Description:
I would like to automatically assign tickets to a user as soon as they begin drafting an article within a ticket.
Current Limitation:
Unfortunately, this is not currently possible. Zammad can automatically assign tickets to the first user who views the ticket. If this user tries to leave the ticket and close the tab, they are prompted to discard any changes.
Requirement:
We need a feature that allows for automatic ticket assignment specifically when a user starts composing an article, rather than just viewing the ticket. This should ideally be configurable via triggers or core workflows.
Background:
Currently, the assignment is tied to viewing the ticket, which does not fully meet our needs. Automating the assignment when an article is started would significantly improve our efficiency and ensure that tickets are managed more effectively from the moment an article is being drafted.
Additional Information:
This feature should be configurable through triggers or core workflows to allow for flexibility in different use cases.