---
url: https://next.zammad.org/en/documentation/use/advanced-features.md
---

# Advanced features

This page features a collection of various helpful tools that don't need their own separate pages. Just keep reading,
search the page or navigate to the section you want using the table of contents on the right.

## Ticket update behavior

![Screenshot shows behavior after update menu](/screenshots/cypress/documentation/use/advanced-features.cy.js/ticket-behavior-update.png)

**Why?**

It is possible to automatically close a ticket tab in the navigation sidebar after updating a ticket.
This saves you a click after updating or updating a ticket to *closed* state.

**How?**

In the footer bar of the ticket detail view, click on the `Stay on tab ^` button and select your desired option (if the
default is still set, otherwise it is labeled as the other options below). You have different options:

* **Stay on tab**: Default option. You have to manually close the tab if you want to remove it from your
  navigation sidebar.
* **Close tab**: This option closes the tab on each update of the ticket. Might be a good option if you have to deal
  with many tickets and/or the tickets require many interactions.
* **Close tab on ticket close**: This option only closes the tab when the ticket is updated to the *closed* state.

::: tip
If your situation differs from ticket to ticket, you can leave **Stay on tab** and use the keyboard shortcut
\[\[shift]] \[\[c]] for changing the ticket state to closed and close the ticket tab.
:::

## Text modules

![Screenshot shows text modules feature](/screenshots/cypress/documentation/use/advanced-features.cy.js/ticket-article-text-template.png)

**Why?**

If you have to answer the same question again and again, ask your Zammad admin to create such a text module for you.
They can even include variables like customer name or any other available attribute which get replaced while using it
in a ticket. The usage of text modules has benefits like:

* You save time while answering tickets
* Answers from you and your colleagues are aligned because you use the same text for answers

**How?**

Use the button in the toolbar of the editor or simply write \[\[:]]\[\[:]] in the editor. Both ways let you search for the
desired text module by typing some characters or words of the text or keywords of the text module.

You can pick one by clicking on it or by using the up and down arrows followed by \[\[enter]] on your keyboard. There are
some text modules in Zammad which are shipped by default.

## Insert knowledge base article

![Screenshot shows inserting knowledge base article](/screenshots/cypress/documentation/use/advanced-features.cy.js/ticket-article-insert-kba.png)

**Why?**

If you often have the same or very similar customer requests about an issue of which a knowledge base article exists.
This saves you time because you don't have to switch to the knowledge base and copy/paste content.

**How?**

Use the button in the toolbar of the editor or simply write \[\[?]]\[\[?]] in the editor. Both ways let you search for the
desired knowledge base article by typing some characters or words. See
[Knowledge base](/en/documentation/use/guides/knowledge-base) to learn more about working with the knowledge base.

## Mention a user

![Screenshot shows mentioning a user](/screenshots/cypress/documentation/use/advanced-features.cy.js/ticket-article-mention.png)

**Why?**

Ask or request information from your colleagues or mention them in important tickets so they receive notifications for
ticket updates and are automatically subscribed to this ticket.

**How?**

While writing a ticket article, use the button in the toolbar of the editor or simply type \[\[@]]\[\[@]]. Both ways let you
search for the name of the user you want to mention by typing some characters or the complete name.

Zammad displays a list with all possible matches where you can pick one by clicking on it or by using the up and down
arrows followed by \[\[enter]] on your keyboard.

## Subscribe to a ticket

![Screenshot shows subscribe feature](/screenshots/cypress/documentation/use/advanced-features.cy.js/ticket-subscribe.png)

**Why?**

If you are interested in the progress of a ticket, you are not the owner, you can subscribe to it. This means you will
receive notifications for each update.

**How?**

Activate the **Subscribe me** toggle in the ticket sidebar to get notifications. If you have been mentioned in a
ticket, you are automatically subscribed. Switch the toggle off to stop the notification. The avatars displayed show
you who has subscribed to the ticket and is therefore notified of updates.

