Zammad: Notify / Mention other agents / Subscribe to Tickets
Ich lese ein Ticket und habe eine Rückfrage an einen anderen Agenten:
Diese Schreibweise "@nutzername" verwenden wir sehr oft, obwohl Zammad damit nichts macht. Offenbar wünschen sich die Nutzer sowas häufiger. Aktuell kann ich als Eigentümer das Ticket jetzt an den weiter geben, dem ich die Frage gestellt habe. Dann verliere ich es aber aus den Augen. Oder ich muss den Empfänger der Rückfrage auf anderem Wege (Mail, Telefon) auf die Frage aufmerksam machen. Wie würdet Ihr das lösen?
- T#1068412, #1078721, #1078020
zabarabab
All 28 comments
Ich finde die Idee super. Damit entfällt das lästige Besiter hin und her. Wie wäre es wenn das eine Notification auslöst, ähnlich wie die TODOs bei Gitlab?
rkaldung
on 12 Oct 2016
Das wäre exakt das was ich mir wünschen würde.
zabarabab
on 12 Oct 2016
+1
monotek
on 19 Oct 2016
+2
Julian0o
on 19 Oct 2016
+3
brightcolor
on 19 Oct 2016
+1
Super Feature, das wäre Klasse!
dYn36
on 20 Oct 2016
+1
morphxle
on 23 Oct 2016
+1!
jacotec
on 30 Oct 2016
More people like this feature soon (including me).
For this feature we need to maintain a "username" for each agent (@FirstnameLastname would not be uniq). Would this be ok for you? Any other ideas?
martini
on 15 Dec 2016
@martini
The Mailadress could be the unique username in the background. The search criteria could be first-, lastname and mailadress. When you type @ there should appear a list with all agents involved in this ticket displayed wich you can select. When you start typing, it is searching within all agents and you can select the others not yet mentioned in this ticket.
Its almost like here in github or at facebook.
Julian0o
on 15 Dec 2016
As discussed: An autocomplete would be great just like the one of the text modules.
Further thoughts:
Another UX improvement could be to allow users to choose an alias like e.g. in Mattermost.
So if a user starts typing "
Only agents with the required permissions for this ticket should get listed. It would be really nice to order them in a logical way like "last used/active" or "favs" first or something.
These should be wrapped up and stored properly in a special div or something. This allows us and others to parse and handle them in any interface or application now and later. Maybe something like <div data-mention="[email protected]"></div> which gets converted by the UI to "Martin Edenhofer (martini)". This allows the user to change its name (like marriage e.g.) or alias without having old/wrong mentions. Even deleted or disabled accounts could be displayed in a special way later.
Custom HTML elements for this would be great like <mention>[email protected]</mention> but are not supported yet (http://caniuse.com/#feat=custom-elements) 😞
I'm not sure how unique the email will be. We have some users where the mail changed over the time. Might be even better to use the user id. I don't think that neither the id/email nor any other technical identifier should be visible to the user.
PS: Would love to see this 😍
thorsteneckel
on 15 Dec 2016
Sounds like a good plan!
Maybe something like
which gets converted by the UI to "Martin Edenhofer (martini)". This allows the user to change its name (like marriage e.g.) or alias without having old/wrong mentions.
I don't get how [email protected] allows the user to change its name. But I guess there is already a solution for changing names in Zammad and you want to reuse it here.
zabarabab
on 16 Dec 2016
Update: Layout example to unsubscribe from ticket where I was involved (added via @user in article). Can also be used to subscribe without adding me via @user to new article.
martini
on 19 Dec 2016
+1
gerbsen
on 3 Jan 2017
A list of notified users would be great - just like here on github:
thorsteneckel
on 10 Jan 2017
+1
tojaskiba
on 7 Mar 2017
+1
RionoirCom
on 24 Mar 2017
+1
ktwe
on 10 Apr 2017
And while we're introducing markup in notes, I'd like to have #941111 as link to Ticket 941111 ;-)
zabarabab
on 16 Apr 2017
I don't yet understand this feature: Would it be necessary to be mentioned or to comment on a ticket to be notified? Sometimes one is interested in subscribing to a ticket (i.e. getting emails for all updates on that ticket), but has nothing to comment. Or would that be #822?
ghost
on 17 Apr 2017
Hi guys,
do you have some good news for us?
morphxle
on 9 May 2017
+1
dennykorsukewitz
on 10 May 2017
+1
backbord
on 22 May 2017
+1
I like both ways - to notice another agent via @username AND the ability to subscribe to a ticket - both are very useful in their own way!
babakkazemi
on 3 Jul 2017
+1
Julian0o
on 17 Jul 2017
To stop the unnecessary +1 posts I lock this thread. We are working on this stuff... see https://zammad.com/news/status-outlook
No ETA, but we are working on it.
hanneshal
on 21 Jul 2017
Here is a screenshot of a similar feature in mattermost:
zabarabab
on 7 Dec 2017
You have waited long enough for this feature and want to see it finally realized? Well then, we have good news for you. Become a feature sponsor and let the feature spring to life in one of the next Zammad versions. We are currently looking for more contributors to make this project a reality together with us and other Zammad users. By sharing the costs, you get additional influence on the implementation of the function and also receive a little advertising for your organization on the day of publication, if you wish.
So please contact us at [email protected] to bring the implementation a step ahead.
KoJie
on 21 Jul 2020
Related issues
em-ex
·
3Comments
robwilc
·
3Comments
strey
·
3Comments
martini
·
3Comments
MrGeneration
·
3Comments
Most helpful comment
Update: Layout example to unsubscribe from ticket where I was involved (added via @user in article). Can also be used to subscribe without adding me via @user to new article.