Templates/Text modules for customers?

Technical assistance
1

Infos:

  • Used Zammad version: 6.4.1
  • Used Zammad installation type: docker-compose
  • Operating system: OL 9
  • Browser + version: any

Zammad not in production yet (trying to move from ORTS).
Our customers have some requests that are repeatable and typical.
As an admin, I want to let them use templates to prefill the tickets via Web.
I’ve found that Agents have Templates to use in ticket creation, and Text modules to use in working on tickets.
But I couldn’t find the way to do that for customers. Am I missing something? Is it possible?

2

I don’t think what you are looking for is possible. Maybe you could integrate something through the Web form:

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Or add another form where you have certain triggers on new tickets, looking for text fields in article that contains xx: xxxx and set fields accordingly is another option.

Be creative and you will find a way :slight_smile:

3

Correct - Ticket templates are an agent only functionality, just like text modules.

4

I have the same task TBD. Have you found any solution?

5

No chance, because, see my previous response.

6

Ok, but is there a way to develop a custom own module for Zammad with form builder to have forms/templates for tickets integrated via API?

7

I mean yes, possibly. But you can’t expect us to tell you how… right? :slight_smile:

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