Infos:
- Used Zammad version: 6.2.0
- Used Zammad installation type: docker
- Operating system: kubernetes
- Browser + version: -
Expected behavior:
- Provide an UI option to set default ticket state
Actual behavior:
- Currently default state for new tickets has to be set in console (no docs are pointing to this)
Steps to reproduce the behavior:
- We’ve added new ticket states as told in the docs and disabled the old (default by Zammad) states by using a filter as told in the docs.
- When using the webform everything’s good
- When customers create a ticket by sending mail to Zammad the ticket state getting used is still “new”
I don’t know how common this case is and towards which direction the Zammad team leans but there should be either a UI option to configure custom ticket states and set defaults for default_create and default_follow_up OR the docs should be extended to include steps how to set this.