Template creation by agents and not admins?

[trishalynn]

I’m not sure exactly which forum this question would go in because it’s not really a feature request, nor do I need any actual tech assistance because I know that certain things are locked to me as an agent and not the admin. However, I do still want to know if what I’d like to do is possible.

I’m the project manager/senior customer service specialist for our two-person organization which just started using Zammad in May 2024. I currently have a Word document of common Help Desk replies which I’d love to phase out in favour of using Zammad templates. However, the admin is too busy to load them into the admin console.

I’d like to help take some operations stuff off of the admin’s plate by being able to load the text which the admin has already approved into Zammad as templates. Is there a way to allow this to happen in Zammad?

[MrGeneration]

An agent doesn’t necessarily have to ‘just have agent permissions’.

It is technically (and a valid workflow in some scenarios) that you have key users. These key users should have a better understanding of certain things. Such a key user role could hold e.g. the template administration permission. This could off load workload off the general admin. You can learn more about these grannular permissions here:

https://admin-docs.zammad.org/en/latest/manage/roles/admin-permissions.html

[trishalynn]

So all the admin needs to do is give me the admin.template role? Where would they do that?