Hello Zammad Community,
In our use of Zammad, we’ve encountered a customization need that could benefit many multi-site businesses or support teams managing various types of clients with specific requirements.
Currently, fields added to the ticket submission form are global and visible to all users, regardless of their organization. We would like to have the ability to configure fields specific to each organization. This would allow users in different organizations to see a ticket submission form tailored to their needs without impacting other users.
Use Cases:
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An organization with multiple geographic locations needs to allow users to specify the location related to an issue when creating a ticket. This field should only be visible to users within that organization and not to others.
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In a multi-client support context, each client could have custom fields based on their unique support needs, providing a smoother and more relevant user experience.
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In a support environment that manages various types of organizations, the required information can vary from one organization to another. For instance, some organizations may require specific technical details or location information, while others need different types of data. Being able to create a customized ticket form for each type of organization would help optimize support and better adapt to each client’s requirements.
Proposed Solution:
Enable Zammad administrators to:
- Configure custom ticket fields visible only to specific organizations.
- Assign unique ticket submission forms per organization with specific fields.
This feature would greatly enhance Zammad’s flexibility for companies working with organizations with diverse needs and improve support efficiency.
Thank you for considering this request, and please feel free to reach out for any further clarification.
