Visualizing Custom Data for Customers

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1

Infos:

  • Used Zammad version: 6.0.0-1693485274.bcb37f95.jammy
  • Used Zammad installation type: source
  • Operating system: ubuntu

Hello Everyone,

I’m currently working on a project where I need to make time tracking information transparent to our customers on a monthly basis. We have considered various options and have experimented with Zammad’s custom attributes to achieve this.

What We Have Done So Far:

  • Created a custom field at the organization level, intending for this to be viewable by the customer. However, it seems that this is not directly supported as of yet Referenced Thread

  • Also created a custom field at the user level

Questions:

  1. Are there any updates regarding the Referenced Thread that would allow organization-level custom fields to be viewed by the customer?
  2. How can the customer get to their profile overview where the user-level custom field should ideally be displayed?
  3. Are there better or more effective ways to achieve this level of transparency using Zammad?

Thank you for any suggestions or guidance you may provide. Your insights are very valuable to us.

Best Regards,
Nordnung

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Hi Nordnung,

most of the time I’m dealing with specific reporting requirements outside of Zammad itself. Since Zammad has a fairly comprehensive API, it’s easy to go beyond the built-in functionality here. It also fits into the general Zammad theme, imho, where advanced reporting is based on Elasticsearch using specialised external tools rather than Zammad itself.

I’m not sure if this is an option for you, but perhaps you want to consider providing a monthly email report with custom metrics for your customers? I’m currently doing this for a handful of customers who have asked for it, and they really appreciate the visibility it provides (especially for customers where the users making support requests are different from those who want to keep an eye on certain metrics).

Once such reports are up and running, they are fairly low-maintenance due to the mature nature of Zammad’s API (no drastic/unexpected changes that would break existing logic). The setup itself is also fairly straightforward if you already have workflow automation in place or don’t mind writing a quick cron job.

Again, not sure if this is what you’re looking for, just wanted to share my 2 cents on this as I have spent way too much time on reporting across different systems lately :wink:

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Hey,

Thanks for your reply!
I’ve also invested a lot of time in Zammad’s API lately.
For this project, the solution should be lightweight. Therefore, I’d like to use Zammad’s native custom field option to visualize this data in real-time.

The API is great, no doubt, and I will definitely use it in this use case as well for the calculations. However, I don’t want an extra portal just for one value. :blush:

So the question now is how to do this best.

Thanks for your time!

Nordnung

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