Zammad - Dokumentation für Administratoren

Benutzer

Depending on your organization’s IT capabilities, users can be managed individually or in bulk, or even synchronized with third-party directory services.

The simplest way to manage users is directly in the Admin Panel.

Learn more about managing users…

Managing users via the admin panel

The “Users” panel provides tools to manually manage user accounts.

👥 Creating and editing users

Click the New User button to open the New User dialog, or click on an existing user to edit.

Hinweis

See Reference Guide: User Details for help with the New/Edit User dialog.

🗑️ Deleting users

Use the ⋮ Actions menu to open the Delete User dialog.

Warnung

💥 Deleting a customer destroys all their associated tickets!

To learn more, see Data Privacy.

🔎 Filtering the user list

Use the 🔎 Search for users bar and the Roles buttons to filter the list. You may search by name, email, or any other user attribute.

Bemerkung

🐞 Known bug

The search list displays up to 50 users, from newest to oldest. That means that if there are more than 50 results, the user you’re searching for might not be shown.

This is a known bug with a fix underway.

🔒 Unlock locked user accounts

Use the ⋮ Actions menu to unlock accounts after too many failed logins. Locked accounts are indicated with a 🔒 lock icon on the left side.

🏴‍☠️ Taking over a user’s session

Use the ⋮ Actions menu to 👁️ View from user’s perspective.

The View from user’s perspective button allows you to “hijack” another user’s session and confirm firsthand what they can and can’t do (or see) when they’re logged in.

This is especially useful when you need to verify that you’ve set up custom permissions correctly for non-admin users.

Gefahr

⚠ With great power comes with great responsibility.

This feature is not a simulation; entering this mode will boot the user from their session, and any actions you take (responding to tickets, changing passwords, logging hours worked) will actually be performed from the user’s account.

(On the other hand, if the user logs back in, you’ll be booted, too.)

Hinweis

When finished, use the Back to my view ✕ button at the top of the page. If you try to exit by logging out, the “hijacked” user session will be restored when you log back in.

Managing users via CSV Import

If your organization has information about customers (or personnel) already stored in a directory system that can export to CSV, you can batch-import them into Zammad in just three steps.

Use the Import button to open the CSV import dialog.

Hinweis

CSV import provides one-off batch processing of user records. For persistent, automated user synchronization, consider integration with a third-party directory system like LDAP / Active Directory or Exchange.

Step 1: Inspect the sample .csv

Use the link at the bottom of the CSV import dialog (“Example CSV file for download”) to see how Zammad expects you to format your user data.

Step 2: Export your user data to .csv

Prepare your .csv file according to the format found in Step 1 above. Note that:

• the id attribute (column) should be left blank or removed entirely;

• the firstname and lastname attributes are required; and

• any other columns may be safely omitted as long as each row has the same number of fields (commas).

For instance:

login,firstname,lastname,email,web,active
jdoe,"John","Doe",jdoe@example.com,"https://zammad.com",true
mmore,"Madeline","Moore",mmore@example.net,"",false

Step 3: Import your .csv to Zammad

Once your raw user data has been submitted, Zammad will perform a test run to compute the number of affected records:

CSV import always begins with a preview / test run.

Bemerkung

🤔 How does it know when to create new records and when to update?

Records are updated when the imported data contains an email or login that matches an existing user account.

Click Yes, start real import to proceed. (If you’re importing a lot of records, be patient—it may take a minute.)

That’s it! 🎉🎉🎉

LDAP / Active Directory

Zammad comes with a powerful LDAP integration that allows you to have a single source of truth. By this you reduce the number of login credentials your user has to remember.

Hinweis

The LDAP source is also a perfect candidate for Zammad’s Kerberos Single Sign-On but also works as addition to other Third-Party Applications.

Manage LDAP-Sources

Hinweis

Please keep in mind all current limitations for the LDAP synchronization. This will help to understand scopes of the following operations better.

Add new source

Using the New Source button allows you to add new LDAP sources to your installations. You’re not limited in the number of sources, however, keep in mind that many sources will also take more time to synchronize.

If you want to use LDAPs, type ldaps:// instead of ldap:// in front of your hostname. You can also tell Zammad to use a different port by appending :<port number>.

When providing a LDAPs source, Zammad will display an additional option SSL verification that allows you to disable the verification for e.g. self-signed SSL certificates.

Tipp

Using an user filter can be a good idea if you only require a small subset of your LDAP users in Zammad.

This especially affects inactive users

As every LDAP behaves differently on which attributes and how they are set, Zammad doesn’t care about any flags.

Users that no longer are returned by your LDAP source will automatically be set to inactive. Zammad assumes that the user was deactivated.

Users will never be removed automatically! If you want to remove obsolete users, use Data Privacy.

Active Directory admins

Active Directories are quite specific on how to filter for active users only - please see the Microsoft documentation for more information.

Gefahr

Do not manually write pathes of either LDAP attributes or groups. If Zammad does not display them, it either cannot find them or you have a lot of users that don’t have the attributes populated.

Zammad will always only return attributes that are filled - this reduces the returned list of attributes greatly.

Review or edit existing source

Clicking on a LDAP source will provide a configuration and mapping overview.

If needed you can then use the Change button to update either the name, active state or the whole configuration. If you’re changing the whole configuration, the dialogue will be identical to the source creation.

Bemerkung

Did your LDAP server change? Different LDAP servers have different structures and default attributes. This causes the LDAP synchronization to likely fail. Consider removing the affected source and re-add it.

Re-arrange LDAP source’s order

You can change the synchronization order for each source at any time. Zammad will synchronize the sources from top to bottom.

Remove a source

If you no longer need the a LDAP source or simply want to start over, you can remove them at any time. This will not remove synchronized users, data synchronized or permissions.

Tipp

Not sure if you’d need the source later on? Set the source to inactive instead of removing it - see Review or edit existing source for more.

📝 Manage LDAP-Sources

Add, modify, remove or re-arrange your LDAP-Sources as needed.

Limitierungen

Before you continue, please note the following limitations.

• Mapping / Synchronizing organizations is not possible

  Tipp

  You may want to consider using domain based assignments to overcome this issue. Learn more on Unternehmen.

• Zammad’s LDAP sync is one way. Editing user settings or permissions may be overwritten upon the next sync depending on your configuration.

• Nested groups are not supported.

• Synchronizing user avatars from LDAP is not supported.

• Unlike user filters, group filters cannot be changed.

• When a user originates from an LDAP server, Zammad will try to verify the login credentials against LDAP first - if this fails Zammad will check its local database.

  Warnung

  Users can have local passwords even if they’re LDAP users! You can learn more about user accounts in general on Benutzer.

• When several LDAP sources contain the same user (meaning the same email address), the user in question will be updated with every source configured. The last LDAP source will win.

  This is subject to change with Issue 4109 in the future.

• Synchronization statistics currently affect all configured LDAP sources. This also applies for newly added or updated sources.

  This is subject to change with Issue 4108 in the future.

• Zammad currently has limited fallback server support. You can workaround this by providing several sources - however, ensure to have the exact same configuration on your fallback.

  This is subject to improve with Issue 4107 in the future.

Recent Logs

This section holds all requests Zammad handled for all LDAP sources. These entries can either contain synchronization information or logins (authentication attempts via Zammad’s login interface).

By clicking on any request, Zammad will provide even more information. The provided information can be useful when something does not work as expected.

Bemerkung

Especially a LDAP synchronization can cause many log entries. The web interface will always limit the number of shown entries to the last 50 entries.

Exchange

With our Exchange integration, you can easily use existing address books without having to update more than one source.

Warnung

The exchange sync can be overruled by Zammad’s LDAP integration. If you have the same users in both sources, the LDAP version will always be Zammad’s pick.

Bemerkung

The Exchange sync is one way: Exchange => Zammad. Changes to your users inside of Zammad might be overwritten by the Exchange Sync.

To configure Exchange integration, simply go to the System -> Integrations -> Exchange in the admin panel. Press „change“ and follow the wizard for adding the needed Exchange information to Zammad. On the last two step Zammad will ask you for the address book(s) and your wanted Attribute mapping. By default, Zammad only Maps email address, First- and Lastname. Technically you can map any Exchange object to a Zammad user object (this also works for Custom Objects!).

Bemerkung

Please refrain from syncing all addresses, as the results may not be what you expect (Exchange collects huge amounts of addresses). A central address book of your company to sync makes more sense, as you can ensure that Zammad gets only the data you need and want.

After pressing Continue, Zammad will check if the configuration is okay. You can then enable Exchange and start your first sync. The sync will then run hourly - if you need to change mappings or the address book(s), you can change the configuration at any time.

After the sync has finished, you can find the new Exchange contacts under „Users“. Zammad integrates them just normal users.

Bemerkung

In some cases you might see unique IDs as „Login“ instead of the email address. This is normal and doesn’t affect the login or email mapping for that entry.

Bemerkung

😲 Customers get their own user accounts, too?

Yes! Unlike e.g. OTRS, Zammad needs to store accounts for everyone who communicates through the system.

Why? It helps us do things like show all tickets from a certain customer.

How? Zammad checks the sender of every incoming message at every inbox it monitors, and if it doesn’t recognize the address, ✨ poof—new customer account!

(Your customers never need to set a password. Of course, they can if they want to, but the account will be there even if they never use it.)

Reference Guide: User Details

Most of the attributes you can set on user accounts are self-explanatory. The ones that aren’t are described below.

User details can be set in the New/Edit User dialog.

Bemerkung

🕵️ Admins aren’t the only ones who can change these settings.

In most cases, agents can, too (using the new ticket dialog, search bar or the ticket pane).

👤 Login

A user’s email and login may differ, but either one can be used to sign in.

Bemerkung

User logins are not shown in the New/Edit User dialog, but they are visible from the user overview.

This attribute cannot be set via the Admin Panel. Instead, use the Zammad console, the REST API, or CSV import.

🔑 Password

Yes, administrators really do have the power to change other users’ passwords.

(Agents do not, though.)

🏢 Organization

Unternehmen are a way to group customers together (usually, members of the same company). This allows you to do things like view all tickets for that company or set up special Triggers that fire only for those customers.

Hinweis

🚫 You can’t assign a customer to an organization that doesn’t exist yet.

To add one, go to Manage > Organizations in the Admin Panel.

🏤 Secondary Organizations

This option allows you to assign more organizations, in addition to the user’s primary organization.

Secondary organizations behave the same like the primary ones with one exception: Secondaries are not as highlighted like their primaries.

Hinweis

Listings for all organizational tickets are not affected by this. Zammad will mix primary and secondary organization tickets together.

Warnung

While the number of secondary organizations is not limited directly, you may want to keep this to a reasonable number of organizations.

30-40 organizations at maximum should be good enough.

👑 VIP

This flag is a way for your team to indicate high-status customers. Just as with organizations, you can set up special Triggers, Scheduler jobs, SLAs, and Übersichten just for VIPs.

VIPs are displayed with a crown above their avatars.

📑 Note

Notes are visible to all staff members, including agents.

Hinweis

😵 Are you using the Note field to keep track of your own “custom” user attributes?

Wish you could add your own fields to the New/Edit User dialog?

You can! To learn more, see Objects.

▶️ Active

Disabling this flag is a soft alternative to deleting a user. So what’s the difference?

1. There is no way to restore a deleted user; inactive users can be reactivated at any time.

2. When a user is deleted, all their associated tickets are lost, as well; deactivating a user keeps all associated tickets intact.

3. Inactive users still appear in search results:

   

   A slashed-out 👤 icon indicates an inactive user. In other cases, inactive users are greyed out.

🔓 Permissions

Under this heading, you can manage two separate (but related) user details:

1. Rollen dictate what users can do in the system. If you need to grant someone privileges to edit the knowledge base or access part of the admin panel, roles are the answer.

2. Group Access Levels dictate which tickets an agent can work with. If someone’s not receiving notifications for incoming tickets or can’t be assigned a ticket, group access levels are likely to blame.

Top: A user’s roles decide what kinds of actions they can perform and which groups they belong to. Bottom: Group assignments can alternately be set on a per-user basis.

Hinweis

🤔 Huh? I don’t see the group access table…

The group access table is only visible in agent profiles, when there is more than one active group in the system.

Gruppen

This is the group management area. From here you can edit existing groups and add new groups.

Groups in Zammad are similar to working groups that deal with different topics within a company. For example, the tickets relevant to the sales department might be available in the Sales group, while the tickets for the support department might be available in the Support group. These are just examples; how you structure your groups is up to you.

Tickets enter Zammad through various channels (e.g. via email) and are then sorted into these groups. The tickets (cases) are thus made available to the agents responsible for the group. Each ticket can only belong to one group, and you can decide via access levels (see below) what access your agents have in each group. For example, you might want set up a group Management for confidential tickets; with access levels, you can configure that only a few select agents will have access to these tickets.

For an additional way to categorize tickets, have a look at Tags.

Hinweis

Zammad users are global to the whole instance. Restriction to specific groups is not possible.

Group Settings

Click on a group to edit it, or click on New group to create a new group.

No matter if you’re going to edit or create a new group, each group comes with the following settings you can adjust as needed.

Name

This is the name your agents (and customers when using Web) will see within the Zammad-UI.

Assignment timeout

The time in minutes after which the ticket’s ownership will revert back to unassigned after the assigned agent hasn’t worked on the ticket.

Bemerkung

This timeout does not take any working hours in account.

Follow-up possible

This option allows you to decide how Zammad should react if a customer replies to a closed ticket (no matter if by e.g. email or UI).

yes

The ticket will be reopened. This is the default value.

do not reopen Ticket but create new Ticket

The ticket will remain closed and Zammad will create a new ticket instead. The new ticket contains the customers reply only.

do not reopen ticket after certain time but create new ticket

The ticket can be reopened unless the specified number of days after last ticket closure has been exceeded. If the time limit is exceeded, Zammad will create a new ticket instead of reopening.

Choosing this option will provide the option Reopening time in days which requires you to provide the number of days you want Zammad to wait until it creates new tickets.

Assign follow-ups

This setting allows you to decide if, upon a reopen of a ticket, the last assigned owner should stay assigned or if Zammad should reset the owner to nobody.

yes

The ticket will remain to the last agent who owned it. This is the default value

no

The owner assignment of the ticket will be removed.

E-Mail

Select which sender’s email address Zammad will use outbound for replying on a ticket in this group.

Bemerkung

You don’t have an email address configured yet?

Please configure an email based channel before here

• Channels → Email

• Channels → Microsoft 365

• Channels → Google

and come back afterwards.

Signature

Choose which signature to use when replying to tickets in this group. Leaving this option unset will send emails without any signature.

Geteilte Vorlagen

Shared drafts allows your agents to share ticket drafts (for new and existing tickets) with their colleagues. By default this setting is enabled, disable it if you don’t want your agents to use this function.

Learn more about shared drafts in our user documentation.

Note

An internal note about the group that is only visible to people who can access the group management area.

Active

Don’t need the group any more? If you can’t or don’t want to recycle (rename) the group, you can also set it to inactive. Agents and customers will no longer be able to see the group and thus can’t add, update or read it’s tickets.

Bemerkung

As of now groups cannot be removed.

Warnung

Please keep in mind that you still can route tickets into these groups. This is potentially dangerous, make sure the group is no longer part of email filters or a destination group.

A sample configuration of a group.

Group Access Levels

When assigning an agent to a group, Zammad gives you fine-grained control over what actions that agent can perform within it:

Use the group access table to grant per-group privileges.

Within each group, the different access levels allow an agent to…

LESEN

… Tickets einsehen

ERSTELLEN

… neue Tickets erstellen

ÄNDERN

… bestehende Tickets aktualisieren

ÜBERSICHT

… Tickets in Übersichten sehen (aber nicht deren Details)

VOLL

… alles von oben und der Möglichkeit zugewiesen zu werden / Ticket-Benachrichtigungen zu erhalten

Bemerkung

🔔 Full group access also enables notifications for that group’s tickets.

Setting Access Levels

There are two ways to define an agent’s per-group access levels:

1. Directly, in the Edit User dialog

   

   Simply set your access levels right on the target user.

2. Implicitly, by editing a user’s roles

   

   First, set your access levels on a role…

   

   …then, add that role to the target user.

Bemerkung

⚖️ We recommend choosing one or the other; things can get confusing if you use both at the same time.

So which one is right for you? Whichever one is less work. If you’re trying to assign multiple agents to the same group with the same access levels, create a role for them to share—that’s what roles are for!

Examples

“The Standard Issue”

When a system only has one group, this is the default access level assigned to all agents. Unless you have special needs in mind, this is the way to go.

“The Supervisor”

Agents with all permissions except for “full” cannot be assigned tickets. Otherwise, their privileges are identical to agents with “full” access. Great for letting other people do the real work.

“The Meddler”

Agents with “read”, “change”, and “overview” access can do everything except create tickets or be assigned to them. Great for getting involved in other people’s business.

“The Intern”

Agents with only “create” access can do just that, and nothing else—once they hit Save, they’ll never see that ticket again. Great for taking phone calls for someone more important than you.

Hinweis

If the Group field does not appear in the ticket view, ensure that:

• you have created more than one group

• the current user has „change“ permissions to more than one group

This is necessary because Zammad automatically hides selection fields with only one option.

Rollen

If you’re already using Zammad, you’ll know that users can be admins, agents, or customers. These are Zammad’s built-in roles, and they’re the tip of the iceberg of its powerful, flexible, and fine-grained permission system.

Assign user privileges in the Admin Panel, under Manage > Roles.

Bemerkung

👀 Users can have both “agent” and “customer” roles at the same time!

Why would you want this? Agents get overviews of all the tickets they’re assigned to (among other things), while customers get an overview of all the tickets they’ve opened. But some teams use Zammad for both internal and public communication, so their agents need both.

Having both roles also changes what you see in the ticket view, depending on whether you’re the “customer” or not.

Tipp

💡 LDAP/Active Directory users:

Syncing your LDAP “groups” to Zammad roles can make access management way easier. To learn more, see LDAP / Active Directory.

What Is a Role?

tl;dr Some users can do things others can’t (like close a ticket). Users have roles, roles have permissions, and permissions are what make those actions possible.

So what exactly are permissions, then?

The admin.calendar permission gives you access to the Manage > Calendars admin panel.

Simply put, permissions are names for all the different things users might want to do throughout the system, such as:

chat.agent

respond to live chat messages

ticket.agent

update tickets

admin.user

access the Manage > Users admin panel

knowledge_base.editor

create/edit knowledge base articles

Zammad has dozens of these permissions, which is a lot to keep track of. So instead of saying “This user has permissions A, B, and C”, Zammad says “The agent role has permissions A, B, and C, and this user is an agent.”

This makes creating user accounts for new agents a whole lot simpler, and it also makes it easier to invent a new permission D and say “All existing agents can do that now, too.”

