Hi there I am using Zammad , I like to know something. But before that let me explain what I needed . And What is going on.
I have Zammad running for an organization with mutiple Agent Roles classified as Level 2 and Level 3. And UI for Ticket creation for Level 1 (Zammad Customer) , I want if Agent could have same Ticket Creation UI just as Customers 1 . Is it possible
IS there possibility any psssibility that we remove elements from using CLI Command to fix that. Like in this I dont need Customers section, group owner priority and tags section while opening Ticket.
Have you already checked CoreWorkflow? I think group/priority/owner can be removed with this (you need only to set a default group also with core workflow).
The tag field can currently not be influenced by core workflow.
There is no option to disable customer selection for an agent. Why would you even want to do that? If an agent wants to create a ticket for himself, he can set himself as a customer. But if this is the main use case, why is he an agent in the first place?
Technically What Imy company wants is to that agents can hand over ticket to any Customer Section. This I tried while creating role which wasent allowing me to do that. Thus this whole fuss is about that.
Is it possible.
As I witnessed that agent can only assign to each other or admin by setting up roles setting while creating new role.
But Agent cant send to different Customer.
in My Company we are using for in Company Ticketing system. Agents are working as Team Admins and Customers wil be working as Employees. We are using Organization section as Different Department in our team. Each organization has its own Agent ( Team Admin ) . Thus Team Admin (Agent) wants to handover ticket to different employee in which part I am stuck
If that isnt possible is there anyway this is possible
Technically What Imy company wants is to that agents can hand over ticket to any Customer Section. This I tried while creating role which wasent allowing me to do that. Thus this whole fuss is about that.
Is it possible.
As I witnessed that agent can only assign to each other or admin by setting up roles setting while creating new role.
But Agent cant send to different Customer.
in My Company we are using for in Company Ticketing system. Agents are working as Team Admins and Customers wil be working as Employees. We are using Organization section as Different Department in our team. Each organization has its own Agent ( Team Admin ) . Thus Team Admin (Agent) wants to handover ticket to different employee in which part I am stuck
Everyone that has to work on a ticket or be assigned to it is technically an agent.
If that doesn’t fit into your process, it may be adjusted or Zammad is not the right tool for you.
It it possible we could change it. Or we can change function href=“ticket/create” ((This is HREF to Agent way of opening ticket) to href=“#customer_ticket_new” (Customer way HREF for opening ticket)
Is this needed to be chaned from Front End of Code or is there any backend code running this trigger for Agent portal
No. If you have agent permissions, Zammad will provide the agent dialogue.
If Core Workflows is not good enough, then this is what you’re working with right now.
If you believe this is a must have, create a feature request (if not existing already) here:
