Thanks. I guess my mind played tricks on me.
Could you please edit your first post to reflect this tempalte?
It is fine if you answer several bullet points with one block if you’d other wise repeat yourself over and over again! 
1) What is your original issue/pain point you want to solve?
2) Which are one or two concrete situations where this problem hurts the most?
3) Why is it not solvable with the Zammad standard?
4) What is your expectation/what do you want to achieve?
If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).
Your Zammad environment:
* Average concurrent agent count:
* Average tickets a day:
* What roles/people are involved: