Zammad - few questions is x,y,z possible

[dgawalkiewiczinfopro]

I’m trying to migrate from another helpdesk to Zammad. I also considered other open source or freemium helpdesks, but Zammad seems the most sensible and interesting to me.

However, I have a few questions for you that will help me clarify how many things I can set in the dashboard or handle with plugins, and how many things I will have to write my own plugins for, or which are simply not possible.
We mainly use the ticketing functionality, creating reports and knowledge bases.

1. Ticket module – we would like to be able to track time or record how long it takes a given service technician to respond. Currently, when I was creating new tickets, I saw that there was an option called “Total duration” of the ticket, but it could only be set for the first message in a given ticket. What is more important for us is the option to be able to save the second or third message and for each enter some amount of time. If it is possible?

2. There is another issue related to the ticket system, i.e. is it possible to create tickets by receiving e-mails to the service address? I saw and configured the email recipient options in the Zammad dashboard settings, but for an email to go through and create a ticket, a user must be created, and I would like a ticket and a new user to be created in Zammad when an email arrives at the service address, and if this domain already exists so that additional users are created within the company.

3. Solutions module - is it possible that if we found a very good solution for a ticket, we can mark it as a solution and it would be moved to a separate module with a history of such solutions or to knowledgebase

4. Is it possible to create an additional “location” field for a user that would be a subuser? Why does he need something like this? Due to the fact that one user (company) has e.g. 4 company locations, each of them should have a separate address and contact information. In addition, each company should have a certain number of authorized persons who will be able to submit reports. In addition, a given company should have an additional field where you can upload attachments and contracts to make it clear what the terms of cooperation with a given company are.

5. Can I change fields (delete, add new ones) in tickets? E.g. I would like to have only 3 report types, 4 priorities, a new contract number field, selection of the employee who reported, selection of one of our two companies that deal with a given report, selection of one of the 6 report categories?

6. Is it possible to create a custom SLA in Zammad that would, for example, work only from Monday? Most of our customers do not have purchased SLA for the weekend.

7. Reports for the business department in our company:
   a) Is it possible to count the amount of time spent on a given client in a given month?
   b) Reports on the working time of a given employee
   c) Reports on the number of expired tickets
   d) Custom reports
   e) In general, is it possible to create about 30-50 report templates that will simply be repeated month after month and be downloadable?
   f) those raports should have custom columns, current there is way to much information in those default excel files from Zammad

Of course, if someone doesn’t know the answers to all the questions, I would be grateful to answer just a few questions

I’m sorry that my message is so long, I’m trying to figure out Zammad myself, but I decided that the best choice would be to ask the community to find out as quickly as possible how much custom work awaits me.

[MrGeneration]

@dgawalkiewiczinfopro

Ticket module – we would like to be able to track time or record how long it takes a given service technician to respond. Currently, when I was creating new tickets, I saw that there was an option called “Total duration” of the ticket, but it could only be set for the first message in a given ticket. What is more important for us is the option to be able to save the second or third message and for each enter some amount of time. If it is possible?

The way the time accounting works for agents is described here:
https://user-docs.zammad.org/en/latest/advanced/time-accounting.html

The configuration is described here:
https://admin-docs.zammad.org/en/latest/manage/time-accounting.html

How the time acccounting behaves entirely depends on your configuration. Technically you can be asked on every ticket update (as long as an article is involved) to add more time to the total time.

@dgawalkiewiczinfopro

There is another issue related to the ticket system, i.e. is it possible to create tickets by receiving e-mails to the service address? I saw and configured the email recipient options in the Zammad dashboard settings, but for an email to go through and create a ticket, a user must be created, and I would like a ticket and a new user to be created in Zammad when an email arrives at the service address, and if this domain already exists so that additional users are created within the company.

Users are always automatically created with a new incoming mail if Zammad doesn’t know the user yet.

The how to add email accounts part is described here:
https://admin-docs.zammad.org/en/latest/channels/email/index.html

Don’t forget to set the outgoing mail address on the related groups.

@dgawalkiewiczinfopro

Solutions module - is it possible that if we found a very good solution for a ticket, we can mark it as a solution and it would be moved to a separate module with a history of such solutions or to knowledgebase

No. You have to copy paste that yourself.

@dgawalkiewiczinfopro

Is it possible to create an additional “location” field for a user that would be a subuser? Why does he need something like this? Due to the fact that one user (company) has e.g. 4 company locations, each of them should have a separate address and contact information. In addition, each company should have a certain number of authorized persons who will be able to submit reports. In addition, a given company should have an additional field where you can upload attachments and contracts to make it clear what the terms of cooperation with a given company are.

You can add as many custom objects as you want:
https://admin-docs.zammad.org/en/latest/system/objects.html

However, your use case is fairly specific and most likely at many parts will not work as expected for you.

@dgawalkiewiczinfopro

Can I change fields (delete, add new ones) in tickets? E.g. I would like to have only 3 report types, 4 priorities, a new contract number field, selection of the employee who reported, selection of one of our two companies that deal with a given report, selection of one of the 6 report categories?

Technically, yes.

@dgawalkiewiczinfopro

Is it possible to create a custom SLA in Zammad that would, for example, work only from Monday? Most of our customers do not have purchased SLA for the weekend.

Yes.

@dgawalkiewiczinfopro

Reports for the business department in our company:

Sorry I’m skipping that wall.
You can use reporting with Zammad and Grafana connected to it’s Elasticsearch. That allows you to define much more granular reports. However, you have to figure that out yourself I’m afraid.