# Email — Roma : choix de l'organisation des files de tickets

> **Statut : brouillon prêt à envoyer** (copier-coller sujet + corps, joindre les 4 PNG de
> `diagrams/`). Réponse attendue : **A**, **B** ou **C** → à consigner dans `ANSWER.md`.

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**To:** Roma
**Subject:** New email system — how should the team's ticket queues look? (pick A, B or C)

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Hi Roma,

The new email system (Zammad) is almost ready on the test domain — routing works: every
incoming email automatically lands in the right team queue (Quote/Estimating, Sales,
Engineering/CAD, Logistics, Accounting, After-sales, plus a Triage queue for the general
`contact@` inbox).

We agreed tickets are **not auto-assigned to a person**: they wait in a shared team queue,
and each agent **picks the next ticket** and becomes its owner — see the attached
**`pull-model.png`** for the overall flow.

The last thing to decide is **how the "to handle" queues are presented to the team**. Three
options — a diagram is attached for each:

**Option A — Zammad default: one mixed list per agent** (`option-a-default.png`)
Each agent sees a single built-in list, "Unassigned & Open", containing every waiting ticket
from all the teams they belong to, mixed together.

- ✅ Zero setup, zero maintenance.
- ⚠️ Multi-team agents (e.g. Cartoon, who covers Sales & Engineering **and** Operations) get
  quotes, shipping issues and CAD reviews all in one list — harder to focus, and no quick
  answer to "is the Quote queue empty?".

**Option B — one dedicated queue per department** (`option-b-per-team.png`)
We build a custom view per team: "Quote — to handle", "Accounting — to handle", etc. (~7
views). Each agent only sees the queues of their teams; you (or a supervisor) can glance at
any team's backlog in one click.

- ✅ Clean "each team has its own tray" logic; per-team backlog visible at a glance.
- ⚠️ Small one-time setup and a bit of upkeep when teams change; more tabs on screen.

**Option C — hybrid** (`option-c-hybrid.png`)
Keep the default mixed list, and add dedicated queues **only for the two busiest flows**:
Quote (the core business) and Triage (the general inbox to sort).

- ✅ Very light; the main money flow gets a clean, focused queue.
- ⚠️ Accounting, Logistics, CAD and After-sales stay mixed in the default list.

My recommendation: **B** if you want each department to have its own clearly visible
workload, **C** if you prefer to keep things minimal and only give the quotation flow a
dedicated queue. Both are quick to change later, so nothing is locked in.

Could you reply with just **A**, **B** or **C** (plus any adjustment you'd like)?

Thanks!
Bastien

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## Pièces jointes

| Fichier | Contenu |
|---|---|
| `diagrams/pull-model.png` | Le flux global : routage auto → file d'équipe → l'agent pioche |
| `diagrams/option-a-default.png` | Option A — liste unique mélangée par agent (défaut Zammad) |
| `diagrams/option-b-per-team.png` | Option B — une file dédiée par département |
| `diagrams/option-c-hybrid.png` | Option C — hybride (défaut + files Quote & Triage) |

## Contexte interne (ne pas envoyer)

- Modèle retenu en amont : **pull / file partagée** (option A de la discussion stratégie
  d'affectation du 2026-07-02) — pas d'auto-assignation, pas de round-robin.
- Accès groupes vérifiés en console (`User#group_ids_access`) : Cartoon = Quote, Sales, CAD,
  Triage, Logistics, After-sales ; Noc = Sales & Engineering ; Noppon = Accounting ;
  Phrom = Supervisor (tout).
- La décision de Roma conditionne le design doc (superpowers brainstorming en cours —
  HARD-GATE : pas d'implémentation avant validation du design).