## Macros

![Screenshot shows macro action menu](/screenshots/cypress/documentation/use/advanced-features.cy.js/ticket-macro.png)

**Why?**

If you have many steps you do over and over again, you should use a macro for that. In such a macro, your admin can
pre-define different ticket actions you can apply with just a click. As an example, Zammad ships a "Close & Tag as Spam"
macro by default. If applied, the user who executes the macro is assigned as owner, a tag **spam** is added and the
ticket is closed. It is even possible to run an [AI agent](/en/documentation/use/guides/ai) within a macro on demand.

**How?**

If your admin already created a macro, you can execute it in the ticket detail view by clicking the `^` section of the
`Update` button in the right corner of the footer bar (see screenshot above) and select the macro you want to execute.

::: warning
The macro gets executed immediately and without an additional confirmation!
:::

You can also apply a macro to several ticket at once. Have a loot at [bulk actions](#bulk-actions) how to do that.

## Checklists

![Screenshot shows a checklist from checklist sidebar](/screenshots/cypress/documentation/use/advanced-features.cy.js/ticket-checklist.png)

**Why?**

* To keep track of tasks
* To complete tasks in a structured way
* To make sure nothing gets forgotten
* To make the progress of work more visible

**How?**

Select the **Checklist** tab in the sidebar. If you can't see it, your Zammad admin disabled it. You can only add or edit
a checklist, if you have the permission to edit the ticket.

In the checklist sidebar, you can:

* Add a checklist: either by creating a new one by clicking on `Add Empty Checklist` or from a template by using
  `Add From a Template` (if you don't see the template button, there is none).
* Edit the current checklist:
  * Rename it by clicking on the title or using the ::a:: menu in the sidebar header.
  * Add checklist items by clicking the ::+:: button.
  * Change the text of the checklist items, either by just clicking on it or using the ::a:: menu next to the item.
  * `Reorder` the items by clicking this button and drag & drop the items.
* Delete the complete checklist by using the ::a:: menu in the sidebar header.

There are two features, which are not directly visible:

* You can refer to other tickets as a checklist item by using its hook and number in the item text (e.g.
  `Ticket#123456`). Such items can't be checked manually, they reflect the state of the referred ticket.
  ::: tip
  Fetch the ticket hook and number by going to the desired ticket and either use the copy button ::c:: in the header or
  use the keyboard shortcut \[\[.]]. Then you can paste it in the checklist you want to have it included.
  :::
* Zammad automatically checks if all checklist items are completed. The check is performed when you set a ticket to
  "closed". If not all items are completed, Zammad will prompt you to either work on the remaining tasks and keep the
  ticket open or to close it anyway. When referencing other tickets in your checklist, only those which are closed
  (with a green circle) are considered as completed.

## Ticket templates

**Why?**

Quickly create a ticket with pre-defined attributes like title, text, tags and more saves you time. This requires your
admin to create a ticket template.

**How?**

In the ticket create screen, you can find an `Apply Template ^` button in the footer bar, if a template is available.
Select the template you want to apply and apply changes if desired.

## Shared drafts

**Why?**

To share a draft with other agents of your group, e.g. to reflect a QA process, instead of "just" adding an internal
article. In such a draft you can even include changed ticket attributes like priority, state and custom attributes as
well as an article with an answer to the customer.

This is an optional feature. If you can't see it, your admin has turned it off.

**How?**

To **save a draft**, use the ::a:: menu in the footer of the ticket details view and select "Save as draft".

To **apply an already existing draft**, click on the `Draft Available` button on the left side of the footer.

::: warning
Applying a draft overwrites your unsaved changes!
:::

## Monitoring ticket escalations

**Why?**

Service Level Agreements (SLAs) ensure timely responses to customer requests. Your administrator sets such goals as
responding to all inquiries within eight hours, with optional custom deadlines for specific customers. When such a
deadline is passed, the ticket escalates.

