Title: Support for Push Notifications
- What is your original issue/pain point you want to solve?
We’re a small team and don’t have a dedicated support-department, so the web interface isn’t opened most time of the day. Zammad already supports notifications (which are already pushed when the web interface is currently opened) and manually deleting e-mails after every response to a ticket is way of pain and annoying time-waste for us. - Which are one or two concrete situations where this problem hurts the most?
We’re working on projects away from a computer or on the PC but in other programs when a ticket comes in. The web interface isn’t currently opened, so there is no visible notification for the ticket. - Why is it not solvable with the Zammad standard?
Zammad does not support kind of push notifications via PWA/Service Workers that would be delivererd in case the browser is at least running in backround. This would also pop up on our mobile phones when working on a customer’s site without a notebook and speeds up first response times.
Sine E-Mail do not track the read-status of notifications and tickets, we cannot use notifications via E-Mail in an efficient way. - What is your expectation/what do you want to achieve?
We need to inform our employees using notifications on their mobile phones and notebooks without forcing them to keep the web interface opened in a foreground tab for the whole day.
If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).
Your Zammad environment:
- Average concurrent agent count: 2
- Average tickets a day: 4
- What roles/people are involved: Agents, Admins
Anything else which you think is useful to understand your use case:
All of our supporting employees or receptionist are busy working on their main topics, but might need to respond to the few tickets, that come in every day.
Thank you.