Hello,
First of all, my respect for the system. I’ve already tested a few and I have to admit that Zammad is right up there with me. The intuitive, simple setup and configuration are very good.
What I don’t like so much, however, are the many feature request posts in which users are dismissed as isolated cases. I think flexible and useful time recording is essential for a ticket system. Just like a report per customer on ticket communication. Select the customer, click the PDF button and save. Unfortunately, there are still customers who want this and I see the demand for this feature very often.
With time recording, you can no longer correct the times afterwards. Unfortunately, this happens from time to time in real production world. You can’t simply delete the entire communication and rewrite it just to correct the time.
It doesn’t help much to refer to the API. I’m not a developer and if I have to have every simple feature developed first, then I might as well buy a commercial off-the-shelf solution.
I understand that as a non-profit community you have to prioritize hard, but if many people ask for a feature, you should think about it.
I think Zammad is a great ticket system, but it’s still in the development stage as far as features are concerned.
If anyone has workable (I don’t mean Excel export and sorting) solutions to the problems, I would be grateful for any advice. It doesn’t have to be free either.