**How?**

Zammad notifies you by default when tickets approach or exceed their deadlines. Configure these notifications in your
[personal settings](/en/documentation/use/personal-settings#notifications). Zammad also ships a default overview called
"Escalated Tickets". This overview includes already escalated tickets and tickets which are expected to escalate within
the next 10 minutes.

SLA-relevant tickets display a timestamp in the ticket detail header. Hover over this timestamp to see all escalation
stages and deadlines in a popup. It shows all upcoming or reached escalation times based on your SLA configuration:

![Screenshot shows escalation panel by hovering over escalation timestamp](/screenshots/cypress/documentation/use/advanced-features.cy.js/escalation-panel.png)

::: info
The escalation times are calculated based on your business hours. This means when your business hours start at 9:00, a
ticket is created at 7:00 and you have an 1-hour deadline, it will escalate at 10:00, unless resolved earlier.
:::

The SLA feature requires a configuration from your admin. In case you don’t see escalation timestamps, either the ticket
is not SLA-relevant or the feature is not configured.

## Bulk actions

**Why?**

If you have to apply the same changes for many ticket, you can save time!

**How?**

There are 2 places where you can apply bulk actions:

* In the ticket tab in the [detailed search page](guides/search)
* In [Overviews](guides/overviews)

In both places, you can apply bulk actions in different ways:

* By using the flyout
* By using the drag & drop overlay

To use bulk actions, first select the tickets you want to apply the changes to. Either select the tickets
individually by clicking on the checkbox next to them or use the checkbox in the header to select all tickets of the
current page. After selecting all tickets of the page, you can even select all tickets which match your current
search query or overview condition by clicking on the **Select all XX results** label. The maximum number of selectable
tickets for a bulk action is 2000.

To select a section of consecutive tickets, click on the checkbox of the first ticket, then hold \[\[shift]] and click on
the checkbox of the last ticket. This selects all tickets in between as well. This also works for unselecting tickets.

Depending on the number of affected tickets, you might see a small notification after triggering a bulk action,
informing you about the progress. The bulk action is performed in the background so you can work on other tickets.
However, until the bulk action is finished, you are not able to start a new bulk action.

**Flyout:**

![Screenshot shows the bulk action flyout](/screenshots/cypress/documentation/use/advanced-features.cy.js/bulk-side-panel-overviews.png)

After you selected tickets, click the `Bulk Action` button in the top right corner and change/add attributes by using
the fields in the right flyout. The available changes you can apply to tickets are:

* Set group
* Set owner
* Set state
* Set priority
* Add a note
* Execute a macro

**Drag & drop with bulk overlay:**

![Screenshot shows the bulk action via drag and drop](/screenshots/cypress/documentation/use/advanced-features.cy.js/bulk-action-drag-and-drop.png)

After you selected tickets, drag them by pressing and holding the mouse button and drop them on the desired action in
the bulk action overlay. You can always skip this by dropping the tickets in the middle of the page. The available
actions you can apply to tickets are:

* Set group
* Set owner
* Unassign owner
* Unassign owner and set group
* Run macro

Start your drag and drop action from one of the already selected tickets in case you selected all relevant ones.
To include another unselected ticket, start dragging from there and so it is also included in the batch processing.

## Merge tickets

![Screenshot shows the ticket merge flyout](/screenshots/cypress/documentation/use/advanced-features.cy.js/ticket-merge.png)

**Why?**

If you have two or more tickets about the same issue, you may want to merge those tickets into one. This might be the
case if a customer sends you a new email which can't be assigned to the existing ticket (e.g. the ticket reference
is missing because the customer sends you a completely new email instead of answering in the existing thread).

Merging a ticket migrates all messages and notes of the ticket from where you select the merging into the selected one.

**How?**

Go to the ticket you want to merge into another one. In the ticket sidebar, use the ::a:: menu and select `Merge`. This
opens a flyout in which you can select a ticket by clicking on it or enter a ticket number in search field.
When you selected a target ticket, confirm by using the `Merge` button at the bottom.

