The web channel mainly affects your customers’ using the web interface. These settings allow you to restrict your customers ticket creation.
Core Workflows allow even further restrictions and actions if you need them. 🤓
Settings affecting your customer¶
- Enable Ticket creation
You can forbid customers to create tickets via the web interface. This will remove the “➕” button on the lower left.
This does not forbid updating existing tickets via UI.
- Group selection for Ticket creation
By default your customers may create tickets in all groups. As this may be an issue, especially when having several support levels or internal groups, you can always select a set of groups you want to be available.
🤓 This does not affect your agents
Agents are affected by Group Access Levels.
Global settings affecting all users¶
- Tab behavior after ticket creation
This setting allows administrators to provide a default behavior of Zammad’s tab after ticket update.
Stay on tab
Users can always overrule
If your user decides to select a different tab behavior on any ticket, this action will be the new default behavior for that user.
Zammad remembers the decision of the user. 💾