In short, roles are just collections of permissions that you can give to a user. The built-in admin, agent, and customer roles are enough for many teams, but Zammad gives you the freedom to custom-build your own.

And to do that, you’ll need to know what each permission does.

Reference Guide: Permissions

Admin-Berechtigungen

Bemerkung

📁 Permissions are namespaced, which is sort of like having files inside of folders.

The permissions listed on this page all belong to the admin namespace. You can select them individually, or you can just select admin to enable the whole bunch.

Admin permissions are shown at the top of the New Role dialog…

…and give users access to the pages of the Admin Panel.

x

admin.api

System > API

admin.branding

Einstellungen > Branding

admin.calendar

Verwalten > Kalender (notwendig für SLAs)

admin.channel_chat

Kanäle > Chat

Hinweis

🤓 Trying to grant access to send messages in live chats?

Benutzen Sie stattdessen chat.agent.

admin.channel_email

Kanäle > Email

admin.channel_facebook

Kanäle > Facebook

Hinweis

🤓 Trying to grant access to view/update tickets from Facebook?

That’s in Group Access Levels.

admin.channel_formular

Kanäle > Formulare

admin.channel_google

Kanäle > Google

admin.channel_microsoft365

Kanäle > Microsoft 365

admin.channel_sms

Kanäle > SMS

admin.channel_telegram

Kanäle > Telegram

Hinweis

🤓 Trying to grant access to view/update tickets from Telegram?

That’s in Group Access Levels.

admin.channel_twitter

Kanäle > Twitter

Hinweis

🤓 Trying to grant access to view/update tickets from Twitter?

That’s in Group Access Levels.

admin.channel_web

Kanäle > Web

admin.core_workflows

System > Core Workflows

admin.data_privacy

System > Datenschutz

Gefahr

🔥 This permission allows users to permanently delete data on the system. Proceed with caution!

admin.group

Verwalten > Gruppen

admin.integration

System > Integrationen

admin.knowledge_base

Verwalten > Knowledge Base

Hinweis

🤓 Trying to grant access to read/edit knowledge base articles?

Use knowledge_base.reader and knowledge_base.editor instead, and double-check the answer’s visibility.

admin.macro

Verwalten > Makros

Bemerkung

In some cases, macros may also require admin.tag.

admin.maintenance

System > Wartung

admin.monitoring

System > Monitoring

admin.object

System > Objekte

admin.organization

Verwalten > Organisationen

Bemerkung

Agents can access existing organizations from the search bar, even without this permission. They can even edit an organization’s name, domain, and notes!

admin.overview

Verwalten > Übersichten

admin.package

System > Pakete

admin.report_profile

Verwalten > Report-Profile

Hinweis

🤓 Trying to grant access to view reports?

Nutzen Sie stattdessen report.

admin.role

Verwalten > Rollen. 🧐

admin.scheduler

Verwalten > Automatisierung für die Automatisierung an Tickets

admin.security

Settings > Security settings of Zammad This also covers third party authentications.

admin.session

System > Sitzungen

admin.setting_system

Einstellungen > System von Zammad

admin.sla

Verwalten > SLAs

admin.tag

Manage > Tags

admin.template

Verwalten > Textbausteine

admin.text_module

Verwalten > Textbausteine

admin.ticket

Settings > Tickets (does not grant access to Composer Settings)

admin.time_accounting

Verwalten > Zeiterfassung

Hinweis

This permission may be useful for accounting personnel if they need to be able to export timekeeping records.

admin.translation

System > Übersetzungen (ermöglicht außerdem das Inline-Übersetzen)

admin.trigger

Verwalten > Trigger

admin.user

Verwalten > Benutzer

Bemerkung

🤔 Ich dachte Agenten können bereits Benutzeraccounts verwalten?

Agenten können Kunden erstellen und bearbeiten, aber sie können nicht:

• modify anyone’s permissions (roles or groups)

• modify anyone’s passwords

• edit other agent’s accounts

Gefahr

🏴‍☠️ Diese Berechtigung erlaubt das Übernehmen anderer Benutzersitzungen.

To learn more, see Taking over a user’s session.

Agenten-Berechtigungen

Bemerkung

The permissions listed on this page grant access to features that have to be enabled or configured system-wide in the Admin Panel first.

Agent permissions are shown in the middle of the New Role dialog…

…and give users access to new sidebar tabs for communicating with customers.

x

chat.agent

💬 Kunden-Chat

Hinweis

🤓 Requires configuration of Chat Channel

cti.agent

Erlaubt Zugang zum 📞 Anrufer-Protokoll

Hinweis

🤓 Erfordert die Konfiguration einer der folgenden Integrationen

• Generische CTI

• Placetel

• Sipgate

knowledge_base

📕 Knowledge Base

knowledge_base.editor

create/edit privileges

Hinweis

Editor permissions always include reader permissions.

knowledge_base.reader

read privileges for internal content

Hinweis

Public articles are always visible.

Tipp

Zammad supports granular permissions on knowledge base categories.

This function allows agents with editor permissions to restrict specific internal categories & answers to chosen roles.

In order to allow your agents to set granular role permissions, the roles in question require at least reader permission for the knowledge base.

Gefahr

Keep in mind that this may be dangerous, as reader permission provides access to internal answers!

report

📈 Reporting

Warnung

🙅 Gewähren Sie diese Berechtigung niemals Ihren Kunden.

Giving customers access to reporting constitutes a serious data breach, as it includes all ticket and user information across the entire system!

Bemerkung

This permission is the exception to the rule on this page:

1. the feature it enables is not for communicating with customers;

2. the button appears at the bottom of the sidebar; and

3. it is typically reserved for admins and supervisors.

ticket.agent

🗒️ (Agent) Übersichten

Bemerkung

🤔 What’s this big table doing here in the middle of my permissions?

The group access table is shown when there is more than one active group in the system.

Okay, so remember when we said that “roles are just collections of permissions”? That wasn’t entirely true—they can also be collections of group access levels.

To learn more, see Group Access Levels.

Hinweis

🤓 Point of technicality

You can assign both agent and customer roles to the same user — but you can’t assign both ticket.agent and ticket.customer permissions to the same role!

To make it work, you need two separate roles: one with ticket.agent and the other with ticket.customer.

User Preferences Permissions

Bemerkung

📁 Permissions are namespaced, which is sort of like having files inside of folders.

The permissions listed on this page all belong to the user_preferences namespace. You can select them individually, or you can just select user_preferences to enable the whole bunch.

User preferences permissions are shown at the bottom of the New Role dialog…

…and give users access to the pages of their User Profile.

x

user_preferences.access_token

Generate API tokens to control Zammad via the REST API

Bemerkung

💡 Security Tip

Generated tokens will never have more permissions than the user that generated them.

user_preferences.avatar

Override the default Gravatar with a custom avatar

user_preferences.calendar

Configure the calendar feed

user_preferences.device

Manage device login sessions

Bemerkung

💡 Security Tip

Revoking this permission disables “Login detected from a new location” notification emails.

To learn more, see System-Benachrichtigungen.

user_preferences.language

Configure the UI locale/language

user_preferences.linked_accounts

Manually link accounts after signing in with third-party authentication

Bemerkung

If automatic account linking fails, this is the only way your users can utilize third-party logins.

user_preferences.notifications

Configure ticket notification settings

Bemerkung

Agents only receive ticket notifications for groups they have “full” access to.

Customers can’t receive ticket notifications at all.

user_preferences.out_of_office

Designate a substitute for out-of-office hours

Bemerkung

💡 Security Tip

Designating a substitute does not grant that person the permissions / group access levels of the agent they’re replacing.

user_preferences.overview_sorting

Allow your users to define their own overview order.

Bemerkung

The order your user chooses here cannot be overwritten by admins. Renaming or resorting overviews has no effect on custom orders.

Hinweis

This is an optional permission for customers and thus disabled by default.

user_preferences.password

Change account password

Warnung

🔑 Third-party authentication / LDAP users:

Be sure to revoke this permission for all your users. When using a third-party identity server (like LDAP), the whole point is to let it take care of authentication so that passwords never have to live in Zammad’s database.

Broadly speaking, there are four types of permissions:

🛡️ Admin

for access to each page of the Admin Panel

🕵️ Agent

for access to customer communications

👤 Customer

Without the ticket.customer permission, customers can’t see the My Ticket overview—but they can still log in and open new tickets!

🎛️ User Preferences

for access to your own user profile

Bemerkung

📁 Permissions are namespaced, which is sort of like having files inside of folders.

These permissions:

• admin.api

• admin.branding

• admin.calendar

• admin.channel_chat

• admin.channel_email

• …and 30+ more

all belong to the admin namespace. You can select them individually, or you can just select admin to enable the whole bunch.

Role Details

Aktiv bei Neuanmeldung

Every new user must be assigned at least one role upon creation. This attribute decides which role to give new users by default (which usually happens when creating a new ticket for a new customer).

The default role is identified in the overview of the Manage > Roles admin panel.

Warnung

🙅 Standard-Rollen sollten niemals Admin- oder Agenten-Berechtigen beinhalten.

Unternehmen

Depending on your organization’s IT capabilities, organizations can be managed individually or in bulk.

The simplest way to manage organizations is directly in the Admin Panel.

Learn more about managing organizations…

Managing organizations via the admin panel

The “Organizations” panel provides tools to manually manage organization entries.

👥 Creating and editing users

Click the New Organization button to open the New Organization dialog, or click on an existing organization to edit.

Hinweis

See Reference Guide: Organization Details for help with the New/Edit Organization dialog.

🗑️ Deleting organizations

Organizations currently can only be removed via data privacy by deleting the last organization member and then choose yes for Delete organization?.

Use the ⋮ Actions menu to open the Delete User dialog.

Warnung

💥 Deleting a customer destroys all their associated tickets!

To learn more, see Data Privacy.

Hinweis

Technically organization removal is possible via Zammad’s API, however, this only works in very specific situations. You may want to stick to data privacy as of now.

Managing organizations via CSV Import

If your organization has information about customers (or personnel) already stored in a directory system that can export to CSV, you can batch-import them into Zammad in just three steps.

Use the Import button to open the CSV import dialog.

Step 1: Inspect the sample .csv

Use the link at the bottom of the CSV import dialog (“Example CSV file for download”) to see how Zammad expects you to format your organization data.

Step 2: Export your organization data to .csv

Prepare your .csv file according to the format found in Step 1 above. Note that:

• the id attribute (column) should be left blank or removed entirely;

• the name attribute is required; and

• any other columns may be safely omitted as long as each row has the same number of fields (commas).

For instance:

name,shared,domain,domain_assignment,active,members
Chrispresso Inc.,true,"",false,true,emma@chrispresso.com
"","","","","",jacob@chrispresso.com
"","","","","",chris@chrispresso.com
Awesome Customer Inc.,true,"",false,true,emily@example.com
"","","","","",samuel@example.com
"","","","","",anna@example.com
Zammad Foundation,true,"",false,true,nicole.braun@zammad.org

Hinweis

Several organization members can be added: Ensure to provide the users email address as shown above with empty values.

Step 3: Import your .csv to Zammad

Once your raw organization data has been submitted, Zammad will perform a test run to compute the number of affected records:

CSV import always begins with a preview / test run.

Bemerkung

🤔 How does it know when to create new records and when to update?

Records are updated when the imported data contains a name that matches an existing organization entry.

Click Yes, start real import to proceed. (If you’re importing a lot of records, be patient—it may take a minute.)

That’s it! 🎉🎉🎉

Bemerkung

😲 Technical Limitations

• Organizations currently cannot be removed. The only exception is Zammad’s Data Privacy function.

• Unlike users, agents cannot just create new organizations. Check the permission reference to learn more.

• Because of how organization references work with users, external syncs like LDAP or Exchange do not support organization mapping.

  Hinweis

  This is relevant to you? Consider domain based assignments.

Warnung

🥵 BIG organizations can cause performance issues

Organizations with many members can cause a fairly high system load in some situations. This especially affects organizations whose members run many updates, for example ticket creations or frequent communication. A lot of linked data syncs may cause an overhead.

Proceed with caution.

Reference Guide: Organization Details

Most of the attributes you can set on organizations are self-explanatory. The ones that aren’t are described below.

User details can be set in the New/Edit Organization dialog.

Bemerkung

🕵️ Admins aren’t the only ones who can change these settings.

In most cases, agents can, too (using the ticket pane or organization detail page).

📢 Geteilte Organisation

If you set this option to yes, all organization members will be able to view and update tickets of their organizational members in addition to their own.

Setting this option to yes also provides access to overviews being available to shared organizations only. Learn more on Übersichten.

The default value on creation dialogues is yes.

Gefahr

This can cause serious issues if you have e.g.human resources working in the same Zammad instance. Shared organizations usually are relevant for Support companies with fairly big customers and support contingents.

Hinweis

Sharing organizations don’t just affect customers, however, if you want to provide ticket access to agents, please see the Reference Guide: Permissions.

Members of shared organization have access to organization based overviews

🗄️ Domain based assignment

Activating domain based assignment will cause Zammad to automatically add newly created users to said organization. This can greatly reduce your maintenance effort and is seen as workaround for not being able to map organizations via LDAP.

The default value on creation dialogues is no

Bemerkung

Domain based assignment only works for newly created users and has no effect on existing users.

🌐 Domain

Add the email domain of the organization with this option. It’s being used on user creation to determine the assignment. This option belongs to domain based assignment and is required if set to yes.

Bemerkung

At the time Zammad allows one domain per organization. You may also want to ensure to not use free mailer domains like gmail.com for these assignments.

📑 Note

Notes are visible to all staff members, including agents.

Hinweis

😵 Are you using the Note field to keep track of your own “custom” organization attributes?

Wish you could add your own fields to the New/Edit Organization dialog?

You can! To learn more, see Objects.

▶️ Active

Disabling this flag is a soft alternative to deleting an organization. So what’s the difference?

1. There is no way to restore a deleted organization; inactive organizations can be reactivated at any time.

2. Inactive organizations still appear in search results:

   

   A slashed-out 🏢 icon indicates an inactive organization. In other cases, inactive organizations are greyed out.

Übersichten

You can provide overviews to your agents and customers. They can be used as a kind of worklist of tasks that the agent is supposed to work off. You can also create individual reports for individual agents or agent groups.

In the Overview Management Area you can add new overviews, edit or delete them.

Warnung

Please note that Overviews can cause performance issues leading to no longer or less often refreshing overviews!

Whenever possible, try to use the same overviews for as many agents and groups as possible to keep the number of overviews low. For best results, you might want to use between 15-20 overviews maximum. Also, any overview will only show a total of 2100 elements.

Bemerkung

Overviews will only show tickets to your users, that the user have rights on (group or role based).

The following attributes can be set when creating an overview:

Available for the following roles / Restrict to only the following users

Hinweis

Roles are assigned to users, per default there are agents, admins and customers. Further information about Rollen.

Bemerkung

The setting „available for the following roles“ is mandatory.

Define roles that are supposed to see and use the overview in question.

If your overview is rather specific for a sub group of users of your role, use the „Restrict to only the following users“ option to further restrict the visibility of the overview to defined users.

Hinweis

You will still have to provide a role!

Only available for users with shared organization

Hinweis

Shared organization is a setting in the organization management. See Unternehmen for more information.

This is only important if the available role is a customer. When deciding whether yes or no is selected, it must be considered to what extent this makes sense - for example, if a customer sees only his own tickets, many views are usually not necessary…

Bemerkung

Users also refers to the customer role in this case.

Available for users which are replacements for other users.

This selection refers to the setting in the user preferences (profile-pic in the left corner –> profile –>) „out of office“. If this option is checked, this selection is only displayed if someone has been entered as a substitution.

For example: Agent A is on vacation and Agent B will take care of his tickets. Then an overview can be set up, which only shows Agent B all new tickets from Agent A for this period of time, without having to search for them separately.

Bemerkung

Replacement users are part of our Out of Office function.

Conditions for shown tickets

What conditions should the listed tickets contain? (it is like a filter) You can add more than one condition. In the preview you have the possibility to double check if your entry of the conditions makes sense by directly displaying tickets that match your filtering.

Attributes

Which attributes shall be shown in the overview? (column headers)

With this setting you can select the headlines of your overview. Depending on which information is important in this selection, it can be displayed individually. For this example „Unassigned and open“ the overview would look like this:

These settings can also be adjusted individually by admins at a later time (In the overview, top right: Options).

Bemerkung

Please note that overview column and sort settings are global settings which affect all users seeing those overviews.

Sorting, Grouping and Active

Sorting by

In which order should the tickets be displayed? (Sorted by the attributes)

Sorting order

The direction of the sorting.

Gruppieren mit

Should the tickets be grouped by a specific attribute within the list?

Gruppierreihenfolge

The direction of the grouping.

Active

Should the overview be active or not? Rather than deleting an overview entirely, you can set it to inactive to make it unavailable to your users.

Bemerkung

Users can define their own overview order. Renaming or reordering overviews has no effect on custom orders!

You can learn more about this setting in the user documentation.

Textbausteine

Bemerkung

Beside text modules Zammad also allows you to use Ticket Templates for ticket creation.

Text modules can be edited in the admin interface under Manage –> Text modules. Here you will find text snippets already created in the standard version, which can be extended as needed.

Here you can add new text modules, delete or edit them.

Creating keywords makes it easier to find the right text module.

If needed, you can restrict text modules to specific groups. With this, you can easilly keep text module lists short and dedicate specific texts to where they belong.

You can adjust the group memberships for text modules at any time. This allows you to have the text module available globally (no groups selected) or one or several specific groups.

To select placeholders from a list, just enter :: in the text block. The list can be searched with the arrow keys after inputting keywords or shortcuts. All text modules can be used in articles as well as in the chat.

Bemerkung

Weitere Informationen zu Textbausteinen finden Sie in unserer Benutzer-Dokumentation.

Tipp

If text modules are to be grouped, this can be done using shortcuts. Example country codes:

Text modules are created for the group Germany as follows:

• Ger_Textmodule1

• Ger_Textmodule2

• …

for Austrian-Snippets:

• Aut_Textmodule1

• Aut_Textmodule2

thus only the relevant text modules are displayed for each country.

The example text modules below use Variablen to dynamically insert information like the customer’s or agent’s names.

Examples of snippets are:

Hello Mrs. #{ticket.customer.lastname},

Hello Mr. #{ticket.customer.lastname},

Hello #{ticket.customer.firstname},

My Name is #{user.firstname},

Of course you can also use multi line snippets.

Delete or clone text modules

Often similar text modules have to be created or unnecessary ones deleted. For these cases you can click on the 3 points in the text module overview on the right side and select the corresponding action:

When cloning, text modules with all attributes are duplicated and can be edited later.

Import of text modules via CSV file

With the import action (since Zammad 2.5) you can download a sample CSV file and upload your own CSV file.

