Thanks for your thorough reply, @trishalynn.
This is actually exactly how we work today, and our use case is also very similar.
So maybe my initial post was misunderstood. We are considering opening up the Zammad portal to our customers in addition to us as agents. We perfectly understand what this means from a technical perspective, I was just wondering if someone who’s done this already can share their experience.
In particular, today, we use internal notes predominantly to describe a problem and its solution in more detail. So when we solve an issue over the phone or remote access, we will not create a “call note” which is “public”.
Meaning that, if we open Zammad today and customers log in, they will see several tickets that are closed without any reasoning of what was done to close the ticket. Because they will not see the internal notes. And I have no intention of making these notes public because we usually write these internal notes in a very informal style.
I understand that by opening up Zammad, we will most likely have to change our processes and start working more with information that will be visible to the ticket user, such as call notes and emails. But since we didn’t do this until now, I was wondering if I can somehow “lock down” everything that is older than day x. I’d much prefer this over creating a fresh Zammad instance or disassociating existing tickets from customers.
