Hello vic,
this may be a great benefit for your customers if they can call up and process their tickets themselves.
If you also make customer-related content available to the customer automatically (e.g. invoices from the accounting department as you describe), this can also make a lot of work easier for the accounting department. My thought here is: The customer can ask questions directly about their invoice without the accounting department having to search for the corresponding invoice, user data, etc first. When you use elasticsearch the
customer can search for an arcticle inside of one of his pdf-invoices and find the corresponding invoice in seconds. - Just one word away -
This step in your journey to open your Zammad to the customers must be planned in detail before you give them access to the web channel. Here are some points to think about:
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Are there arcticles in existing tickets that customers are not allowed to see and eventually not marked as “internal” (the red border around the article)?
This function has to be consequently beeing used in the past. -
You can easily, as Dennis1993 already described, filter the ticket-lists in the customer-overviews but they can find older tickets that are assigned to them by search-engine. As i mentioned: - Just one word away -
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When customers are organised in organisations you have to throw an eye at the setting “SHARED ORGANISATION” within organization settings
From a technical prospective:
A simple way (but maybe not the best) with some drawbacks to get the old tickets out of customers eyes is to set all the older tickets to a “dummy” customer with a good planned, granular-driven “scheduler”. But be aware there are some disadvantages and this has to be planned and tested before you do some of these “wide-ranging” changes in production environment! When you feel unsave with some of these actions - search for professional help and this challenge becomes a success story for your customers and agents.
sunny greetings,
byPARSE