To reduce the error rate of unwanted mass changes, a test import is carried out first and a summary appears at the end. If you agree with the summary, the CSV import will be executed.

Makros

Makros sind 🖱️ ein Klick-Abkürzungen zum Hinterlegen von Änderungen an einem Ticket.

If you find yourself making the same changes to lots of tickets (e.g., close-and-tag-as-spam or reassign-to-another-group), you can store those changes in a macro for easy access:

Choose from the macros Close & Tag as Spam, Move to RMA, and Reply & Close & Tag as Banana.

You can also apply macros in bulk (i.e., to many tickets all at once) via the Overviews page:

Select your desired tickets, then click-and-drag to apply a macro to all of them.

You can create or edit macros on the Macros page of the admin panel:

Learn by example

To get you up and running quickly, here are some examples of the kinds of one-click actions you can set up using macros.

Hinweis

If they don’t make sense to you, don’t worry—just skip ahead to Wie funktionieren sie? to learn about all the options in detail, then come back here to see them in action.

1. If you deal with a lot of spam, you could set up a macro that applies the following changes to a ticket:

   Status

   geschlossen

   Tags

   add spam

   Besitzer

   current user

   

   Tipp

   💡 Run this macro in a Scheduler to periodically clean up unwanted tickets.

2. If you want to set a ticket’s state to pending reminder, it’s usually a two-step process—first select the state, then select a date. To always set a reminder for the same, fixed amount of time (say, seven days later), you can bundle the whole change into a macro:

   Note

   “Postponing ticket for 7 days.” (🔒 internal visibility only)

   Status

   warten auf Erinnerung

   Warten bis

   relativ / 7 / Tage

   Besitzer

   current user

   

Wie funktionieren sie?

Macros are made up of actions (changes to a ticket). You can add as many actions to a macro as you want.

There are also a few other settings that affect who can use a macro or how it behaves.

Creating Macros

Actions

You can create actions to:

• set ticket attributes (priority, state, group, etc.)

• add new notes to a ticket

There are no actions for:

• sending a reply to the customer

Bemerkung

Unlike triggers, the scheduler, and text modules, macro actions do not support the use of Variablen.

Warnung

If the ticket is missing a required attribute and the macro doesn’t set it, then no actions will be applied.

Once completed…

After running this macro, should Zammad remain on the current tab, close it, or automatically switch to the next ticket? (Does not apply when running macros “in bulk”.)

Note

What should other Zammad admins know about this macro? (Visible only via the “Edit: Macro” dialog, Rails console, and API.)

Gruppen

Which Gruppen are allowed to see/use this macro?

Active

Choose “inactive” to disable this macro without deleting it.

Managing Macros

You can delete or even clone existing macros in the Admin Panel under Manage > Macros.

When cloning a macro, you must click “Submit” for the duplicate to be created.

Templates

Templates allow you to create tickets at a rapid speed by defining a ticket template for recurring tickets.

Bemerkung

😖 Sounds familiar

Right! Prior Zammad 5.3 ticket templates where managed entirely within the ticket zoom.

This has changed:

Your agents by default no longer have permission to manage templates by default. However, they can always load existing templates into their new ticket dialogue.

Warnung

⚠️ Limitation ahead

Please note that ticket templates do not allow the use of variables.

Vorlagen verwalten

Adding new template

Use the New Template button to start creating a new template.

Name

Select a meaningful template name. This name will be shown to your agents during ticket creation (within Select Template).

Actions

Within actions, Zammad will provide all available ticket attributes. This allows you to create granular templates with the information you need.

Editing templates

If your template no longer fits your need or contains errors, simply click on the template name to edit it.

Cloning templates

Zammad allows you to clone existing templates and continue your new template from there.

To do so, use ⋮ Actions of the desired template in your list and choose Clone. A new template modal will open with attributes prefilled.

Removing templates

If you longer require a specific template, use ⋮ Actions in the list and choose Delete.

Gefahr

Removals are permanent. ☠️

Tags

With tags, tickets can be categorized and marked.

How to tag

All agents can tag tickets. You can find further information about tagging of tickets on our user documentation.

Tag-Overviews

You can list all the marked tickets by tag in different ways:

1. by providing an appropriate overview Create a new overview and select „Tag contains …“ as condition. You can find further information in Übersichten

2. by a search-query Enter e. g.: tags:americano in the search mask and you will receive all tickets that have been tagged accordingly. For a collected listing, click on „Show Search Details“ under the search box:

   

3. by clicking on the tag in the Tag Management Area In the Tag Management you can find an overview of existing tags used in the system (and a counter how often they are used):

   

   For more information about the individual tags, just click on the blue counter:

   

   Select one of the tickets that appears below the search box or get a complete overview of all tickets by clicking on „Show Search Details“:

   

Tag Management Area

Here it can also (in addition to the overview - as described above) be set whether the agents are allowed to add tags themselves or not (in the left upper corner).

You can add more tags or delete them.

Kalender

Ein Kalender ist notwendig für:

• automatisierte Ticket-Eskalationen,

• das Generieren von Reports die Aktivitäten nur innerhalb der Geschäftszeiten anzeigen oder

• die Konfiguration von zeitgesteuerten Triggern.

Define a „standard“-calendar which system-wide is valid. Only in the specified business hours, escalation notifications are sent to agents.

If you have customers for which you have to comply with different customer business hours, you can create several calendars. The allocation to the customer tickets can be adjusted via the SLAs.

And this is what it looks like:

Alle erstellten Kalender werden in der Übersicht angezeigt.

Neuer Kalender

Here you can create a new calendar if agents or customers belong to another time zone.

Delete

Just push the delete-button to delete this specific calendar - all SLAs assigned to this calendar are automatically assigned to the default calendar.

Als Standard setzen

Pressing this button sets this calendar as the default calendar for the entire system.

Editieren

Via this button you get to the edit-mask (same mask as in „New Calendar“):

–> determine a name, a time-zone, the business hours to be used for this calendar and special holidays. In addition, you can subscribe to the iCalendar, which will automatically load all holidays from Google (updated once a day) … and you can add a note.

SLAs

Service Level Agreements, abbreviated SLAs, help you to meet specific response times for your customers‘ requests. This way you can define goals such as answering every inquiry within eight hours. If you are at risk of missing this target, Zammad will alert you.

Agents will be notified via several, optional ways. You can provide overviews for escalated or soon to escalate tickets to help you agents. Also, agents can check the current applying SLA timings of tickets at any time.

Online-Benachrichtigungen

Zammad will warn agents roughly 15 minute before escalation and when the ticket finally escalates. This depends on the notification configuration of your agent.

Email-Benachrichtigungen

Zammad will warn agents roughly 15 minute before escalation and when the ticket finally escalates. This depends on the notification configuration of your agent.

Notification by mail that a ticket is going to escalate.

Notification by mail that a ticket has escalated.

X

Übersichten

You can configure Übersichten to allow your agents to filter for escalated tickets or those that are about to escalate. By default Zammad comes with an overview that will show all tickets that are either escalated or escalating within the next 10 minutes: Escalated Tickets.

Tipp

If you have all/most of your tickets covered by SLAs you may consider changing the default sorting of existing overviews by escalation time, instead of creation time.

SLA timings of a ticket

Ticket zooms provide a timestamp of the next escalation of a ticket. Agents can hover that timestamp and learn about all upcoming escalation stages.

A fresh ticket without any response by agents.

A ticket after the agents initial response and a customer response.

X

Learn by example

This page contains some possible example configurations for a SLA we could think of. SLAs in general are very flexible and powerful, below doesn’t have to be your standard!

Hinweis

If they don’t make sense to you, don’t worry—just skip ahead to Wie funktionieren sie? to learn about all the options in detail, then come back here to see them in action.

All following SLAs have the same base configurations. They may not use all of them in all samples.

• Gruppen

  • Sales

  • Support

  • 2nd Level

• Attribtues

  • User / VIP (default, Boolean)

  • Organization / Support-Contract (Single selection field, None as default value)

• Kalendereinstellungen

  The calendar is set to 8 hours per day, from Monday to Friday.

1. Support contract levels and VIP customers

This approach uses a combination of contract levels (where any level except for none causes SLA escalations) and VIP customers that can have further priority.

The configuration of these SLAs ensures that either fitting support contract levels trigger or the VIP state is being used. They’re not overlapping.

VIP customersSupport contract levels

SLA configuration checking if the customer is a VIP customer.

The result

This approach causes the following SLA timings for each level:

If the customer has no VIP state and the organization has a support level

Bronze

First response time: 6 hours

Update time (for an agent to respond): 6 hours

Solution time: 40 hours

Silver

First response time: 4 hours

Update time (for an agent to respond): 4 hours

Solution time: 32 hours

Gold

First response time: 2 hour

Update time (for an agent to respond): 2 hour

Solution time: 24 hours

None

This setting has no SLA configuration. Tickets will not escalate.

If the customer has the VIP state

First response time: 1 hour

Update time (for an agent to respond): 1 hour

Solution time: 16 hours

2. VIP customers

non VIP customersVIP customers

SLA configuration checking if the customer is not a VIP customer.

The result

If the customer has the VIP state

First response time: 2 hour

Update time (for an agent to respond): 6 hours

Solution time: 16 hours

If the customer has no VIP state

First response time: 8 hours

Update time (for an agent to respond): 16 hours

Solution time: 40 hours

Wie funktionieren sie?

You can define several independent SLAs, however, ensure to have no overlapping SLAs as their calculations may not work as you intended them originally.

Warnung

Updating existing SLA configurations may cause temporary performance issues depending on your instance size and affected tickets. You may want to perform those changes outside of your business hours.

Tipp

Communication type articles are not enough for your SLA? You can also configure Zammad to allow public notes as fulfillment for SLA requirements, our console documentation tells you how.

Name

Give your SLA a meaningful name to quickly see what or who is affected.

Ticket-Auswahl

Specify the conditions on which tickets this SLA should apply to.

Vorschau

In the preview you see the selection of the tickets and double check whether those are correct.

Kalender

Zammad calculates ticket escalations based on your business hours. It makes no sense to escalate tickets when you’re not in.

Choose the correct calendar here. If you haven’t set your business hours yet, see Kalender to learn more.

SLA-Zeiten

Define the escalation timings based on your working hours. Keep in mind that if you defined 8 hour business hours per day, a 16 hour escalation will take two business days.

Erste Reaktion

Time frame for the first response (external call, email). This time is calculated from the ticket creation.

Bemerkung

The start time does not reset if you’re e.g. moving the ticket into new groups or different SLA calculations. That is because the creation time of the ticket does not change - keep this in mind.

Aktualisierungszeit

Time frame for every following response (external call, email). This time either counts from ticket creation (if no first response is set) or after the first response was done.

zwischen Updates von Agenten

In this scenario your agent have to respond every n hours depending on your configuration. This causes Zammad to not care if your customer replied or not.

Warnung

Diese Einstellung kann sehr stressig für Ihre Agenten sein.

für einen Agenten zu reagieren

From the moment your customer replied to the ticket, your agents have the configured time amount to respond until the ticket escalates.

Lösungszeit

Time frame for solving the problem (setting the ticket to a closed state type).

Warnung

This escalation timing does not care about ticket responses. It’s being calculated from the ticket creation.

It is up to you if you set one, two or all three times. When the SLA time is reached, the ticket escalates.

Hinweis

First response and Solution time can only apply once. Update time applies until the ticket has been solved or the SLA no longer matches your criteria.

The only way to stop escalations in default installations is to set the ticket to either a pending reminder or pending close. However: as soon as the ticket is being set to open (e.g. by a customer responding) the ticket may instantly escalate depending on its age and your configuration.

Bemerkung

Ticket escalations will notify all affected agents. This highly depends on their chosen notification settings (Profile). Escalated tickets can also be filtered for:

• durch suchen

• Triggers

• Scheduler

• Übersichten

Triggers

Use triggers to set up all kinds of 🎛️ if-this-then-that automation workflows.

Hinweis

For ⏳ every-so-often automation workflows, try schedulers instead.

The first thing to know about triggers is that you’re already using them. From the moment you set up Zammad, it starts sending auto-replies to all incoming emails. Recognize this line?

It means that the ticket is from an incoming customer email, and that the customer received this message in response:

This auto-reply message is a trigger. You can disable it, modify it, or create new ones for all sorts of automation tasks on the Trigger page of the admin panel:

Learn by example

To get you up and running quickly, here are some examples of the kinds of automation tasks you can set up with triggers.

Hinweis

If they don’t make sense to you, don’t worry—just skip ahead to Wie funktionieren sie? to learn about all the options in detail, then come back here to see them in action.

1. Any time Jacob Smith creates a ticket, assign it to the Sales group:

   

2. Emma Taylor is responsible for all sales internally, so if a new ticket has the word “order” in the subject, assign it to her and make sure it’s set with a high priority:

   

3. Send an auto-reply email to any customer who responds to a ticket:

   

Bemerkung

📨 Nicht alle automatischen Emails kommen von Triggern!

For instance, when agents receive a system email about a newly created ticket, that’s built into the system itself. If you need to customize those, you will have to manually edit files on your server.

Wie funktionieren sie?

Triggers consist of two parts: conditions and changes. Conditions answer the question, “when should this trigger fire?” Changes answer the question, “what should happen when it does?”

Triggers are evaluated in alphabetical order, by name. In some situations triggers might be the wrong choice, see Limitierungen for more information.

Hinweis

🤓 Email trigger behavior can be manipulated

Please have a look at Email header manipulation in case this is a relevant use case for you.

Conditions

When creating a trigger, define your conditions here:

Trigger conditions are and-selectors and thus all conditions must apply as configured for the trigger to fire. You can configure triggers to fire based on the properties of:

• The Ticket itself

  e.g., Was this ticket newly created? Is the ticket currently open? When was the last time we received contact from the customer on this ticket?

• New Articles on the ticket

  e.g., Was this article added by email? by phone? Was it created by an agent, or a customer? Does the subject contain a certain set of words?

• The Customer that created the ticket

  e.g., What is the customer’s name? Is the customer a VIP? What department does the customer work in?

• The Organizations that the ticket’s customer belongs to

  e.g., What is the name of the customer’s organization? Does it have a note attached to it containing a certain set of words?

• The Execution time the trigger is being triggered

  e.g., Only send an auto-reply if the message was received outside of regular business hours. (“Regular business hours” can be defined on Kalender setting.)

Actions

When creating a trigger, define your changes here:

A trigger can do the following things once its conditions have been met:

• Modify the ticket

  e.g., Escalate its priority, close it, reassign it, rename it, add tags, etc.

  Date & time attributes (like Pending till) can be specified in absolute or relative terms.

  Hinweis

  You can also combine static text with placeholders for text fields. Remember that the placeholders‘ values have to be known during trigger runtime.

  Learn more about Variablen.

• Send an email or SMS

  Either to the customer, the agent who owns the ticket, or every agent in the system.

  Tipp

  Sending emails allows you to include the attachments of the triggering article if required.

• Einen Webhook abfeuern

  Connect Zammad to another web service or application to give it live updates about new tickets.

• Interne oder öffentliche Notizen zu Tickets hinzufügen

  This allows you to help your agents with specific information if needed. (e.g. automated changes a trigger applied to the ticket)

Bemerkung

In order to send emails with Triggers, you need to configure an email address for the group the trigger is working in. If you don’t, Zammad will skip the Trigger completely.

Hinweis

Certain actions (such as email, SMS and notes) support Variablen, which can be used to build highly-customized message templates.

Limitierungen

It’s important to understand when a trigger can be used and when it’s better to use e.g. Zammad’s Scheduler or postmaster filters.

Triggers will fire during the following conditions:

• Erstellung eines Tickets

• Aktualisierung eines Tickets

While the creation of tickets and triggering these actions is straight forward, updated of tickets are a bit trickier. In terms of triggers, a ticket is only updated if you press the update button on the lower right of a ticket. Adding tags to a ticket or switching articles visibility is no ticket update.

Also keep in mind that we’re always only working on the last article. This means you can’t trigger for past articles. Triggers always handle the current ticket attributes and the article (if applicable) that cause the trigger to fire.

If your use case doesn’t fit in above possibilities, you might want to have a look at Zammad’s Scheduler.

System-Benachrichtigungen

Bemerkung

System notifications can only be customized on self-hosted installations.

System-Benachrichtigungen sind automatisierte Emails, die Zammad für kritische Systemereignisse wie z.B. Accountänderungen oder SLA-Verletzungen versendet.

Unlike the automated emails you can set up using Triggers or the Scheduler, these notifications are built into Zammad itself: if you need to customize them, you will have to modify some of the files on your server.

Wann werden sie gesendet?

Alle Benutzer werden über folgendes benachrichtigt:

• Anfragen zum Ändern des Passworts

Staff (admins & agents) are notified of:

• Logins von neuen Geräten

• Logins von neuen Ländern

Agents are notified of:

• neue Tickets

• aktualisierte Tickets

• “ticket pending” reminders

• SLA violations (before and after the deadline)

Daily reminder emails are sent at midnight (UTC) for all unresolved “ticket pending” reminders and SLA violations.

How can I customize them?

Inside your Zammad directory (usually /opt/zammad), email templates for various events are stored inside the /app/views/mailer directory, named according to the language they’re written in. Thus,

/opt/zammad/app/views/mailer/ticket_create/de.html.erb

is the German-language template used to notify agents whenever a new ticket is created. To modify this template, create another file with the same name and add a .custom suffix:

/opt/zammad/app/views/mailer/ticket_create/de.html.erb.custom

Now, this file will be used instead of the original when sending notification emails in German.

Öffentliche Links

Public links allow you to provide important links at different places within the UI of Zammad. This allows you not just to provide legal information like e.g. data privacy or contact information. You can also provide further useful links to other services if needed.

Learn how to …

• Adding new public links

• Manage existing public links

  • Re-arrange links

  • Actions for existing links (Cloning & Removing)

---

Adding new public links

You can add new public links via the New Public Link button on the upper right. You’ll see a new dialogue that consists of the following information.

Link

This is the actual target page you’re linking to.

Bemerkung

Zammad only allows URLs that start with either http:// or https://.

Wichtig

You may not use data privacy and terms of service URLs of zammad.com nor zammad.org.

Why?

Every instance is special on its own. Every hosting is different, data retention and other things do not fit as every company using Zammad handles these matters differently.

This function was made to allow you to link to your own resources.

Titel

This is the regular text your user sees as the link text. You may want to keep the title as short as possible as it’s displayed in the footer of the context you’ll later select.

Beschreibung

The description for URLs is an accessibility feature that helps users with screen readers to better understand the scope of the URL. It will also be shown by normal browsers when hovering over the link in question.

Use this to describe the link. This value is optional.

Context

The context setting allows you to choose one or several places where this link should be displayed. Depending on your choice, Zammad will then show the links on the relevant pages.