As result, the articles are moved into the chosen ticket. The ticket in which you executed the merge still exists with
the following changes:

* The articles have been replaced by a "merged" label
* The state has changed to "merged"
* The ticket is linked to its "parent" ticket

## Split tickets

![Screenshot shows the article action split menu](/screenshots/cypress/documentation/use/advanced-features.cy.js/ticket-split.png)

**Why?**

If you have a ticket which is about more than one issue, you might want to split it in two or more separate tickets.
For example, this might be the case if a customer has a technical question and wants to place an order.

**How?**

To split an article off, use the ::a:: menu next to an article and select `Split`.

This results in a ticket create screen with the same attributes set as in the initial ticket. The content of the
article is also included. You can change everything to your needs and then click on `Create`.

The just created ticket is linked in the original one as child. The original ticket is linked in the split off ticket
as parent.

## Link tickets

**Why?**

When tickets about related issues arise, they can be linked to each other for easier reference.
[Merged](#merge-tickets) and [split](#split-tickets) tickets are automatically linked.

**How?**

In the ticket sidebar, add a link to another ticket by clicking the ::+:: button in the **Related tickets** section.
This opens a flyout in which you can select a ticket by clicking on it or enter a ticket number in search field.
Additionally, you can choose between different link types:

* **Normal:** for related ticket which have no hierarchy.
* **Parent/Child**: for related tickets where one is the main issue and the other is a subtask. This link type is used
  by default if a tickets gets split or merged.

## Duplicate detection

![Screenshot shows duplicate ticket warning during ticket creation](/screenshots/cypress/documentation/use/advanced-features.cy.js/duplicate-detection.png)

**Why?**

Sometimes, it happens that a customer reaches out to you (or colleagues) more than once about a single issue. To avoid
creating duplicate tickets, Zammad can warn you when another ticket is already present. This feature has to be activated
and configured by your admin.

**How?**

Just create a new ticket and provide some information. Your admin can configure which ticket attributes must match for
the warning to show up (e.g. customer and title). In case of many unnecessary warnings or no warning at all, ask your
admin to adjust the attributes to compare.

When a duplicate is detected, a warning in the ticket shows up (see the example in screenshot above). This warning can
contain a ticket number. Click on the ticket link to see what it is about. In case it is no duplicate, simply ignore it
and continue with the ticket creation.

## Time accounting

**Why?**

With Zammad's integrated time accounting, you can help to keep track of how much time you spent on tickets. Based on
the accounted times in the ticket, it is automatically assigned to customers and organizations. This might be used in
your company for billing or to keep track of support budgets.

**How?**

After updating a ticket, a time accounting dialog will appear. Enter how much time you spent on the ticket.

![Screenshot shows the time accounting dialog](/screenshots/cypress/documentation/use/advanced-features.cy.js/time-accounting-dialog.png)

The feature is **optional**. If you don't see it whenever you update a ticket, your administrator hasn't enabled it yet
or the rule for tickets to be taken into consideration doesn't match.

The accounted time is always recorded and stored without a unit. However, your administrator may decide to show an
optional label next to the field to hint you and your colleagues in which unit the time is expected (see screenshot).

Activity types can be used to distinguish between different activities and for grouping the accounted times. If this
optional feature is active, it shows a list of activities from which you can select in the time accounting dialog.

If a ticket already has accounted time(s), you can see it in the ticket sidebar on the right side in the ticket detail
view at the bottom. You can find the calculated sums of each activity type (if configured) and the total sum
of accounted times for all activity types. Accounted time is also shown in the article meta information of each ticket
article, if present.

![Screenshot shows the time accounting overview](/screenshots/cypress/documentation/use/advanced-features.cy.js/time-accounting-overview.png)

## User detail panel

**Why?**

Viewing important customer/user information at a glance without leaving your current view allows you to stay focused on
your task.

