Sounds like you need a change management strategy. Introducing new users to new tech can be a really stressful time, especially if those agents weren’t consulted when y’all decided to move to Zammad in the first place. Can you identify one or two agents you can help get on board the “Let’s all use Zammad now” train and those folks can in turn convince their coworkers that it’s really better for them (and your org) for them to be working in Zammad?
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