![]() ![]() ![]() We have some information in our knowledge base about service times and how to prep for a home office workspace etc but people never look there. We started building custom Workflows with if/then logic in our mind and our customers are often having questions and/or are in need of clarification on why the ticket is building up the way it is and what exactly these “popped up” objects want from them.Įxample: we want to offer customers to pick a day from the calendar object when ticket type is “request for home office workstation service”. This would not only help our users but also our new hires and helpdesk interns when creating a ticket. If we could add a description to each object guide the user it would be very helpful and ensure that there will be less frustration on the user side once we start asking for a lot of extra information when creating a ticket. Experience told us that the more information we provide to the users, the better. Ticket objects currently only offer to add a Title and a standard value. Having said that, I would like to see the option to add a help text to custom workflow objects. We are currently evaluating Zammad 5.0.3 on a test VM and like how easy we can customize the ticket dialog to ask for additional information and avoid having to call the user back and asking for simple stuff like asset numbers, therefore speeding up the ticket resolution process. First and foremost thank you for your work on Zammad and for enabling this community to have a voice. ![]()
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