You can currently select from:

• Forgot Password Screen

  Bemerkung

  This context does not affect the Password Login function.

• Login Screen

• Signup Screen

To help you understand scopes better, here’s the different scopes as a screenshot. Note that we intentionally did set all links for all contexts. 🤓

Forgot Password ScreenLogin ScreenSignup Screen

Display in new tab

This setting allows you to determine if Zammad should tell the browser to either open the URL in a new tab or within the existing tab.

Opening URLs in the same tab may cause inconvenience to the user.

Default: yes

Manage existing public links

Re-arrange links

By default Zammad sorts your public links in the order you’ve created them. That may be a problem if you add a link later on. For this reason you can easily change the link order by dragging them to another position.

These changes are affective immediately.

Actions for existing links

Updating existing entries

Got a typo in your URL or title? Want to change the context the link is being shown on? No problem! Just click on the affected link title and adjust the entry as needed.

You’ll be given the same options as you have during the link creation.

Cloning

If you want to add a new link that’s very similar to an existing one, simply click on ⋮ and select Clone.

Zammad will open a new public link dialogue with the existing settings filled in.

Removing

If you no longer require a public link, you can remove it by using ⋮ and selecting Delete. Zammad will ensure that you really want to remove the entry with a modal.

Gefahr

Deleting is final. There’s no way to bring back removed public links.

Webhook

Webhooks are a way to integrate Zammad with other web services or applications, allowing them to subscribe to live updates about tickets instead of having to poll the Zammad server every n minutes.

Bemerkung

⌛ Webhooks may not arrive immediately.

Webhooks are sent out with the same priority and order as email triggers. If webhook dispatch fails (e.g., because the receiving server is misconfigured), Zammad will retry up to four times.

Hinweis

Webhooks are available for Triggers and Scheduler.

How does it work?

Under the hood, Zammad sends a POST request to a third-party URL (“API endpoint”) you specify in the New Trigger dialog. The application server behind this URL/endpoint must be configured to receive messages from Zammad and handle the attached data accordingly.

Webhook requests from Zammad contain the following JSON data about new/incoming tickets:

• ticket attributes/metadata

• all associated articles

• associated users (e.g., article senders, owners, etc.)

• associated user roles

• associated user organizations (if applicable)

• associated groups

Adding webhooks

Webhooks are defined globally. This allows you to use one specific endpoint on several triggers or schedulers.

Warnung

🦻 Zammad webhooks are specific

Keep in mind that the remote site has to be able to understand the webhook Zammad is sending! Simply throwing Zammad payloads at webhook endpoint may not have the desired result!

You can configure the following information to webhooks:

Name (mandatory)

This name will be displayed within trigger and scheduler selections.

Endpoint (mandatory)

Webhook endpoint Zammad sends its payload to.

Bemerkung

Zammad ignores basic authentication parameters.

HMAC SHA1 Signature Token

If set all sent webhooks contain a x-hub-signature header allowing the remote site to verify the request.

Bemerkung

🔐 Security note

This does not encrypt the payload. Use HTTPs connections to secure the communication. It contains a HMAC signature of the body of the webhook request

Learn more about HUB-Signatures

SSL verify

Defaults to yes - if you’re using unsecure self signed certificates set this option to no.

Note

If required you can leave useful information for other Zammad admins to understand the webhook in question better.

Active

If set to inactive you can no longer select the webhook within trigger or scheduler actions.

Warnung

Setting webhooks to inactive that are used by triggers or schedulers will not run. If triggers or schedulers have other actions configured as well they’ll still be executed.

Webhook Payload

Tipp

🤓 A more personal payload…

Your Zammad instance also provides a payload as example. This payload does fit your installation and provides your custom objects!

Request headers

Zammad sends the following headers in each webhook POST request:

User-Agent

"Zammad User Agent"

X-Zammad-Trigger

The name of the originating trigger

X-Zammad-Delivery

A unique, random ID string

X-Hub-Signature

The SHA-1 hash of your HMAC-SHA1 signature token (assuming you provided one when creating your trigger)

JSON payload (example)

{
  "ticket": {
    "article_count": 1,
    "article_ids": [
      104
    ],
    "create_article_sender": "Customer",
    "create_article_sender_id": 2,
    "create_article_type": "phone",
    "create_article_type_id": 5,
    "created_at": "2020-11-13T14:34:35.282Z",
    "created_by": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.679Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "chris@chrispresso.com",
      "firstname": "Christopher",
      "id": 3,
      "image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
      "lastname": "Miller",
      "login": "chris@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        1,
        2
      ],
      "roles": [
        "Admin",
        "Agent"
      ],
      "updated_at": "2020-11-13T13:00:03.064Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "created_by_id": 3,
    "customer": {
      "active": true,
      "address": "Bennelong Point\nSydney NSW 2000",
      "created_at": "2020-11-13T12:57:48.779Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "emily@example.com",
      "firstname": "Emily",
      "id": 8,
      "image": "99ba64a89f7783c099c304c9b00ff9e8",
      "lastname": "Adams",
      "login": "emily@example.com",
      "note": "did order café au lait, ask next time if the flavor was as expected",
      "organization": "Awesome Customer Inc.",
      "organization_id": 3,
      "out_of_office": false,
      "phone": "0061 2 1234 7777",
      "role_ids": [
        3
      ],
      "roles": [
        "Customer"
      ],
      "updated_at": "2020-11-13T14:34:37.366Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "customer_id": 8,
    "group": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.498Z",
      "created_by": "-",
      "created_by_id": 1,
      "follow_up_assignment": true,
      "follow_up_possible": "yes",
      "id": 3,
      "name": "Service Desk",
      "updated_at": "2020-11-13T12:57:48.044Z",
      "updated_by": "-",
      "updated_by_id": 1,
      "user_ids": [
        3,
        4,
        5
      ],
      "users": [
        "chris@chrispresso.com",
        "jacob@chrispresso.com",
        "emma@chrispresso.com"
      ]
    },
    "group_id": 3,
    "id": 81,
    "last_contact_at": "2020-11-13T14:34:35.318Z",
    "last_contact_customer_at": "2020-11-13T14:34:35.318Z",
    "number": "10081",
    "organization": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.524Z",
      "created_by": "-",
      "created_by_id": 1,
      "domain_assignment": false,
      "id": 3,
      "member_ids": [
        8,
        6,
        7
      ],
      "members": [
        "emily@example.com",
        "anna@example.com",
        "samuel@example.com"
      ],
      "name": "Awesome Customer Inc.",
      "note": "Global distributor of communication and security products, electrical and electronic wire & cable.",
      "shared": true,
      "updated_at": "2020-11-13T14:34:35.346Z",
      "updated_by": "-",
      "updated_by_id": 1
    },
    "organization_id": 3,
    "owner": {
      "active": true,
      "created_at": "2020-11-13T12:57:48.036Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "emma@chrispresso.com",
      "firstname": "Emma",
      "id": 5,
      "image": "b64fef91c29105b4a08a2a69be08eda3",
      "lastname": "Taylor",
      "login": "emma@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        2
      ],
      "roles": [
        "Agent"
      ],
      "updated_at": "2020-11-13T12:57:48.072Z",
      "updated_by": "-",
      "updated_by_id": 1,
      "verified": false,
      "vip": false,
    },
    "owner_id": 5,
    "priority": {
      "active": true,
      "created_at": "2020-11-13T12:54:02.238Z",
      "created_by": "-",
      "created_by_id": 1,
      "default_create": true,
      "id": 2,
      "name": "2 normal",
      "updated_at": "2020-11-13T12:54:02.238Z",
      "updated_by": "-",
      "updated_by_id": 1
    },
    "priority_id": 2,
    "state": "open",
    "state_id": 2,
    "ticket_time_accounting": [],
    "ticket_time_accounting_ids": [],
    "title": "Webhook-Test",
    "updated_at": "2020-11-13T14:34:35.333Z",
    "updated_by": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.679Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "chris@chrispresso.com",
      "firstname": "Christopher",
      "id": 3,
      "image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
      "lastname": "Miller",
      "login": "chris@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        1,
        2
      ],
      "roles": [
        "Admin",
        "Agent"
      ],
      "updated_at": "2020-11-13T13:00:03.064Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "updated_by_id": 3
  },
  "article": {
    "attachments": [
      {
        "id": 174,
        "filename": "image1.jpeg",
        "size": "35574",
        "preferences": {
          "Content-Type": "image/jpeg",
          "Mime-Type": "image/jpeg",
          "Content-ID": "81.969520479@zammad.example.com",
          "Content-Disposition": "inline",
          "resizable": true,
          "content_preview": true
        },
        "url": "https://zammad.example.com/api/v1/ticket_attachment/81/104/174"
      }
    ],
    "body": "This is a simple Webhook Test.<div><br></div><div>\n<img style=\"max-width:100%;width: 849px;max-width: 100%;\" src=\"/api/v1/ticket_attachment/81/104/174?view=inline\"><br>\n</div>",
    "content_type": "text/html",
    "created_at": "2020-11-13T14:34:35.318Z",
    "created_by": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.679Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "chris@chrispresso.com",
      "firstname": "Christopher",
      "id": 3,
      "image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
      "lastname": "Miller",
      "login": "chris@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        1,
        2
      ],
      "roles": [
        "Admin",
        "Agent"
      ],
      "updated_at": "2020-11-13T13:00:03.064Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "created_by_id": 3,
    "from": "Emily Adams <emily@example.com>",
    "id": 104,
    "internal": false,
    "origin_by": "emily@example.com",
    "origin_by_id": 8,
    "sender": "Customer",
    "sender_id": 2,
    "ticket_id": 81,
    "to": "Service Desk",
    "type": "phone",
    "type_id": 5,
    "updated_at": "2020-11-13T14:34:35.318Z",
    "updated_by": {
      "active": true,
      "created_at": "2020-11-13T12:57:47.679Z",
      "created_by": "-",
      "created_by_id": 1,
      "email": "chris@chrispresso.com",
      "firstname": "Christopher",
      "id": 3,
      "image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
      "karma_user_ids": [],
      "lastname": "Miller",
      "login": "chris@chrispresso.com",
      "organization": "Chrispresso Inc.",
      "organization_id": 2,
      "out_of_office": false,
      "role_ids": [
        1,
        2
      ],
      "roles": [
        "Admin",
        "Agent"
      ],
      "updated_at": "2020-11-13T13:00:03.064Z",
      "updated_by": "chris@chrispresso.com",
      "updated_by_id": 3,
      "verified": false,
      "vip": false,
    },
    "updated_by_id": 3,
    "accounted_time": 0
  }
}

Bemerkung

• For better readability, all empty and null values have been omitted from the sample payload above. That means the webhooks you receive will include additional fields not shown here.

• Webhooks will also include fields for any relevant custom objects defined in your system.

• Attachments are not included; links to attachments are (authentication required).

• None of the following user attributes are included:

  • last_login

  • login_failed

  • password

  • preferences

  • group_ids

  • groups

  • authorization_ids

  • authorizations

Webhook Logs

Zammad provides a history of your recent webhooks. You can find them below Recent logs.

If you need more details you can click on the request link in question. Zammad will provide a modal with the following information:

Direction

Always out.

URL

The URL Zammad sent the request to.

Method

Always POST.

Status

Contains the HTTP status code the remote server replied with. Should be 2xx if successful.

Request

Contains the request Zammad sent (HTTP header and payload)

Response

Contains the remotes response header.

Created at

Date and time the request was sent.

Scheduler

The scheduler performs time-based automated actions. You can set up your own schedulers, configure at which points in time they should run, set up conditions to determine which tickets they should affect, and then configure the actions that you want to be executed on these tickets.

Bemerkung

Schedulers with Action: Delete are currently the only way in the Zammad front end to permanently delete tickets. This limitation is intentional as Zammad is designed to be revision-proof. A possible use case for such a scheduler is to delete spam tickets some time after creation (e.g. 30 days).

Warnung

While it is possible to delegate scheduler permissions to normal agents with the admin/scheduler permission, it is inadvisable to do so. Malicious agents could use a scheduler to access tickets in restricted groups (by moving them to a non-restricted group) or to delete arbitrary tickets.

Hinweis

Schedulers can be used to send periodic reminder emails. Use Variablen to build highly-customized email templates.

Schedulers only perform 2000 tickets per run. This is a security function in case you accidentally miss configure the scheduler.

Add a new scheduler

Name

Choose a name for the scheduler.

When should the job run?

Choose the points in time using Zammad’s timezone when the scheduler should run.

Bemerkung

The scheduler tasks are not saving any timezone information. Thus: Scheduler tasks created prior Zammad 5.1 don’t require any change.

Conditions for affected objects

Determine the ticket attributes (conditions) to limit on which tickets the actions configured in step 5 are to be performed.

Vorschau

This list previews some tickets that your conditions are matching and shows a total of how many tickets are being matched. Use this to double-check the entered conditions.

Führt folgende Änderungen an Objekten durch

Determine the changes to be made to the ticket.

Benachrichtigungen deaktivieren

By default, actions triggered by schedulers won’t send notifications. You can override this here by setting this to no.

Note

You can use the note field to describe the purpose of the scheduler. This is only visible to other admins when they are editing the scheduler. It is not a way to add notes to tickets.

Active

With this setting you can enable/disable the scheduler.

The scheduler shown in the screenshot would have the following effects:

Every workday (Monday to Friday) at 9:00 a.m. (Europe / Berlin UTC+1), all tickets which:

• are not closed or merged, and

• are assigned to the Sales group, and

• whose escalation was 30 minutes ago

will be:

• assigned to Emma, and

• have their priority changed to 3 high.

As a supervisor in the Sales group, this enables Emma to intercept and process escalated tickets.

Emma will not receive notifications when the scheduler assigns her these tickets, and no note will be added to them.

Report Profiles

Report profiles are used to restrict / filter report-results. The idea of the profiles is to limit the number of tickets and determine the type of tickets you want to analyze. You can create any number of profiles in the Admin Interface in the „Report Profile“ area. The edit-mask looks like this:

This example shows the statistics of all tickets of the organization „Awesome Customer“ that were created in the last month.

The filters can be combined with each other as desired. The filters build on each other, which means that they are further restricted per additional attribute.

All configured filters are displayed in the statistics area and you can switch between them with one click:

Further information about the reporting:

The time period and time interval can be changed with one click (the graphic adapts itself directly):

You can filter the Create Channels (Phone, email, Twitter,…) and Communication (Phone, email, Twitter,…) and select metrics (choose from the menu bar in the upper left corner - currently Ticket Count, Create Channels, Communication). Here are all tickets with a certain metric of a profile evaluated.

The list below the graphic shows the tickets that have been filtered out. This can be downloaded as CSV and processed in a statistics program:

Zeiterfassung

If you want to know how much time you need for your each project or ticket, enable time accounting (turn on the switch on the top left side of the page).

Wie es funktioniert

Zammad’s time accounting uses ticket selectors (filters) to check if a ticket is applicable for time accounting or not. If a ticket applies for accounting, Zammad will request the agent to provide how much time was needed to process the current ticket step.

Bemerkung

In order for Zammad to bring up the time accounting dialogue to an agent, the agent has to update the ticket together with any article type. The article part is mandatory.

However, the time accounting dialogue is not mandatory and can be cancelled by your agents if needed. You cannot enforce time accounting.

If a ticket no longer applies for time accounting, the already accounted time is not lost.

Tipp

The selector applies to the ticket state before any attribute changes have been saved. That means if your agent is e.g. going to close a ticket alongside writing an article, the ticket selector has to match the ticket state before closing for the time accounting dialog to appear.

Reviewing accounted time

Below the selector configuration, Zammad provides an accounted time section which will contain all accounted times for your tickets. Accounted times are displayed per years and months.

Hinweis

Having tickets that are overlapping several months?

No problem! Zammad provides time units and time units total to allow partial billing.

Select the right month

Usually you want to bill accounted time of other months than the current one. Just select the relevant year and month to receive the accounted times and ticket information

Tickets and their accounted time

Zammad allows you to receive the accounted information just like you need them. For this you currently have four options to view and also download the relevant data as CSV.

To download the CSV data, use the arrow down ⇩ right next to each heading (e.g. „Ticket“).

Hinweis

🤓 Of course you can also automate this with API calls.

Activity

This filter works similar to the ticket filter, with one exception: You’ll find each individual time accounting step of your agents. This is what you’d also see in the tickets history before Zammad 5.2.

In this list you’ll see the following ticket information:

• Number

• Titel

• Customer

• Organization of customer (if applicable)

• Agent that accounted the time

• Time units accounted in the current month

• Created at

Ticket

This filter contains all relevant tickets from the selected month.

In this list you’ll see the following ticket information:

• Number

• Titel

• Customer

• Organization of customer (if applicable)

• Agent currently assigned (ticket owner)

• Time units accounted in the current month

• Time units total (time accounted during ticket life)

• Created at

• Closed at (if applicable)

Hinweis

The CSV file of this filter provides all ticket meta information.

Customer

This provides you a per user filter on accounted time units. Each user has a total of time accounted in the current month (over all applicable tickets).

In this list you’ll see the following ticket information:

• Customer

• Organization of customer (if applicable)

• Time units accounted in the current month

Organisation

This provides a list of all organizations where customers have caused accounted time in that month.

Bemerkung

You can also see entries for customers that are part of an primary organization. Users without organization can be found in the Customer filter.

Each heading allows you to download the CSV versions of the provided view via the downwards arrow.

Knowledge Base

Publish your own library of FAQs, how-tos, internal SOPs and more with the knowledge base.

Eine Live-Demonstration finden Sie unter https://support.zammad.com/help.

Hinweis

Diese Seite beschreibt die ⚙ Konfiguration der Knowledge Base.

Details wie Sie diese ✍️ nutzen und editieren können, finden Sie in der Zammad Benutzer-Dokumentation.

By default, only admin users are permitted to create, edit, and manage knowledge base articles. See Rollen for details on how to grant write access to agents or other users.

Bemerkung

Die Knowledge Base erscheint nicht im Hauptmenü, bis diese in den Admin-Einstellungen aktiviert wurde.

Funktionen

• 🌍 Multi-language support

• 🙈 Visibility settings (draft, staff-only, or public)

• 🔍 Full text search

• 📅 Scheduled publishing

• 📎 File attachments

• 🔗 Wiki-style internal linking to both 💡 KB answers and 📋 tickets

• 🖼️ Rich text editor + embedded images

Setup

To enable the knowledge base, first select the languages/locales you wish to publish in:

You must choose at least one. (Don’t worry, you can always change them later!)

Read on for details about each section of the knowledge base configuration.

Design

🎨 Customize the appearance of the knowledge base.

Icon & Link Color

Applies to all category & article entries in knowledge base menus, as well as hyperlinks in articles.

Header Color

Applies to the area surrounding the search bar.

Header Link Color

Defines the color of the header links to use. Make sure that this color has a proper contrast to Header Color.

