Temporary agent passes (day/week) for occasional coverage needs

Feature requests No implementation planned
1

Temporary agent passes (day/week) for occasional coverage needs

1) What is your original issue/pain point you want to solve? Small teams often need temporary agent access for specific periods such as vacation coverage or short-term project support without committing to a full monthly license for an additional agent.

2) Which are one or two concrete situations where this problem hurts the most?

  • A solo agent running a support portal needs someone to cover incoming tickets within a 3-week summer vacation. Adding a full monthly agent license is disproportionate to the actual need.
  • A small business occasionally brings in an external consultant to handle a spike in support requests. A day or week pass would be the perfect fit.

3) Why is it not solvable with the Zammad standard? The current workaround requires manually adding an agent, downgrading the license count, then reversing the process upon return. This is a multi-step administrative process that is error-prone and unintuitive.

4) What is your expectation/what do you want to achieve? A simple day or week pass that activates a temporary agent license for a defined period, after which it expires automatically. Similar to how Freshdesk handles temporary agent access - one or two clicks, no manual license juggling.

Your Zammad environment:

  • Average concurrent agent count: 1
  • Average tickets a day: 10-20
  • Roles/people involved: Admin, Agent

Anything else: This feature would be especially valuable for small and medium-sized businesses where one person handles both operations and support. The current monthly model works well for stable teams but flexibility for temporary needs would make Zammad significantly more competitive for smaller customers.

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2

This sounds like a software as a service specific request. Not sure if it helps to have this one in the community. Shouldn’t this kind of concern be directed directly at Zammad GmbH? Zammad itself has no direct or explicit licensing functions.

3

I know but the support suggested I placed the request here anyway. Maybe a sponsor will pick it up as a good idea for more sales.

4

Sponsoring a non core function.. wild. Okay, I guess.

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5

Yeah this is a real missing peice in Zammad. for small teams, temporary coverage shouldn’t mean the full license juggling every time. a simple time-bound agent (1 day / 1 week) with auto-expiry would cleanly address the vacation/consultant use case. The manual add/remove agent workaround is just too error prone for something so basic right now.

6

I do get that MrGenerations argument is that this is a Zammad Gmbh choice and part of their business. The function needs to be implemented, but also the economics needs to be handled outside Zammad platform as well. Needed feature? That we can agree on. Somebody needs to be Zammad Gmbhs sugardaddy in this case :smiley:

7

Hi @tvm
thank you for your detailed suggestion and the clear use case. We truly value community feedback and have discussed your input internally.

Unfortunately, we don’t see a way to implement this feature, at this time. Our system already offers flexible billing periods ("long- "and “short-term” > monthly/yearly), which cover the needs of many users. Adding temporary agent passes would introduce complexity → both in usage and billing. And given our already competitive pricing, this isn’t feasible for us right now. Additionally, we’ve received little demand in this direction so far.

We’ll keep your proposal in mind and appreciate your effort to help improve Zammad.

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