Extend Article Deletion Window with Admin-Controlled Settings
1. What is your original issue/pain point you want to solve?
Our team has encountered situations where the ability to delete an article within a ticket beyond the current 5-minute window would significantly improve our workflow and ticket management. The rigid limit sometimes hinders efficient ticket correction and management, especially when errors are spotted after the allowed time frame.
2. Which are one or two concrete situations where this problem hurts the most?
- A scenario where a support agent accidentally includes sensitive or incorrect information in a ticket article and realizes it shortly after the 5-minute window has elapsed. This limitation prevents rectifying the mistake in a timely manner, potentially leading to confusion or the dissemination of incorrect information.
- In another case, an admin may need to clean up or organize tickets by removing outdated or irrelevant articles, which is not feasible under the current system constraints.
3. Why is it not solvable with the Zammad standard?
The current Zammad system enforces a universal 5-minute limit for article deletion, which does not account for varied operational needs and security protocols of different organizations. This one-size-fits-all approach limits flexibility and control over ticket management, especially for smaller teams or organizations with robust internal trust and security measures.
4. What is your expectation/what do you want to achieve?
We propose the introduction of a setting that allows administrators to extend the article deletion window beyond 5 minutes or remove the limit entirely for specific users or roles. This feature would grant necessary flexibility and enhance ticket management efficiency, while still maintaining a record of deletions in the ticket history for transparency and auditability.
Our Zammad environment:
- Average concurrent agent count: <10
- Average tickets a day: <50
- What roles/people are involved: Primarily our support agents and administrators would utilize this feature, ensuring that ticket management remains flexible and efficient.
Implementing this feature would significantly enhance our ability to manage tickets effectively, providing our team with the needed flexibility to address issues promptly without being hindered by a strict time constraint. It aligns with our internal security measures and trust within our team, making it a valuable addition to our workflow.
Thank you for considering this request. We believe it would add substantial value to Zammad by offering greater customization to fit the diverse needs of its user base.
Cheers, Felix