Title: ability to quote internal articles
-
What is your original issue/pain point you want to solve?
I want to quote some text, from internal articles -
Which are one or two concrete situations where this problem hurts the most?
We have a ticket, where one agents asks another agent a question. In the meantime, some other articles are added to the ticket. Now the other agent, wants to answer the initial question. -
Why is it not solvable with the Zammad standard?
Zammad simply don’t have the feature, to quote internal articles. -
What is your expectation/what do you want to achieve?
Be able to quote internal articles of agents.
Your Zammad environment: 6.3.1
- Average concurrent agent count: 15
- Average tickets a day: 15
- What roles/people are involved: it technician, sales people and customers
Anything else which you think is useful to understand your use case:
I think you could lose track on the tickets, but if you quote a colleague, you can get a quicker overview.
Kind regards
Basti