We’re using Zammad productively for about a month now, and all in all it works pretty well. Apart from some minor issues that I’m planning to work on when I’m back from vacation there is one bigger problem which I’m not sure how to solve yet: some of our users sometimes confuse phone tickets and mail tickets.
Our agents usually want to send a mail (scenarios where our agents actually want to create a phone tickets are rather rare), but sometimes they accidentally create a phone ticket instead, which of course doesn’t send a mail. So far we’ve accumulated 11 accidental phone tickets created by 6 different agents (found with a search for
create_article_type:phone). As we only use mail to communicate with our customers (the customers aren’t allowed to access Zammad), this is obviously a big problem, because contrary to what the agent thinks, no mail has actually been sent. Two agents even fell for it again after I had already discussed the problem with them.
Has anyone else encountered this issue? Any idea on how we could improve the interface to reduce the danger?
My first idea how to improve it: label the green “Create” button below the form differently, depending on the type of ticket that is being created. For received call/outbound call it should say “Create phone ticket”, and for Send Email it should say “Send Email”.