Show Feed Icon

You can enable Zammad to provide RSS feed URLs in both internal and public knowledge base. With this option being active, Zammad will provide you up to two RSS links:

• a general RSS feed of the whole knowledge base (top level)

• a category specific RSS feed of the category you’re in (also applies to answers you’re viewing)

This setting by default is set to no.

Hinweis

Your agents will receive special RSS feed URLs with access tokens. Agents can always renew these. Keep in mind that sharing these URLs with third parties may provide access to internal answers!

Icon Set

Defines the selection of icons that may be used when creating/editing categories.

Each category in the knowledge base must be given an icon. Icons appear prominently in the main menu, like so:

Warnung

🤦‍♀️ Re-assigning icons on all of your categories is tedious work. It’s advisable to explore your options early to avoid having to change your mind down the road.

Languages

🌍 Add or remove locales, or reassign the default.

The knowledge base will automatically display the language matching each visitor’s locale. Visitors may always manually switch to another language via a dropdown menu in the footer.

The default locale is displayed when the visitor’s locale is not supported.

Articles that have not yet been translated into a given language will be hidden from that locale.

Öffentliches Menü

Use this section to unify the knowledge base with your own website’s main navigation. Entries added here will appear in the knowledge base like so:

Zammad will provide a list of the current set links per knowledge base language. If you’re missing a language, you’ll have to add the language up front.

You can adjust every URL on language level.

🧭 Customize the nav menu that appears in the header of the knowledge base.

Arranging URLs

By clicking on „Edit“, Zammad allows you to add, update, re-arrange or remove URLs from either your public header menu or public footer menu.

Titel

This is the URL title that’s being displayed to your users.

URL

The actual URL the user is going to open upon clicking.

Target

Allows you to tell your users browser to open the URL in a new tab. By default your user would leave the knowledge base page if not set.

Delete

If you tick the delete field, the URL will be removed from the menu upon pressing on the „Submit“ button.

Change URLs position

Use ☰ to drag & drop the URLs in question to the new desired position. Your changes will be saved with pressing the „Submit“ button.

Re-arranging URL positions works for the header menu just as the footer menu

Eigene URL

Bemerkung

Diese Funktion ist nur in selbst gehosteten Instanzen verfügbar.

📍 Relocate the knowledge base to the URL of your choosing.

By default, the knowledge base will appear at the same domain as your Zammad instance, under /help.

If you wish to customize where it can be accessed, enter your desired URL here and configure your web server as described (instructions provided for Apache and NGINX only).

Delete

🗑️ Permanently delete the knowledge base and all the articles within it.

Use this panel to delete the knowledge base. If you wish to unpublish it without deleting all its content, simply disable it via the toggle button at the top of the window instead.

Web

The web channel mainly affects your customers‘ using the web interface. These settings allow you to restrict your customers ticket creation.

Tipp

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.

Default: yes

Bemerkung

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.

Default: -

Bemerkung

🤓 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.

Default: Stay on tab

Bemerkung

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. 💾

Formulare

Feedback or contact forms are used on websites quite often. Usually they will generate an email which will be sent to somebody who forwards it and so on. With Zammad it’s quite easy to integrate these forms into your website and directly generate tickets with them. In just 2 minutes.

Limitierungen

Bitte beachten Sie die folgenden Limitierungen:

• The fields provided by the form are limited to the following:

  • Name

  • E-Mail

  • Message

  • Attachment upload (optional)

  • Checkbox for custom agreement text (optional)

• As of now only one dedicated form per instance is possible

Einstellungen

Zammad comes with certain settings for forms.

Active

By default the form channel is inactive. Use the switch in front of „Form“ to activate this channel.

Bemerkung

Forms will not be displayed on your website if the channel is not active. This does not affect the form preview on the channels setting page.

Gruppenauswahl bei Ticketerstellung

The group you set here defines where tickets should be created if they’re supplied by Zammad’s web form.

Designer

This section helps you to configure your form in the channel’s scope. If you’re happy with what you’ve chosen, you’re provided with the code you need to copy to your website.

Warnung

The designer’s changes are not stored anywhere in Zammad. This means that the provided source code needs to be copied every time you change settings here.

So let’s talk about the options the designer provides.

Title of the form

Choose how the heading of the form should be called. This setting is only relevant if you choose to display the form title in the form.

Default: Feedback Form

Name of form submit button

If Zammad’s default display name of the submit button does not fit, you can provide your own wording with this option. It will be used every time the form is shown.

Message after sending form

After your user pressed the submit button, they will be provided with a message containing the ticket number of the newly created ticket.

Default after sending a form will look like so:

Thank you for your inquiry (#31015)!
We'll contact you as soon as possible.

Optionen

Zammad provides the following additional configuration options for your form.

Enable debugging for implementation

This option activates detailed debug information in your browser’s developer tools console.

Warnung

This option should not be active on productive forms!

Show title in form

This setting belongs to the setting Title of the form and will provide the form title within the form dialogue if selected.

Start modal dialog for form

If selected, the form will be opened in a modal by clicking a button. Not selecting this option allows you to natively integrate the form within your website’s body.

This option is set by default.

Bemerkung

No matter what you select here, the form is always loaded completely if your user browses the page containing the form.

Don’t load CSS for the form You need to generate your own CSS for the form.

By default Zammad’s form comes with basic CSS. This may not fit your website’s design or even interfere with it.

Selecting this option allows you to freely design the form without having to overwrite existing directives.

Add attachment option to upload

Allows your user to upload one attachment to the form.

Bemerkung

🤓 Watch allowed attachment sizes here

This function is not limited technically. The only limitation that applies is your web servers upload limit.

Hinweis

SaaS only

If you’re with Zammad hosted, attachments are limited by the package you’ve chosen.

Add agreement text before submit

If enabled, this will allow you define a text that the form will display together with a checkbox. Thereby you can ensure your form conforms to legal requirements, e.g. by providing data privacy notes that the user has to accept before submitting the form.

Zammad provides a free text form with limited capabilities. Use the 🔗 Weblink button to add links to marked text passages.

This allows you to link e.g. to your data privacy or ToS information.

Vorschau

Below the form options, Zammad provides a preview section to visualize the settings you’ve just chosen. By default you’ll see a button named Feedback.

Clicking on the button will open the form modal.

Hinweis

If the form channel is set to active, you already are able to create tickets even from this preview mode.

Requirements

The requirement section provides you with everything you need in order to apply Zammad’s web form to your website. It basically consists of two parts.

Header section

The first code block provides you with Zammad’s current jQuery dependency. This script section usually belongs to your website’s header section.

Bemerkung

The channel form suggests the following script tag which loads the javascript libary required from an external site. This may not suite your local requirements. You can use locally hosted jQuery version, however the version is fixed.

<script src="https://code.jquery.com/jquery-3.6.0.min.js"></script>

Warnung

Do not mix jQuery versions - it’s likely to break something.

Body-Sektion

The second code block is the actual code required for your form to run.

The first line containing id="zammad-feedback-form" highly depends on the settings selected above. This part belongs into the place you actually want the form or form button to appear.

The rest can either be placed at the same level or somewhere else on the same page.

Hinweis

This code block is updated automatically when changing settings in the designer above.

Bemerkung

These statements highly depend on your website. As you’re responsible for your own website, you’re on your own figuring out where exactly to place what.

Take the Zammad website as an example, the embedded form version can look like the following if you apply custom CSS to it.

Potential Spam Issue

The Form function could be abused by sending a high amount of messages / tickets to your Zammad instance. If you do not use Zammad Forms: disable them.

But don’t worry! Zammad does limit the maximum count of created tickets based on different criteria. It also ensures that the email address being used is valid (with MX-Check on the email’s domain).

Formular-Einstellungen zum Limitieren der Ticket-Erstellung

Option	Standardwert	Beschreibung
form_ticket_create_by_ip_per_hour	20	Limits ticket creation per IP and hour to 20 tickets
form_ticket_create_by_ip_per_day	240	Limits ticket creation per IP and day to 240 tickets
form_ticket_create_per_day	5000	Limits ticket creation for forms to 5000 tickets per day

Hinweis

You can change these default values. Please keep in mind, that setting those values higher might lead to problems in term of created tickets.

Please note that the following changes require console access to your Zammad host.

Change the ticket creation per IP and hour to 10:

rails> Setting.set('form_ticket_create_by_ip_per_hour','10')

Change the ticket creation per IP and hour to 50:

rails> Setting.set('form_ticket_create_by_ip_per_day','50')

Change the ticket creation per day to 500:

rails> Setting.set('form_ticket_create_per_day','500')

Further options to make it harder

Another way to make it harder for bots to automate against your Zammad instance is to change the location of form.js ( /opt/zammad/assets/form/form.js ).

Please keep in mind if you change the location of form.js (by e.g. copying) that you need to ensure that your form.js stays up to date if you update Zammad.

It’s not recommended to delete form.js from it’s location in that case, but to forbid access to it via your web server configuration.

E-Mail

Accounts

Account-Einrichtung

Legen Sie einen neuen Email-Account an? Das bedeuten die Einstellungen.

☠️ Zu aller erst ein Warnung! Der Abholprozess tut Dinge, die Sie ggf. nicht erwarten:

Gefahr

🚯 Zammad entfernt beim Abholen alle Emails des Email-Accounts.

Nutzen Sie Experten-Dialog um dieses Verhalten zu deaktivieren.

Warnung

📮 Zammad sendet automatische Antworten für jede Email die es importiert. (Das betrifft auch alte!)

Verwenden Sie den Experten-Dialog, um dieses Verhalten zu ändern.

Bemerkung

Gmail / G-Suite Benutzer:

Google ist gerade dabei, seine Sicherheitsrichtlinien zu aktualisieren. Um auf dem neuesten Stand zu bleiben, fügen Sie Ihr Konto nicht als E-Mail-Kanal hinzu - erstellen Sie stattdessen einen Google-Kanal.

Microsoft 365-Benutzer:

Microsoft ist gerade dabei, seine Sicherheitsrichtlinien zu aktualisieren. Um auf dem neuesten Stand zu bleiben, fügen Sie Ihr Konto nicht als E-Mail-Kanal hinzu - erstellen Sie stattdessen einen Microsoft 365-Kanal.

Grundlegend

In den meisten Fällen ist Zammad clever genug, um die Einstellungen Ihres Email-Anbieters zu erraten.

Organisation & Abteilungsname

Der Anzeigename wird auch für ausgehende Emails verwendet.

Der Posteingang eines Kunden mit einer automatischen Antwort von Chrispresso Sales.

Wenn Sie mehrere Adressen zu einem einzigen Konto hinzufügen, können Sie für jede Adresse einen eigenen Organisations- und Abteilungsnamen festlegen.

Der Wert der E-Mail-Anzeigenamen kann auf der Registerkarte <email-settings-sender-format> weiter angepasst werden.

E-Mail

Ihre Email-Adresse.

Wenn Ihr Konto-Login/Benutzername nicht mit Ihrer E-Mail-Adresse übereinstimmt, verwenden Sie den Dialog Experten (siehe unten).

If your inbox receives mail for more than one email address, be sure to add your alternate addresses after account setup.

Passwort

Ihr Konto-Passwort.

Destination Group

The group that incoming mail will be assigned to.

Use filters for more fine-grained sorting of incoming email.

Experten

If Zammad can’t figure out how to connect your account (or if you just want to access advanced settings), use the Experts dialog.

Email Inbound

Type

Wählen Sie zwischen IMAP und POP3.

In most cases, you want IMAP. (With POP3, you won’t be able to keep messages on the server or specify which folder to fetch from.)

Host

Your email server’s hostname or IP address (e.g., imap.gmail.com).

Contact your email provider or system administrator if you don’t know.

Benutzer

This field is being pre-filled with your email address in case you’ve provided one before opening the expert settings.

Adjust this setting in case your username and email address differ.

Passwort

Ihr Konto-Passwort.

SSL / STARTTLS

Enable encryption when fetching messages.

You can choose from the following options:

• kein SSL

  Warnung

  Retrieving Emails, just like sending your username and password without any encryption is not secure.

  You should never use this configuration on internet machines!

• SSL

• STARTTLS

Port

Your email server’s port (usu. 993 for IMAP, or 995 for POP3).

Contact your email provider or system administrator if you don’t know.

Ordner

Specify which folder to fetch from, or leave empty to fetch from INBOX.

If specifying a nested folder, be sure to use the full path. (Some systems use different path separators; e.g., Inquiries/Tech-Support vs. Inquiries.Tech-Support. Contact your email provider or system administrator if you don’t know.)

Bemerkung

📥 Zusätzliche Schritte notwendig

In the last step of the account setup process, Zammad sends you an email from your own account, then waits for it to appear in the folder specified here. Account verification will not complete until this test message has been received.

If this folder does not receive incoming messages automatically, you may have to manually check your inbox during the verification step and move Zammad’s test message there when it arrives.

Nachrichten auf Server belassen

Specify what happens to your emails after Zammad imports them:

• no Zammad deletes all imported messages

• yes Zammad marks imported messages as read

  (With this option, Zammad will only import unread messages. This means Zammad may miss messages if the mailbox is externally modified.)

Bemerkung

🤔 Warum löscht Zammad standardmäßig Nachrichten?

If you never clean out your inbox, it’ll eventually reach its storage limit, and your mail server will start rejecting incoming messages. Most Zammad users never even look at their inbox once it’s set up, so they rely on Zammad to keep it clean for them.

If you choose yes here, remember that it’s your responsibility to clean out your inbox from time to time to keep it below its storage limit.

Import as

How should old emails be imported?

During the import process, Zammad treats all messages (including ones you’ve already read from months or years ago) as if they had been sent today: senders will receive auto-replies saying “your message has been received and we’ll get back to you within 24 hours,” and tickets created for each message will be marked as “new”.

Use this option to disable this behavior for messages more than two weeks old.

Bemerkung

This option may not be shown if:

• all messages in your inbox are less than two weeks old

• you selected Keep messages on server: Yes

• you selected Type: POP3

For more fine-grained control, manually disable this and other triggers before adding an email account, then turn them back on once all your messages have been imported.

Email Outbound

Send mails via

Choose from SMTP and local MTA (e.g., Sendmail).

Local MTA (mail transfer agent) configuration is only available on self-hosted installations.

Host

Your email server’s hostname or IP address (e.g., smtp.gmail.com).

Benutzer

Your account login/username.

Leave blank to use the same value from incoming account setup.

Passwort

Ihr Konto-Passwort.

Leave blank to use the same value from incoming account setup.

Port

Your email server’s port (usu. 587 or 465).

Zammad will detect and enable SSL/STARTTLS support automatically.

Verifizierung

As a final step, Zammad sends a test email from your own account, to your own account, and to verify-external-smtp-sending@discard.zammad.org which discards the test mail right away.

We’ve created a landing page for discard.zammad.org which describes the backgrounds as well.

This this Zammad ensures that your email account is capable of sending internal and external - once this is verified the setup process is complete! 🎉

Hinweis

🤓 Vergessen Sie nicht die ausgehende Email-Adresse zu setzen

In Zammad entscheidet jede Gruppe, welche Email-Adresse für den ausgehenden Versand verwendet wird. Eingehende Gruppen haben hierauf technisch keinen Einfluss.

Stellen Sie aus diesem Grund sicher, dass Sie auch die Gruppen-Einstellungen anpassen.

Fehlerbehebung

• Is a custom incoming mail folder to blame?

Secondary Addresses

Secondary addresses (also known as aliases) allow you to send emails with a different “From:” address from the one on the account.

Once you add a secondary address, you can configure a group to start sending emails with it.

Warnung

🙅 Do not abuse this feature.

If you use secondary addresses to impersonate other parties, your IP is liable to get added to a spam blacklist.

Your email provider may also be set up to receive incoming messages for many addresses in the same mailbox. If this is the case, be sure to add your alternate inbox addresses here.

Display Name

Der Anzeigename wird auch für ausgehende Emails verwendet.

Der Posteingang eines Kunden mit einer automatischen Antwort von Chrispresso Sales.

Der Wert der E-Mail-Anzeigenamen kann auf der Registerkarte <email-settings-sender-format> weiter angepasst werden.

E-Mail

The alias address to send outgoing messages as.

Channel

The email account to be used when sending outgoing messages from this alias.

Note

Optional. Only visible from this dialog, the REST API, and the Rails console.

Accounts verwalten

Once an account has been added, use the Accounts panel to edit its configuration.

Mail Server Settings

Click Edit on inbound/outbound account details to change your server configuration.

See New Account Settings for a detailed description of each option.

Bemerkung

⌨️ In some browsers, you may have to manually re-enter your password.

Destination Group

Click on the group name to reassign the account.

Only active groups will be displayed.

Changing this setting will not reassign existing tickets to the new group.

Hinweis

📮 Still can’t send outgoing email tickets? Check your group settings.

Email Address

Use the + Add or Edit buttons to set up secondary addresses on this account.

See Secondary Addresses for a detailed description of each option.

Enabled / Disabled

Disabling an account temporarily prevents Zammad from importing its messages.

This may be necessary during scheduled maintenance or when migrating your installation to a new host.

Bemerkung

📮 Disabling an account disables outgoing messages for it, as well.

Delete

Deleting an account removes its configuration from Zammad entirely.

Bemerkung

🧹 Additional Steps Required

When an email account is deleted, its email aliases remain in the system. Be sure to reassign or delete them manually.

Click on the address to assign it to another account, or click ✖ to delete it.

Groups need an assigned an address to send outgoing emails. If you delete a group’s assigned address, agents belonging to that group won’t be able to send emails until you assign it a new one.

Email-Benachrichtigung

Bemerkung

Der Benachrichtigungs-Kanal kann nur in selbst gehosteten Installationen konfiguriert werden.

Weitere Informationen finden Sie unter System-Benachrichtigungen.

System-Benachrichtigungen sind automatisierte Emails, die Zammad für kritische Systemereignisse wie z.B. Accountänderungen oder SLA-Verletzungen versendet.

Use the Email Notification panel to configure how Zammad dispatches these notifications.

Send mails via

Choose from SMTP and local MTA (e.g., Sendmail).

Host

Your email server’s hostname or IP address (e.g., smtp.gmail.com).

Benutzer

Your account login/username.

Hinweis

The “From:” address on system notifications can be configured under Channels > Email > Settings > Notification Sender.

Passwort

Ihr Konto-Passwort.

Port

Your email server’s port (usu. 587 or 465).

Zammad will detect and enable SSL/STARTTLS support automatically.

Bemerkung

🤔 Das kommt mir bekannt vor… Wo habe ich das schon einmal gesehen?

This configuration step was part of the Getting Started wizard:

Account-Einrichtung

Verwenden Sie das Dialogfeld Neues E-Mail-Konto, um Ihr Konto zu verbinden.

Secondary Addresses

Senden und Empfangen Sie zusätzliche E-Mail-Adressen durch den selben Email-Account.

