Ticket creation form per organization

Hi Zammad Community,

I’m currently evaluating zammad for a replacement to our old ticket management solution.
At the moment, it seems very interesting, but I still need to skill on the product.

One of my issue is that we have some customers that are authorized to request a phone call back when opening a ticket for an urgent purpose.

So I plan to have different ticket creation forms
=> form1 with a tick-box that allow an authorized customer to request a phone call back
=> form2 without this tick-box for unauthorized customers

I saw that I can customize objects in System/Objects, but if I add a new boolean attribute, it is shown to all customers.
I would be happy with an attribute displayed only if a condition is met (like a callback_enabled=true|false attribute in the zammad organization)

Is there any option to implement such a behavior ?
Maybe a better idea ?

Thanks for reading.


  • Used Zammad version: 4.1.x
  • Used Zammad installation type: docker/ansible playbook inspired from zammad docker-compose
  • Operating system: Ubuntu 20.04 LTS
  • Browser + version: Firefox 90.0 (64 bit) / Google Chrome 92.0.4515.107

Sorry I can’t really follow.
What are you aiming for, a boolean within organization or tickets?

Also objects allow you to set visbilities…

Thanks for having a look @MrGeneration

I have implemented the setup described in the screenshot below.

As you can see, the P1 support level is reserved for Premium support customers.

I would be happy if the P1 field would be displayed only for customers associated with a premium support contract (using system/objects/organisation premium_support=true|false).

But at the moment, all customers see P1/P2/P3/P4.

Ideal situation is described below:

  • Organisation with premium_support = true would see P1/P2/P3P4
  • Organisation with premium_support = false would see only P2/P3P4

I have configured a trigger that push the ticket data payload to an external webapp, that triggers the phone callback if customer_priority = P1

I hope this helps your understanding.

Oh! I see.
Well, as of Zammad 4.1 the answer is: No - that is not possible.

As for the future, the following thread may be relevant to your interest:


This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.