1) What is your original issue/pain point you want to solve?
Our customers often fail to provide the necessary information, which means we have to keep asking for it, resulting in a back-and-forth exchange of messages. This is not pleasant for us, nor is it pleasant for our customers.
2) Which are one or two concrete situations where this problem hurts the most?
almost every ticket
3) Why is it not solvable with the Zammad standard?
templates are currently only for internal use. even if one gives permission to the role about templates, they can just manage templates but not use it in ticket creation.
4) What is your expectation/what do you want to achieve?
We would like to offer our customers different templates for various issues (bugs, features, requests, incidents, etc.) that can be used to request all necessary information and have it provided by the customer right from the start.
Your Zammad environment:
Average concurrent agent count: 22
Average tickets a day: 5
What roles/people are involved: customer and agents
Anything else which you think is useful to understand your use case:
I think a good solution would be if it were possible to assign templates to roles for use.
it is not possible to use templates for customers.
What should be possible by using core workflows to add, show and set as mandatory custom ticket objects.
This way one can create automation to show selections and fields and to make them mandatory for customers to have a more complete list of information within the ticket.
The problem I see with this is that this object is located below the text field. This means that customers will most likely fill out the text fields first and only then see and select the object for the template, which will then overwrite the text already written by the customer. This can lead to frustration on the part of the customer.
And querying the respective information about objects does not insert the information into the text, but is then included in the ticket info on the right-hand side of the created ticket. This can become very messy and is not what we want.
A ticket template won‘t solve your problem. If your user ignores fields already (given they‘re mandatory) and doesn‘t provide correct information, the template won‘t fix it.
Look at this forum, many people seeking help din‘t even bother picking the right category - let alone use the template.
You‘re looking for the possibility to re-arrange all parts / objects in the ticket creation screen or for a Zammad Form channel configurator that supports core workflows and several forms. But that is my opinion.