Accounts verwalten

Bearbeite die Einstellungen eines bereits vorhandenen Benutzers im Benutzer Panel.

Email-Benachrichtigung

Konfigurieren Sie den ausgehenden Email-Dienst für Systembenachrichtigungen. (Nur für selbst gehostete Installationen.)

Filter

Postmaster filters allow you to match email headers (e.g. From, To, Subject, X-Spam-Flag etc.) and execute a set of actions whenever Zammad’s email parser encounters a matching email. The actions will be applied to the ticket that is created or updated by this email. Here are some examples of what is possible with filters:

Automatically dispatch tickets into certain groups:

For example, tickets from amazon.com could automatically be dispatched to the Purchasing group.

Von: enthält: regex:(\.|@)amazon\.com

Gruppe: Einkauf

Bemerkung

Note that the Group action only has an effect when the matching email results in a new ticket. Zammad will not change the group of existing tickets.

Automatically increase the priority of tickets from a VIP customer:

Von: enhält: ourvipcustomer@example.com

Priorität: 3 hoch

Bemerkung

Note that the Priority action only has an effect when the matching email results in a new ticket. Zammad will not change the priority of existing tickets.

Automatically tag and close spam tickets that have been marked as spam by anexternal spam filter (e.g. SpamAssassin):

X-Spam-Flag: enthält: JA

Tag: add: spam

State: closed

Bemerkung

Note that the State action only has an effect when the matching email results in a new ticket. Zammad will not change the state of existing tickets. It will add the tag though if it missing, even if the mail is an update to an existing ticket.

The following actions are only effective when creating tickets:

• Gruppe

• Status

• Priorität

• Besitzer

Different attributes of a filter can be combined with each other. Likewise, the following actions can be combined. The supported matches are „contains“ and „contains not“; for advanced matching, you can use regular expressions by prefixing the string with regex:.

Note that Zammad matches against the full header, e.g. for a mail with From: Display Name <display.name@example.com>, the From condition will test against Display Name <display.name@example.com>. This is especially important when using anchored regular expressions; regex:^display\.name@example.com$ would not match this mail!

It should be borne in mind that the combined attributes build on each other. If a filter is no longer needed, it can either be temporarily set inactive or deleted directly.

Signatures

You can create a separate signature for each group in Zammad. The individual signatures can be created and edited here.

Afterwards, the existing (and active) signatures are available in the group editing mask:

Each group can be assigned its own signature, but they can also all use the same signature.

Dynamic Signatures

To individualize the signatures, it is possible to automatically load specific information into a signature via Variablen. All information stored on the ticket, assigned customers or agents can be inserted. This makes it possible to design the signature individually. To load a list of available variables, enter two colons (::) into the Text box of the signature editor.

Hinweis

Please keep in mind that specific information might not be available during ticket creation. The best example here is the ticket number / id. Specific information are created with submitting the ticket and thus are not available before submitting.

Here is an example of a signature with variables and the result when you write a mail:

Einstellungen

Below you can find the currently available email-related settings. Most of these settings have default values which can be found in this list as well.

Bemerkung

Some email-related settings are ticket-based settings, which is why they can be found in the Composer Settings.

List of Settings

Notification Sender: Default value Notification Master <noreply@#{config.fqdn}>

This is the default sender address for Zammad that affects all mails but those generated because of replies (like triggers or agent-based mails). Your customers normally will not see this address. This email address does not need to receive and can’t be assigned to a group.

Bemerkung

This address is relevant for agent notifications and password reset mails (also affects customers).

Additional follow-up detection

In some situations the normal follow-up detection is not enough. This might be due to missing references in the subject (the ticket hook and number). These options can help to recognize follow-ups to existing tickets.

Bemerkung

Please note that searching in attachment and body might lead to false follow-up detection.

Maximum Email Size: Default value 10 MB

This one is pretty obvious: It defines the maximum allowed size of an email Zammad will fetch. Zammad will not fetch Mails that are bigger than this option.

Hinweis

This technically also affects attachments for articles.

Send postmaster mail if mail too large: Default value yes (enabled)

Bemerkung

Upgraded installations will, by default, have the value set to no (disabled).

Option set to yes

This setting will cause Zammad to automatically reply to mails that exceed the above mail size limit with a postmaster style mail. This will help your user to understand that his mail did not arrive and won’t be reviewed by you.

Bemerkung

Zammad will still download and remove (if enabled) the mail from the mailbox. Instead of importing it to the database, it will save the affected mail to /opt/zammad/tmp/oversized_mail/.

Option set to no

If the option is set to no, Zammad will not reply to mails that are too big. Your customer will not notice that the mail was too large! Instead, Zammad will use the monitoring endpoint to alert its administrators that it can’t fetch a too large mail.

Lernen Sie mehr über Monitoring (Überwachung).

Sender based on Reply-To header: Default value not set (-)

This setting decides how Zammad should recognize its customers from emails that contain a Reply-To header. This comes in useful if you’re working with contact forms that need to use reply to headers.

Option set to Take reply-to header as sender/from of email.

This setting will overwrite the initial FROM to the value used in Reply-To completely.

Option set to - or Take Reply-To header as sender/from of email and use the real name of origin from.

This setting will partially overwrite the initial FROM. It uses the mail address from the Reply-To header and uses the given name of the FROM header, if given.

Customer selection based on sender and receiver list: Default value yes

This option decides how Zammad should react if an agent sends a email to it.

Option set to yes

The first user / email address from the recipient list will be used as the ticket customer.

Option set to no

The agent will be set as ticket customer.

Bemerkung

Currently agents can’t be customers within the UI. While Email communication works, agents can’t see their own tickets (as a customer) if they don’t have access to the group.

Block Notifications

With the regex that can be defined here, you can ensure not to send any notifications to specific systems. By default this especially affects typical system addresses which can’t receive emails anyway.

The default value is: (mailer-daemon|postmaster|abuse|root|noreply|noreply.+?|no-reply|no-reply.+?)@.+?

Sender Format: Default value Agent Name + FromSeparator + System Address Display Name

This configures the display name used in the FROM header of mails Zammad sends.

Bemerkung

This does not affect Notification mails (to agents) and password reset mails. Emails that are not sent by agents (e.g. trigger-based notifications) will always fallback to System Address Display Name if needed.

Option set to Agent Name + FromSeparator + System Address Display Name

This will cause Zammad to set the FROM header to agent name and the channel’s display name, divided by a separator (configured below).

Example: Christopher Miller via Chrispresso Inc..

Option set to System Address Display Name

This will cause Zammad to always use the display name of the used channel in the FROM header.

Example: Chrispresso Inc.

Option set to Agent Name

Zammad will use the agent’s name which is very personal.

Tipp

Usually you’d also want to remove the ticket slug from the subject in those cases.

Learn more in Settings → Ticket.

Sender Format Separator: Default value via

This is a can be a string you can freely choose. It divides the agent’s name and the display name of the channel whenever needed.

Ticket Subject Forward: Default value FWD

The above string will be used on the subject if you forward an email from Zammad.

Bemerkung

: will be automatically appended to the above string.

Ticket Subject Reply: Default value RE

The above string will be used on the subject if you reply to a mail from Zammad.

Bemerkung

: will be automatically appended to the above string.

Ticket Subject Size: Default value 110

This setting enforces a maximum length for subjects when replying. If the subject you’re using for your reply is too long, Zammad will automatically truncate the length and insert [...] to show it has shortened the subject.

Example: RE: Test somew[...] [Ticket#123456]

Bemerkung

This does not limit ticket titles within the UI, just the subjects when replying to an email.

Enhanced settings

Some less relevant settings can be changed via rails console if needed. As an example, Zammad allows you to send all outgoing communication to a BCC address for archiving reasons if needed. You can find the needed commands within the advanced customization settings.

Email header manipulation

Email header manipulation allows you to re-route or adjust tickets apart from filters or triggers. Like an API call, but with emails.

Header checks are case insensitive.

Warnung

🛡 Vertrauenswürdige Kanäle notwendig 🛡

Below options are a potential risk with external communication and thus require channels being set to trusted explicitly.

Tipp

Below headers are examples and –in our opinion– the most relevant ones. However: You can adjust mostly any article or ticket attribute (yes, custom ones as well) if you know the attribute’s exact name.

The name column within object’s management provides easy access to objects attribute names. 🤓

Trigger auto responses

Normally Zammad runs internal checks to see if an email is an automatic response. In these cases Zammad will not send trigger based responses.

There may be use cases where this behavior may be in your way, below options allow you to overcome this issue.

Bemerkung

In some cases combining below headers is crucial. This is intentional but may be confusing.

x-zammad-send-auto-response

Set to false to disable trigger based responses. If set to true Zammad will send a response.

Hinweis

This option does not work if e.g. precedence: list is set unless you use below auto response header as well.

x-zammad-is-auto-response

Providing this header allows you to tell Zammad that the mail in question is an auto generated response (true). This will cause email based triggers to be skipped.

Set this header to false if you want to generate auto responses.

Tipp

This header allows you to overwrite auto detects for e.g. precedence: list.

Ticket Attribute

Zammad allows you to use headers to manipulate ticket creations or follow ups. The manipulation can be used instead of triggers. Triggers are considered after header settings and thus can still overrule.

Bemerkung

🔎 Zammad differentiates between ticket creation and follow up

For creations use: X-Zammad-Ticket-{Attribute Name}

For follow ups use: X-Zammad-Ticket-FollowUp-{Attribute Name}

This allows you to ensure the changes are only applied in the required situation.

Warnung

🧐 Über Werte

• While headers are not case sensitive, values like e.g. priority names are case censitive: 1 low will work, but 1 lOw will not!

• When using attributes that require date / time values, ensure to use Time Zoned Times. e.g. for 28th September 2021 on 8 am CEST, either use:

  • 2021-09-28T08:00:00+0200

  • 2021-09-28T08:00:00+02:00

  • 2021-09-28T06:00:00.000Z

X-Zammad-Ticket-Priority & X-Zammad-Ticket-FollowUp-Priority

Allows you to adjust a ticket’s priority.

Beispiel: X-Zammad-Ticket-Priority: 1 low

X-Zammad-Ticket-Group & X-Zammad-Ticket-FollowUp-Group

Allows you interfere with regular channel routing of the ticket.

Beispiel: X-Zammad-Ticket-Group: Verkauf

X-Zammad-Ticket-Owner & X-Zammad-Ticket-FollowUp-Owner

Directly assign or change the ticket owner. Valid values are either login or Email

Beispiel: X-Zammad-Ticket-Owner: jdoe

X-Zammad-Ticket-State & X-Zammad-Ticket-FollowUp-State

Set a specific ticket state.

Beispiel: X-Zammad-Ticket-State: closed

Bemerkung

Warten-Status erfordern immer das pending_time-Attribut zusätzlich.

So: X-Zammad-Ticket-Pending_Time: 2021-09-26T08:00:00+0200

X-Zammad-Customer-Email

Manipulate the ticket customer - this can be a different user than the actual sender. Replying to the original sender is still possible.

Beispiel: X-Zammad-Customer-Email: jdoe@example.com

Bemerkung

Dieser Header steht für Follow-Ups nicht zur Verfügung.

X-Zammad-Customer-Login

Manipulate the ticket customer - this can be a different user than the actual sender. Replying to the original sender is still possible.

Beispiel: X-Zammad-Customer-Login: jdoe

Bemerkung

Dieser Header steht für Follow-Ups nicht zur Verfügung.

Artikel Attribute

If needed Zammad allows you to manipulate attributes or states of fetched email articles.

X-Zammad-Article-Sender

Manipulate the sender type (Agent, Customer, or System)

Beispiel: X-Zammad-Article-Sender: System

Warnung

System Emails are indicated in a similar way as trigger-response like entries Users can’t see them natively.

X-Zammad-Article-Type

Change the article type of your incoming mail. This requires you to know which article types are available in your system.

Beispiel: X-Zammad-Article-Type: phone

Warnung

This header can cause serious issues in your instance and may lead to unexpected behavior. Only use with absolute care!

X-Zammad-Article-Internal

Manipulate the default article visibility.

Beispiel: X-Zammad-Article-Internal: true

X-Zammad-Ignore

Tell Zammad to silently drop the Email.

Beispiel: X-Zammad-Ignore: true

Control how Zammad sends and receives email.

Hinweis

Sie benutzen Gmail / G-Suite?

Set up a Google channel instead.

Using Microsoft 365?

Set up a Microsoft 365 channel instead.

🚛 Migrate existing email channel to „XOAUTH“ channel

At this moment Zammad supports XOAUTH for the following providers:

• Google

• Microsoft 365 (formerly Office 365)

Use above links to use the migration option instead of removing and re-adding the channels. This will save precious time for something else!

👥 Accounts

Connect Zammad to your email provider so that it can watch your inbox, send auto-replies, and more.

(Self-hosted users may have already completed this step during new system setup.)

🗂️ Filters

Make sure new tickets show up in the right place with automated, if-this-then-that rules for all incoming email.

📜 Signatures

Customize signatures for all outgoing email.

⚙️ Settings

Manage options like:

• set the “From:” address on system notifications

• raise the limit on attachment sizes

• modify subject-line prefixes (e.g., use “AW:” instead of “RE:”)

Hinweis

Want to manually edit email subjects or always copy parent messages into your replies?

Check the ✍️ Composer Settings.

📇 Header manipulation

Manipulate auto response behavior or incoming routing.

Warnung

🤓 This is a very advanced topic.

Extra Options for Self-Hosted Users

If you’re too cool for POP3/IMAP/SMTP…

Watch your inbox with Fetchmail

Maybe you want to add emails via Fetchmail or Procmail to Zammad.

To get this to work you need to pipe your emails to rails.

Bemerkung

If you installed Zammad through a package manager (rather than from source), replace rails r with zammad run rails r below. To learn more, see Administration via Console.

Command line:

su - zammad
cd /opt/zammad
cat test/fixtures/mail1.box | rails r 'Channel::Driver::MailStdin.new(trusted: true)'

Fetchmail

Create .fetchmailrc:

su - zammad
cd ~
touch .fetchmailrc
chmod 0600 .fetchmailrc

vi .fetchmailrc:

#
# zammad fetchmail config
#
poll your.mail.server protocol POP3 user USERNAME pass PASSWORD mda "rails r 'Channel::Driver::MailStdin.new(trusted: true)'"

That’s it. Emails now will be directly piped into Zammad.

Using Procmail for advanced features like presorting

If you want to do some more with your emails, like presorting to a Zammad group or filtering spam, you can use Procmail.

Fetchmail config looks slightly different.

vi .fetchmailrc:

#
# zammad fetchmail config
#
poll your.mail.server protocol POP3 user USERNAME pass PASSWORD mda /usr/bin/procmail is zammad here

Create .procmailrc:

su - zammad
cd ~
touch .procmailrc

vi .procmailrc:

# --
# Pipe all emails into Zammad
# --
PATH=/opt/zammad/bin:/opt/zammad/vendor/bundle/bin:/sbin:/bin:/usr/sbin:/usr/bin:
SYS_HOME="/home/zammad"
RAILS_ENV=production
GEM_PATH=/opt/zammad/vendor/bundle/ruby/2.4.1/
LOGFILE="$SYS_HOME/procmail.log"
#VERBOSE="on"

:0 :
| rails r 'Channel::Driver::MailStdin.new(trusted: true)'

Dispatch messages with Sendmail

Warnung

For the initial setup of this you need administrative rights on the Zammad machine (console).

If you try to configure only an outgoing email account (as in, you do not wish to set up an incoming IMAP/POP3 account at all), you will find that it’s simply not possible via the email channel setup wizard. Instead, you will have to create it via the CLI.

(The wizard is designed to provide an idiot-proof email configuration process for the average, non-technical user, so certain advanced options and use cases have been deliberately omitted.)

To configure Zammad to use sendmail, run the following command (you can use rails r […] if you installed Zammad from source):

zammad run rails r "Channel.create(area: 'Email::Account', options: { inbound: { adapter: 'null', options: {} }, outbound: { adapter: 'sendmail' } }, active: true, preferences: { editable: false }, updated_by_id: 1, created_by_id: 1)"

Now, you should see a new Email Account entry in the admin settings panel:

Use the Add button under the Email Address heading to add new email addresses to send from.

Chat

Der Chat ist für den Unternehmens- und allgemeinen Kundensupport sehr wichtig geworden. Richtig eingesetzt, kann der Support per Chat eine echte Effizienzsteigerung darstellen. Ein Nachteil von Chats ist, wenn niemand antwortet oder ein Bot auf den Kunden antwortet.

Wie kann man den Support per Chat verbessern?

Wir haben andere in unserem Umfeld nach ihrer Meinung gefragt, um zu erfahren, was die Leute erwarten oder nicht mögen. Das haben wir herausgefunden:

Gute Erfahrungen

• Persönliche Unterstützung durch einen Menschen erhalten

• Eine schnelle Antwort erhalten

• Schnelle Lösung für mein Problem

Schlechte Erfahrungen

• Ein Chat-Fenster auf einer Website (während der Chat offline ist) mit dem Hinweis „Hinterlassen Sie eine Nachricht“

• Lange Warteschlangen, bevor man überhaupt ein mit einer Person schreibt

• Eine Nachricht wie „Mein Name ist Nina, was kann ich für Sie tun?“ zu erhalten, nachdem ich eine Nachricht mit meinem Problem gesendet habe.

• Ein Chat, der sich nicht richtig in die Website integriert

Unsere Antwort: Das Zammad Chat Widget

Die Aufgabe ist klar: Arbeiten Sie an den Nachteilen eines regelmäßigen Support-Chats und verbessern Sie diese.

Unser Ansatz lautet wie folgt

• Das Chat-Widget wird nur angezeigt, wenn mindestens ein Agent verfügbar ist und der Agent noch Kapazitäten hat.

  • Wenn kein Agent online ist oder die Agenten abwesend sind, wird der Chat nicht verfügbar sein

• Wir setzen einen Agenten als inaktiv, wenn der Agent keine neuen Chat-Anfragen annimmt oder die WebApp offline ist. Auf diese Weise können Ihre Support-Mitarbeiter Pausen einlegen, ohne dass Ihre Kunden ewig auf eine Reaktion warten müssen (siehe Punkt oben)

• Zammad antwortet nicht von sich aus auf Chat-Nachrichten, um sicherzustellen, dass es keine seltsamen Verzögerungen gibt. Zammad sendet eine (vom Agenten konfigurierbare) automatische Antwort, sobald der Agent die Chat-Anfrage annimmt.

• Zammad wird versuchen, die Farben Ihrer Haupt-Website an den Chat anzupassen. Sie können diese Farben auch anpassen, so dass Sie den Chat in Ihre Website integrieren können, als ob er schon vorher da gewesen wäre.