**How?**

You might have seen it already: simply hover your mouse over an avatar icon, no matter if it is in the header, footer,
main content or the content sidebar in the ticket detail view. To see more details, click on the user avatar to open
the [user detail page](#user-detail-page).

![Screenshot shows an avatar with opened user detail panel](/screenshots/cypress/documentation/use/advanced-features.cy.js/user-detail-panel.png)

By the way, the crown in the screenshot represents the customer's VIP state, which can be set in the customer detail
view and the admin settings.

## User detail page

![Screenshot shows user detail page](/screenshots/cypress/documentation/use/advanced-features.cy.js/user-detail-page.png)

**Why?**

It allows you to see all relevant user information in one place. Examples what you can find and do there:

* See organization membership
* See a graph of recent tickets
* Add or edit a note
* Edit the customer (via ::a:: menu)
* See a history of changes (via ::a:: menu)
* Create a new ticket with this user as customer

**How?**

Simply click on a user avatar (e.g. in the header of the ticket detail view). This opens a new tab with the customer
detail page. In case you also have admin permissions, you can even create a deletion job for a user from the ::a:: menu.

## Organization detail page

![Screenshot shows organization detail page](/screenshots/cypress/documentation/use/advanced-features.cy.js/organization-detail-page.png)

**Why?**

It allows you to see all relevant organization information in one place. Examples what you can find and do there:

* See the members of the organization
* See a graph of the recent tickets of the whole organization
* Add or edit a note
* Edit the organization (via ::a:: menu)
* See a history of changes (via ::a:: menu)
* Create a new user as a member of this organization

**How?**

Simply click on an organization avatar (e.g. in the header of the ticket detail view next to the user avatar). This
opens a new tab with the organization detail page.

## External issues and assets

**Why?**

If you use i-doit and Zammad for IT support or you deal with GitHub or GitLab issues, you can link to these external
systems to have all relevant information in one place. Your Zammad admin has to activate and configure these features
in Zammad's settings.

**How?**

If activated, simply open a ticket and choose the right content sidebar tab with the respective icon. An empty panel
shows the `Link issue` button. Once an issue is linked, the button disappears and **Link issue** moves into the action
menu in the panel header. Link to an issue by entering the URL of it or select the item from a select field (i-doit).

The screenshot shows a linked issue in the GitLab content sidebar.

![Screenshot shows GitLab content sidebar with a linked issue](/screenshots/cypress/documentation/use/advanced-features.cy.js/gitlab-sidebar-linked-issue.png)

The linked issue shows its state, number and title, plus **Milestone**, **Assignees** and **Labels**. GitHub issues
also show **Type** when one is set, and a field appears only when the issue has one. The badge on the sidebar tab
counts all linked issues, open and closed. Zammad stores only the issue URL on the ticket and reads everything else
from GitHub or GitLab each time the panel opens, so no notification is sent when an issue changes. Nothing is written
back to the tracker. By clicking on the linked item, you are redirected to it in the respective system.

Linking fails with an error message when the issue is already linked to the ticket or when the URL cannot be resolved,
usually because the issue doesn't exist or the API token cannot read its repository or project. Only issues can be
linked, no pull or merge requests. If the panel shows a loading error instead of the linked issues, ask your
administrator to check the token.

## Highlight text

**Why?**

It allows you to give your colleagues a hint about important aspects of the ticket and to make sure important parts
aren't getting overlooked. Be aware that this feature is not about text highlighting for new articles, it is about
highlighting text in existing articles for you and other agents.

**How?**

![Screenshot shows highlight menu from ticket detail view](/screenshots/cypress/documentation/use/advanced-features.cy.js/text-highlighting.png)

Use the highlighting tool with the pencil icon in the upper right corner in the ticket detail view. To highlight text,
either select text first and then click the button. As an alternative, you can click the highlighting button first
and then select text. You can choose a different color by using the down arrow on the right side of the button. To
remove the highlighting, simply choose the rubber icon from the color menu.