Zammad 5.4: agent/admin see the customer ticket creation form


  • Used Zammad version: 5.4
  • Used Zammad installation type: (source, package, docker-compose, …): package
  • Operating system: CentOS Stream 8
  • Browser + version: Opera 96

Expected (previous) behavior:

Actual behavior:

  • Since upgrade to 5.4 yesterday and without any configuration change I am aware of, ticket creation form for administrators/operations seem to be the customer form.

Steps to reproduce the behavior:

  • Click on + button when logger as a Zammad admin or agent

Remark: in fact we are a site interested by the modified behaviour where an admin/agent have the customer form by default or can switch to it but it would be good to keep the ability to decide which one you want to use. I have not seen this change in the 5.4 release notes (I may have missed it), it may be related to something else but I don’t see what!

I think I found the reason for this behaviour. For some reason, our Agent role had no longer the Agent permissions…