Konfiguration des Chat-Widgets

Sie können Chat-Widgets für Ihre Webseiten erstellen, mit denen Besucher mit Ihnen chatten können.

Der Bereich zur Konfiguration des Chats befindet sich im Verwaltungsbereich unter Channels → Chat:

Sie können Chats für verschiedene Websites einrichten und diese unabhängig voneinander bearbeiten. Der integrierte Designer hilft dem Chat-Widget, sich an die Farbe der Website anzupassen. Wenn Ihnen das vorgeschlagene Design nicht gefällt, können Sie das Design manuell anpassen. Durch die verschiedenen Vorschaubilder haben Sie die Möglichkeit, direkt zu sehen, wie die Präsentation auf verschiedenen Geräten aussieht.

Nutzung

Fügen Sie den Widget-Code in den Quellcode jeder Seite ein, auf welcher der Chat sichtbar sein soll. Er sollte am Ende des Quellcodes der Seite vor dem schließenden </body>-Tag platziert werden.

Ergebnis

Das Endergebnis wird wie folgt aussehen:

Voraussetzungen

Der Zammad-Chat erfordert jQuery. Wenn Sie es nicht bereits auf Ihrer Website verwenden, fügen Sie es wie folgt ein:

<script src="https://code.jquery.com/jquery-3.6.0.min.js"></script>

Sie haben zwei Möglichkeiten, den Chat auf Ihrer Website zu implementieren:

• Automatisch den Chat anzeigen (das ist die Standardeinstellung)

• oder öffnen Sie den Chat manuell.

Chat-Einschränkungen

Sie bieten einen Chat für Ihre Zielgruppe an, möchten aber den Chat für bestimmte IP-Adressen oder Länder nicht freischalten? Dann haben Sie die Möglichkeit, die gewünschten IP-Adressen und Länder schnell und einfach über die Chat-Konfiguration im Admin-Panel zu sperren. Das Konfigurationspanel sieht wie folgt aus:

Weitere Informationen über die Chat-Anpassung finden Sie auch im Verwaltungsbereich.

Google

Accounts

Register an OAuth App

Setting up a new Gmail / G Suite account? Because of Google’s strict security policies, it’s not as simple as entering your username and password.

First, you’ll have to connect Zammad to your Google account as an OAuth app via the Google Developer settings panel. Once that’s done, you’ll be able to connect as many Gmail accounts to Zammad as you want, using only active Gmail browser sessions (no usernames or passwords required).

Bemerkung

🤔 What the heck is OAuth?

If you’ve ever used a website that lets you “Sign in with Google/Facebook/Twitter”, you’ve used OAuth. OAuth is a way for you to let a third-party website see a tiny slice of your Google/Facebook/Twitter account data without giving them your password (which would let them see everything).

When a third-party website wants to use OAuth, it has to register with the provider first (i.e., Google). This way, the provider knows who’s receiving its users’ data, and can give users a way to revoke access if they change their minds.

In this case, Zammad is that third-party website. That’s why adding a Gmail account is a two-stage process: first, you have to register Zammad as a website that wishes to access Google user data; then, you have to add yourself as a Google user who agrees to let Zammad fetch your email.

Step-by-Step

To get started, head over to Google’s Developer settings panel.

1. Create a new project

   For the purposes of this guide, a “project” and an OAuth app are the same thing. You may name it whatever you wish.

   

2. Enable & add the Gmail API

   Use the ➕ Enable APIs and Services button to start your search.

   

3. Set up the OAuth consent screen

   Configure who can use your app, what kind of access it’s asking for, and a few fine print details (like a link to Zammad’s privacy policy).

   This information will be displayed in the process of connecting a Gmail account to Zammad, when users are redirected to Google for sign-in/confirmation.

   

   User Type

   This option is only available to G Suite users.

   If you have the option, choose Internal (unless you plan on creating channels for Gmail addresses from outside your G Suite domain).

   Scopes for Google APIs

   Add Gmail API: https://mail.google.com.

4. Generate OAuth credentials

   Click on ➕ Create credentials > OAuth client ID to begin.

   

   Application type

   Choose Web application.

   Authorized redirect URIs

   E.g., https://your-domain.com/api/v1/external_credentials/google/callback

   Find it in the Zammad admin panel under Channels > Google > Connect Google App > Your callback URL.

5. Connect your Google app in Zammad

   Copy your new OAuth app’s credentials (client ID and client secret) into Zammad in the admin panel, under Channels > Google > Connect Google App.

   

🍾 Congratulations! Now you’re ready to connect Gmail accounts to Zammad.

Fehlerbehebung

My OAuth credentials stopped working all of a sudden

Did you recently reset your Google password?

(Google invalidates all your OAuth tokens whenever you change your password. Generate a new one per Steps 4 and 5 above.)

Account-Einrichtung

After you’ve registered Zammad as an OAuth app in your Google Developer settings, you can begin connecting Gmail accounts to Zammad.

☠️ Zu aller erst ein Warnung! Der Abholprozess tut Dinge, die Sie ggf. nicht erwarten:

Gefahr

🚯 Zammad entfernt beim Abholen alle Emails des Email-Accounts.

Use the Keep Messages on Server setting to disable this behavior.

Warnung

📮 Zammad sendet automatische Antworten für jede Email die es importiert. (Das betrifft auch alte!)

Make sure to disable this behavior prior adding an email account, and to turn it back on once all your messages have been imported.

🚛 Migrate an Existing Email Channel

If you’ve already added your Google account as a regular email channel, you’ll have to convert it to a Google channel eventually: Google is planning to end support for simple password authentication in third-party email clients (like Zammad).

Please refer the Migrate from Email channel to Google channel guide.

Add a New Account

Click Add Account to connect your Gmail / G Suite accounts to Zammad. You will be redirected to a Google sign-in and confirmation page.

Any aliases registered in your Gmail settings will be imported automatically.

Bemerkung

Google has a stringent verification process to protect users from third-party websites that use OAuth to access their data. Since you are the third-party website here, you can safely ignore this warning.

Channel

Ordner

Specify which folder (or label) to fetch from, or leave empty to fetch from INBOX.

If specifying a nested folder, be sure to use the full path; e.g., Inquiries/Tech-Support.

Nachrichten auf Server belassen

Specify what happens to your emails after Zammad imports them:

• no Zammad deletes all imported messages

• yes Zammad marks imported messages as read

  (With this option, Zammad will only import unread messages. This means Zammad may miss messages if the mailbox is externally modified.)

Bemerkung

🤔 Warum löscht Zammad standardmäßig Nachrichten?

If you never clean out your inbox, it’ll eventually reach its storage limit, and your mail server will start rejecting incoming messages. Most Zammad users never even look at their inbox once it’s set up, so they rely on Zammad to keep it clean for them.

If you choose yes here, remember that it’s your responsibility to clean out your inbox from time to time to keep it below its storage limit.

Nach dem Hinzufügen des Accounts

After successfully adding the Microsoft 365 mail account, you can adjust the default group Zammad is going to assign incoming new tickets to.

Only active groups will be displayed.

Changing this setting will not reassign existing tickets to the new group.

Hinweis

🤓 Vergessen Sie nicht die ausgehende Email-Adresse zu setzen

In Zammad entscheidet jede Gruppe, welche Email-Adresse für den ausgehenden Versand verwendet wird. Eingehende Gruppen haben hierauf technisch keinen Einfluss.

Stellen Sie aus diesem Grund sicher, dass Sie auch die Gruppen-Einstellungen anpassen.

Fehlerbehebung

I successfully added my account, but Zammad isn’t fetching new email

If you specified a custom folder/label to fetch from, are you sure incoming mail is arriving in that folder?

Migrate from Email channel to Google channel

Zammad provides a migration logic that allows you to migrate existing Google accounts from the Email channel to the Google channel.

Bemerkung

🧐 Zammad is expecting specific settings

In order for Zammad to display the migration option, it expects the channels hostname to be imap.gmail.com for IMAP and smtp.gmail.com for SMTP.

The easiest way to start the migration is to Register an OAuth App for your Google accounts before migrating. However, if you don’t, Zammad will ask you to provide your app credentials before allowing you to continue.

If you’re ready to go, simply click on the Migrate now! button in the red banner of the email channel in question. Zammad will redirect you to Google and request you to authenticate and consent to said account.

After you pressed next you’ll be redirect to Zammad’s Google channel overview. Your channel, if successful, is now migrated to an Google channel.

Rolling back the migration

In case something went wrong, Zammad allows you to roll back the migration for up to 7 days. For this time period Zammad will remember your original credentials and restore it if needed. These information will be removed entirely after 7 days.

Bemerkung

Secondary addresses in Google channels work (almost) just like they do in email channels, so this article is lifted (almost) verbatim from here.

Secondary Addresses

Secondary addresses (also known as aliases) allow you to send emails with a different “From:” address from the one on the account.

Once you add a secondary address, you can configure a group to start sending emails with it.

Warnung

👀 Secondary addresses must be added and verified in your Gmail settings first.

Gmail has its own process for adding and verifying aliases (under Settings > Accounts and Import > Send mail as). If you add an alias here before adding it in your Gmail settings, Google will refuse to dispatch it.

G Suite users may need to contact their administrators in order to add aliases in their Gmail settings.

Your email provider may also be set up to receive incoming messages for many addresses in the same mailbox. If this is the case, be sure to add your alternate inbox addresses here.

Display Name

Der Anzeigename wird auch für ausgehende Emails verwendet.

Der Posteingang eines Kunden mit einer automatischen Antwort von Chrispresso Sales.

Der Wert der E-Mail-Anzeigenamen kann auf der Registerkarte <email-settings-sender-format> weiter angepasst werden.

E-Mail

The alias address to send outgoing messages as.

Channel

The email account to be used when sending outgoing messages from this alias.

Note

Optional. Only visible from this dialog, the REST API, and the Rails console.

Bemerkung

Managing accounts in Google channels is (almost) just like it is in email channels, so this article is lifted (almost) verbatim from here.

Accounts verwalten

Once an account has been added, use the Accounts panel to edit its configuration.

Fetch Preferences

Click Edit on inbound account details to change how messages are retrieved from your account.

See New Account Settings for a detailed description of each option.

Destination Group

Click on the group name to reassign the account.

Only active groups will be displayed.

Changing this setting will not reassign existing tickets to the new group.

Hinweis

📮 Still can’t send outgoing email tickets? Check your group settings.

Email Address

Use the + Add or Edit buttons to set up secondary addresses on this account.

See Secondary Addresses for a detailed description of each option.

Enabled / Disabled

Disabling an account temporarily prevents Zammad from importing its messages.

This may be necessary during scheduled maintenance or when migrating your installation to a new host.

Bemerkung

📮 Disabling an account disables outgoing messages for it, as well.

Delete

Deleting an account removes its configuration from Zammad entirely.

Bemerkung

🧹 Additional Steps Required

Groups need an assigned an address to send outgoing emails. If you delete a group’s assigned address, agents belonging to that group won’t be able to send emails until you assign it a new one.

(There’s no need to manage orphaned email addresses like you would on an email channel. In Google channels, aliases are connected to your Gmail account, which means they can be imported and purged automatically.)

Register an OAuth App

Use the Connect Google App dialog to register Zammad as an OAuth app on Google.

(This step is required; read on to learn why.)

Account-Einrichtung

Use the Add Account dialog to connect your account.

You’re migrating existing email channels? Look below!

Migrate from Email channel to Google channel

Use the Migrate now! button within your email channels to quickly move your mailboxes to Microsoft 365. You can roll back if things hit the fan!

Secondary Addresses

Senden und Empfangen Sie zusätzliche E-Mail-Adressen durch den selben Email-Account.

Accounts verwalten

Bearbeite die Einstellungen eines bereits vorhandenen Benutzers im Benutzer Panel.

Bemerkung

🤔 How do I use my Gmail account for outgoing system notifications?

On subscription/cloud-hosted instances, you can’t. Notifications will always come from “Notification Master <noreply@your.zammad.domain>”.

On self-hosted instances, we still don’t recommend it. Using a Gmail account for automated, outgoing messages is risky: users who exceed Google’s email sending limits can have their accounts suspended.

Set up a generic email channel instead, the use the Email Notification setting.

Bemerkung

Filters in Google channels are just like filters in email channels, so this article is lifted verbatim from here.

Filter

Postmaster filters allow you to match email headers (e.g. From, To, Subject, X-Spam-Flag etc.) and execute a set of actions whenever Zammad’s email parser encounters a matching email. The actions will be applied to the ticket that is created or updated by this email. Here are some examples of what is possible with filters:

Automatically dispatch tickets into certain groups:

For example, tickets from amazon.com could automatically be dispatched to the Purchasing group.

Von: enthält: regex:(\.|@)amazon\.com

Gruppe: Einkauf

Bemerkung

Note that the Group action only has an effect when the matching email results in a new ticket. Zammad will not change the group of existing tickets.

Automatically increase the priority of tickets from a VIP customer:

Von: enhält: ourvipcustomer@example.com

Priorität: 3 hoch

Bemerkung

Note that the Priority action only has an effect when the matching email results in a new ticket. Zammad will not change the priority of existing tickets.

Automatically tag and close spam tickets that have been marked as spam by anexternal spam filter (e.g. SpamAssassin):

X-Spam-Flag: enthält: JA

Tag: add: spam

State: closed

Bemerkung

Note that the State action only has an effect when the matching email results in a new ticket. Zammad will not change the state of existing tickets. It will add the tag though if it missing, even if the mail is an update to an existing ticket.

The following actions are only effective when creating tickets:

• Gruppe

• Status

• Priorität

• Besitzer

Different attributes of a filter can be combined with each other. Likewise, the following actions can be combined. The supported matches are „contains“ and „contains not“; for advanced matching, you can use regular expressions by prefixing the string with regex:.

Note that Zammad matches against the full header, e.g. for a mail with From: Display Name <display.name@example.com>, the From condition will test against Display Name <display.name@example.com>. This is especially important when using anchored regular expressions; regex:^display\.name@example.com$ would not match this mail!

It should be borne in mind that the combined attributes build on each other. If a filter is no longer needed, it can either be temporarily set inactive or deleted directly.

Bemerkung

Signatures in Google channels are just like signatures in email channels, so this article is lifted verbatim from here.

Signatures

You can create a separate signature for each group in Zammad. The individual signatures can be created and edited here.

Afterwards, the existing (and active) signatures are available in the group editing mask:

Each group can be assigned its own signature, but they can also all use the same signature.

Dynamic Signatures

To individualize the signatures, it is possible to automatically load specific information into a signature via Variablen. All information stored on the ticket, assigned customers or agents can be inserted. This makes it possible to design the signature individually. To load a list of available variables, enter two colons (::) into the Text box of the signature editor.

Hinweis

Please keep in mind that specific information might not be available during ticket creation. The best example here is the ticket number / id. Specific information are created with submitting the ticket and thus are not available before submitting.

Here is an example of a signature with variables and the result when you write a mail:

Bemerkung

Settings in Google channels are just like settings in email channels, so this article is lifted verbatim from here.

Einstellungen

Below you can find the currently available email-related settings. Most of these settings have default values which can be found in this list as well.

Bemerkung

Some email-related settings are ticket-based settings, which is why they can be found in the Composer Settings.

List of Settings

Notification Sender: Default value Notification Master <noreply@#{config.fqdn}>

This is the default sender address for Zammad that affects all mails but those generated because of replies (like triggers or agent-based mails). Your customers normally will not see this address. This email address does not need to receive and can’t be assigned to a group.

Bemerkung

This address is relevant for agent notifications and password reset mails (also affects customers).

Additional follow-up detection

In some situations the normal follow-up detection is not enough. This might be due to missing references in the subject (the ticket hook and number). These options can help to recognize follow-ups to existing tickets.

Bemerkung

Please note that searching in attachment and body might lead to false follow-up detection.

Maximum Email Size: Default value 10 MB

This one is pretty obvious: It defines the maximum allowed size of an email Zammad will fetch. Zammad will not fetch Mails that are bigger than this option.

Hinweis

This technically also affects attachments for articles.

Send postmaster mail if mail too large: Default value yes (enabled)

Bemerkung

Upgraded installations will, by default, have the value set to no (disabled).

Option set to yes

This setting will cause Zammad to automatically reply to mails that exceed the above mail size limit with a postmaster style mail. This will help your user to understand that his mail did not arrive and won’t be reviewed by you.

Bemerkung

Zammad will still download and remove (if enabled) the mail from the mailbox. Instead of importing it to the database, it will save the affected mail to /opt/zammad/tmp/oversized_mail/.

Option set to no

If the option is set to no, Zammad will not reply to mails that are too big. Your customer will not notice that the mail was too large! Instead, Zammad will use the monitoring endpoint to alert its administrators that it can’t fetch a too large mail.

Lernen Sie mehr über Monitoring (Überwachung).

Sender based on Reply-To header: Default value not set (-)

This setting decides how Zammad should recognize its customers from emails that contain a Reply-To header. This comes in useful if you’re working with contact forms that need to use reply to headers.

Option set to Take reply-to header as sender/from of email.

This setting will overwrite the initial FROM to the value used in Reply-To completely.

Option set to - or Take Reply-To header as sender/from of email and use the real name of origin from.

This setting will partially overwrite the initial FROM. It uses the mail address from the Reply-To header and uses the given name of the FROM header, if given.

Customer selection based on sender and receiver list: Default value yes

This option decides how Zammad should react if an agent sends a email to it.

Option set to yes

The first user / email address from the recipient list will be used as the ticket customer.

Option set to no

The agent will be set as ticket customer.

Bemerkung

Currently agents can’t be customers within the UI. While Email communication works, agents can’t see their own tickets (as a customer) if they don’t have access to the group.

Block Notifications

With the regex that can be defined here, you can ensure not to send any notifications to specific systems. By default this especially affects typical system addresses which can’t receive emails anyway.

The default value is: (mailer-daemon|postmaster|abuse|root|noreply|noreply.+?|no-reply|no-reply.+?)@.+?

Sender Format: Default value Agent Name + FromSeparator + System Address Display Name

This configures the display name used in the FROM header of mails Zammad sends.

Bemerkung

This does not affect Notification mails (to agents) and password reset mails. Emails that are not sent by agents (e.g. trigger-based notifications) will always fallback to System Address Display Name if needed.

Option set to Agent Name + FromSeparator + System Address Display Name

This will cause Zammad to set the FROM header to agent name and the channel’s display name, divided by a separator (configured below).

Example: Christopher Miller via Chrispresso Inc..

Option set to System Address Display Name

This will cause Zammad to always use the display name of the used channel in the FROM header.

Example: Chrispresso Inc.

Option set to Agent Name

Zammad will use the agent’s name which is very personal.

Tipp

Usually you’d also want to remove the ticket slug from the subject in those cases.

Learn more in Settings → Ticket.

Sender Format Separator: Default value via

This is a can be a string you can freely choose. It divides the agent’s name and the display name of the channel whenever needed.

Ticket Subject Forward: Default value FWD

The above string will be used on the subject if you forward an email from Zammad.

Bemerkung

: will be automatically appended to the above string.

Ticket Subject Reply: Default value RE

The above string will be used on the subject if you reply to a mail from Zammad.

Bemerkung

: will be automatically appended to the above string.

Ticket Subject Size: Default value 110

This setting enforces a maximum length for subjects when replying. If the subject you’re using for your reply is too long, Zammad will automatically truncate the length and insert [...] to show it has shortened the subject.

Example: RE: Test somew[...] [Ticket#123456]

Bemerkung

This does not limit ticket titles within the UI, just the subjects when replying to an email.

Enhanced settings

Some less relevant settings can be changed via rails console if needed. As an example, Zammad allows you to send all outgoing communication to a BCC address for archiving reasons if needed. You can find the needed commands within the advanced customization settings.

Bemerkung

EMail header manipulation in Google channels work just like in email channels, so this article is lifted verbatim from here.

Email header manipulation

Email header manipulation allows you to re-route or adjust tickets apart from filters or triggers. Like an API call, but with emails.

Header checks are case insensitive.

Warnung

🛡 Vertrauenswürdige Kanäle notwendig 🛡

Below options are a potential risk with external communication and thus require channels being set to trusted explicitly.

Tipp

Below headers are examples and –in our opinion– the most relevant ones. However: You can adjust mostly any article or ticket attribute (yes, custom ones as well) if you know the attribute’s exact name.

The name column within object’s management provides easy access to objects attribute names. 🤓

Trigger auto responses

Normally Zammad runs internal checks to see if an email is an automatic response. In these cases Zammad will not send trigger based responses.

There may be use cases where this behavior may be in your way, below options allow you to overcome this issue.

Bemerkung

In some cases combining below headers is crucial. This is intentional but may be confusing.

x-zammad-send-auto-response

Set to false to disable trigger based responses. If set to true Zammad will send a response.

Hinweis

This option does not work if e.g. precedence: list is set unless you use below auto response header as well.

x-zammad-is-auto-response

Providing this header allows you to tell Zammad that the mail in question is an auto generated response (true). This will cause email based triggers to be skipped.

Set this header to false if you want to generate auto responses.

Tipp

This header allows you to overwrite auto detects for e.g. precedence: list.

Ticket Attribute

Zammad allows you to use headers to manipulate ticket creations or follow ups. The manipulation can be used instead of triggers. Triggers are considered after header settings and thus can still overrule.

Bemerkung

🔎 Zammad differentiates between ticket creation and follow up

For creations use: X-Zammad-Ticket-{Attribute Name}

For follow ups use: X-Zammad-Ticket-FollowUp-{Attribute Name}

This allows you to ensure the changes are only applied in the required situation.

Warnung

🧐 Über Werte

• While headers are not case sensitive, values like e.g. priority names are case censitive: 1 low will work, but 1 lOw will not!

• When using attributes that require date / time values, ensure to use Time Zoned Times. e.g. for 28th September 2021 on 8 am CEST, either use:

  • 2021-09-28T08:00:00+0200

  • 2021-09-28T08:00:00+02:00

  • 2021-09-28T06:00:00.000Z

X-Zammad-Ticket-Priority & X-Zammad-Ticket-FollowUp-Priority

Allows you to adjust a ticket’s priority.

Beispiel: X-Zammad-Ticket-Priority: 1 low

X-Zammad-Ticket-Group & X-Zammad-Ticket-FollowUp-Group

Allows you interfere with regular channel routing of the ticket.

Beispiel: X-Zammad-Ticket-Group: Verkauf

X-Zammad-Ticket-Owner & X-Zammad-Ticket-FollowUp-Owner

Directly assign or change the ticket owner. Valid values are either login or Email

Beispiel: X-Zammad-Ticket-Owner: jdoe

X-Zammad-Ticket-State & X-Zammad-Ticket-FollowUp-State

Set a specific ticket state.

Beispiel: X-Zammad-Ticket-State: closed

Bemerkung

Warten-Status erfordern immer das pending_time-Attribut zusätzlich.

So: X-Zammad-Ticket-Pending_Time: 2021-09-26T08:00:00+0200

X-Zammad-Customer-Email

Manipulate the ticket customer - this can be a different user than the actual sender. Replying to the original sender is still possible.

Beispiel: X-Zammad-Customer-Email: jdoe@example.com

Bemerkung

Dieser Header steht für Follow-Ups nicht zur Verfügung.

X-Zammad-Customer-Login

Manipulate the ticket customer - this can be a different user than the actual sender. Replying to the original sender is still possible.

Beispiel: X-Zammad-Customer-Login: jdoe

Bemerkung

Dieser Header steht für Follow-Ups nicht zur Verfügung.

Artikel Attribute

If needed Zammad allows you to manipulate attributes or states of fetched email articles.

X-Zammad-Article-Sender

Manipulate the sender type (Agent, Customer, or System)

Beispiel: X-Zammad-Article-Sender: System

Warnung

System Emails are indicated in a similar way as trigger-response like entries Users can’t see them natively.

X-Zammad-Article-Type

Change the article type of your incoming mail. This requires you to know which article types are available in your system.

Beispiel: X-Zammad-Article-Type: phone

Warnung

This header can cause serious issues in your instance and may lead to unexpected behavior. Only use with absolute care!

X-Zammad-Article-Internal

Manipulate the default article visibility.

Beispiel: X-Zammad-Article-Internal: true

X-Zammad-Ignore

Tell Zammad to silently drop the Email.

Beispiel: X-Zammad-Ignore: true

Connect a Gmail or G Suite account to Zammad.

Bemerkung

Google channels are a specialized kind of 📨 email channel.

If you’re already familiar with email channels, you can skip most of this—but watch out for the “Accounts” section, which has a few extra quirks due to Google’s strict security measures.

👥 Accounts

Connect Zammad to your email provider so that it can watch your inbox, send auto-replies, and more.

(Self-hosted users may have already completed this step during new system setup.)

🗂️ Filters

Make sure new tickets show up in the right place with automated, if-this-then-that rules for all incoming email.

📜 Signatures

Customize signatures for all outgoing email.

⚙️ Settings

Manage options like:

• set the “From:” address on system notifications

• raise the limit on attachment sizes

• modify subject-line prefixes (e.g., use “AW:” instead of “RE:”)

Hinweis

Want to manually edit email subjects or always copy parent messages into your replies?

Check the ✍️ Composer Settings.

📇 Header manipulation

Manipulate auto response behavior or incoming routing.

Warnung

🤓 This is a very advanced topic.

Microsoft 365

Accounts

Register an OAuth App

Setting up a new Microsoft365 / Outlook account? Because of Microsoft’s strict security policies, it’s not as simple as entering your username and password.

First, you’ll have to connect Zammad to your Microsoft account as an OAuth app via the Microsoft Azure Portal. Once that’s done, you’ll be able to connect as many Microsoft 365 accounts to Zammad as you want, using only active Microsoft 365 browser sessions (no usernames or passwords required).

Bemerkung

🤔 What the heck is OAuth?

If you’ve ever used a website that lets you “Sign in with Google/Facebook/Twitter”, you’ve used OAuth. OAuth is a way for you to let a third-party website see a tiny slice of your Microsoft/Facebook/Twitter account data without giving them your password (which would let them see everything).

When a third-party website wants to use OAuth, it has to register with the provider first (i.e., Microsoft). This way, the provider knows who’s receiving its users’ data, and can give users a way to revoke access if they change their minds.

In this case, Zammad is that third-party website. That’s why adding a Microsoft account is a two-stage process: first, you have to register Zammad as a website that wishes to access Microsoft user data; then, you have to add yourself as a Microsoft user who agrees to let Zammad fetch your email.

Step-by-Step

To get started, head over to Microsoft’s Azure Portal.

Bemerkung

🔑 Use an admin account for your organization.

Otherwise, an admin will have to approve your changes before they can take effect.

1. Add an App Registration

   Under App Registrations > ➕ New Registration, use the following:

   Supported account types

   Choose the option that’s right for your organization (or click Help me choose… if you’re not sure).

   • Accounts in this organizational directory only (Default Directory only - Single tenant)

   • Accounts in any organizational directory (Any Azure AD directory - Multitenant)

   • Accounts in any organizational directory (Any Azure AD directory - Multitenant) and personal Microsoft accounts (e.g. Skype, Xbox)

   Bemerkung

   🙅 The “Personal Microsoft accounts only” option is not supported.

   Redirect URI

   Web > E.g., https://your-domain.com/api/v1/external_credentials/microsoft365/callback

   Find it in the Zammad admin panel under Channels > Microsoft 365 > Connect Microsoft 365 App > Your callback URL.

   

2. Add API permissions

   Under API Permissions > ➕ Add a permission > Microsoft Graph > Delegated permissions, add the following:

   OpenId permissions

   • email

   • offline_access

   • openid

   • profile

   IMAP

   • IMAP.AccessAsUser.all

   SMTP

   • SMTP.Send

   

3. Admin Consent related information (optional)

   Hinweis

   This step is only required for tenants that require admin consent. Admin consent adds another layer of security for your tenants users and allows administrators to define who may share user information.

   Within Enterprise applications select your app. When creating an app within App registrations, Microsoft will automatically also create an enterprise application for you.

   Set Assignment required to Yes within the apps properties and hit Save. This generally activates your app requesting admin consent already.

   

   3.1 Tightening your app even further (Recommended, optional)

   Bemerkung

   This step is not exactly required but recommended. This step will protect your tenant users from -to admins- unwanted permission changes (e.g. requesting more permissions than originally noted).

   It also has another benefit: You can add the email account in question immediately without any administrator being forced to stepped in manually.

   Still within Enterprise applications select Users and groups. In this section you can select specific users and / or groups (users must be direct members!) that are allowed to use your app for adding mailboxes to Zammad.

   After adding users and groups, go back to the Azure portals home and select App registrations. Within your desired app go to API permissions and use the Grant admin consent for {company name} button to generally allow connecting users you previously consented.

   Bemerkung

   Not adding users / groups nor providing the granted admin consent right away will cause Microsoft to enforce at least the first user to be requested to provide a reason for the consent request. After that Microsoft will automatically grant the consent for your tenant.

   Administrative accounts can also use the option Consent on behalf of your organization in above mentioned permission dialogue.

   

4. Connect your Microsoft app in Zammad

   Copy your new app registration’s Application (client) ID and Directory (tenant) ID (found under Overview > Essentials) into Zammad in the admin panel, under Channels > Microsoft 365 > Connect Microsoft 365 App.

   Then, create a new client secret under Certificates and Secrets > ➕ New Client Secret and copy that into the Zammad admin panel, as well.

   

🍾 Congratulations! Now you’re ready to connect Microsoft 365 or Outlook accounts to Zammad.

Account-Einrichtung

After you’ve registered Zammad as an OAuth app in your Azure Portal, you can begin connecting Microsoft accounts to Zammad.

☠️ Zu aller erst ein Warnung! Der Abholprozess tut Dinge, die Sie ggf. nicht erwarten:

Gefahr

🚯 Zammad entfernt beim Abholen alle Emails des Email-Accounts.

Use the Keep Messages on Server setting to disable this behavior.

Warnung

📮 Zammad sendet automatische Antworten für jede Email die es importiert. (Das betrifft auch alte!)

Make sure to disable this behavior prior adding an email account, and to turn it back on once all your messages have been imported.

Tipp

🤓 Shared mailboxes are possible…

For this to function ensure to set a password for the account in question. You’ll need these credentials to authenticate against later during adding the account.

🚛 Migrate an Existing Email Channel

If you’ve already added your Microsoft 365 account as a regular email channel, you’ll have to convert it to a Microsoft 365 channel eventually: Microsoft is planning to end support for simple password authentication in third-party email clients (like Zammad).

Please refer the Migrate from Email channel to Microsoft 365 channel guide.

Requesting administrator consent

Hinweis

This step is only required if you didn’t consent the permissions in App registration as administrator on behalf of your users. If you do not use this kind of security measurement, simply skip to Add a New Account.

Requesting the consent

Within Zammad click on Request Admin Consent in order to request consent from your administrators. This is required in some tenants.

Bemerkung

If your admin already provided consent, you’ll be automatically authenticated, if this happens, continue with Add a New Account.

After authenticating against Microsoft and providing a reason for your request, you’ll be redirect to the Zammad app. Zammad will then tell you to wait for your administrators consent. The consent grant or denial will be sent by mail.

Granting the consent (admin users)

Within Enterprise applications go to Admin consent requests. You’ll find all your user grant requests here.

Clicking on a request allows you to review which user requested the consent for what app. Click on Review permissions and consent to start the grant process. You’ll be asked for credentials - these credentials are the administrator credentials not the ones of the mailbox user to add.

After you’ve granted the request, continue with Add a New Account. (As mentioned in Step 3.1 of the App registration)

Add a New Account

Bemerkung

Below shown screencast shows the authentication process with enabled admin consent and already tenant wide granted permission.

If you’re not using admin consent in your organization or you’re authenticating a personal microsoft account, you’ll see an additional permission dialogue you’ll have to approve.

Click Add Account to connect your Microsoft 365 / Outlook accounts to Zammad. You will be redirected to a Microsoft sign-in and confirmation page.

Bemerkung

🕵️ Aliases are not imported automatically.

See Secondary Addresses to add them yourself.

Channel

Ordner

Specify which folder (or label) to fetch from, or leave empty to fetch from INBOX.

If specifying a nested folder, be sure to use the full path; e.g., Inquiries/Tech-Support.

Nachrichten auf Server belassen

Specify what happens to your emails after Zammad imports them:

• no Zammad deletes all imported messages

• yes Zammad marks imported messages as read

  (With this option, Zammad will only import unread messages. This means Zammad may miss messages if the mailbox is externally modified.)

Bemerkung

🤔 Warum löscht Zammad standardmäßig Nachrichten?

If you never clean out your inbox, it’ll eventually reach its storage limit, and your mail server will start rejecting incoming messages. Most Zammad users never even look at their inbox once it’s set up, so they rely on Zammad to keep it clean for them.

If you choose yes here, remember that it’s your responsibility to clean out your inbox from time to time to keep it below its storage limit.

Nach dem Hinzufügen des Accounts

After successfully adding the Microsoft 365 mail account, you can adjust the default group Zammad is going to assign incoming new tickets to.

Only active groups will be displayed.

Changing this setting will not reassign existing tickets to the new group.

Hinweis

🤓 Vergessen Sie nicht die ausgehende Email-Adresse zu setzen

In Zammad entscheidet jede Gruppe, welche Email-Adresse für den ausgehenden Versand verwendet wird. Eingehende Gruppen haben hierauf technisch keinen Einfluss.

Stellen Sie aus diesem Grund sicher, dass Sie auch die Gruppen-Einstellungen anpassen.

Fehlerbehebung

I successfully added my account, but Zammad isn’t fetching new email

If you specified a custom folder/label to fetch from, are you sure incoming mail is arriving in that folder?

My mailbox was working fine but suddenly it fails with EXPUNGE FAILED

This is a Microsoft 365 specific issue which you have to solve with Microsoft. However, you can have a look at Microsofts documentation which might allow you to solve the issue on your own.

As soon as the issue has been fixed, the Zammad channel will recover automatically.

Migrate from Email channel to Microsoft 365 channel

Zammad provides a migration logic that allows you to migrate existing Microsoft 365 accounts from the Email channel to the Microsoft 365 channel.

Bemerkung

🧐 Zammad is expecting specific settings

In order for Zammad to display the migration option, it expects the channels hostname to be outlook.office365.com for IMAP and smtp.office365.com for SMTP.

The easiest way to start the migration is to Register an OAuth App for your Microsoft accounts before migrating. However, if you don’t, Zammad will ask you to provide your app credentials before allowing you to continue.

If you’re ready to go, simply click on the Migrate now! button in the red banner of the email channel in question. Zammad will redirect you to Microsoft and request you to authenticate and consent to said account.

After you pressed next you’ll be redirect to Zammad’s Microsoft 365 channel overview. Your channel, if successful, is now migrated to an Microsoft 365 channel.

Rolling back the migration

In case something went wrong, Zammad allows you to roll back the migration for up to 7 days. For this time period Zammad will remember your original credentials and restore it if needed. These information will be removed entirely after 7 days.

Bemerkung

Secondary addresses in Microsoft 365 channels work (almost) just like they do in email channels, so this article is lifted (almost) verbatim from here.

Secondary Addresses

Secondary addresses (also known as aliases) allow you to send emails with a different “From:” address from the one on the account.

Once you add a secondary address, you can configure a group to start sending emails with it.

Warnung

👀 Secondary addresses must be added to your Microsoft account first.

Persönliche Accounts

Nutze die Anmeldung bei Microsoft verwalten Oberfläche von https://account.live.com.

Gehostete Exchange Accounts

In Ihrem Exchange admin center:

1. wählen Sie einen Benutzer unter Empfänger > Postfächer,

2. editieren Sie diesen (Doppelklick oder ✏️), und

3. fügen Sie einen neuen Alias unter E-Mail Adressen hinzu.

Kontaktieren Sie Ihre Administrator, falls Sie keinen Zugriff auf einen Administrator-Account haben.

Your email provider may also be set up to receive incoming messages for many addresses in the same mailbox. If this is the case, be sure to add your alternate inbox addresses here.

Display Name

Der Anzeigename wird auch für ausgehende Emails verwendet.

Der Posteingang eines Kunden mit einer automatischen Antwort von Chrispresso Sales.

Der Wert der E-Mail-Anzeigenamen kann auf der Registerkarte <email-settings-sender-format> weiter angepasst werden.

E-Mail

The alias address to send outgoing messages as.

Channel

The email account to be used when sending outgoing messages from this alias.

Note

Optional. Only visible from this dialog, the REST API, and the Rails console.

Bemerkung

Managing accounts in Microsoft 365 channels is (almost) just like it is in email channels, so this article is lifted (almost) verbatim from here.

Accounts verwalten

Once an account has been added, use the Accounts panel to edit its configuration.

Fetch Preferences

Click Edit on inbound account details to change how messages are retrieved from your account.

See New Account Settings for a detailed description of each option.

Destination Group

Click on the group name to reassign the account.

Only active groups will be displayed.

Changing this setting will not reassign existing tickets to the new group.

Hinweis

📮 Still can’t send outgoing email tickets? Check your group settings.

Email Address

Use the + Add or Edit buttons to set up secondary addresses on this account.

See Secondary Addresses for a detailed description of each option.

Enabled / Disabled

Disabling an account temporarily prevents Zammad from importing its messages.

This may be necessary during scheduled maintenance or when migrating your installation to a new host.

Bemerkung

📮 Disabling an account disables outgoing messages for it, as well.

Delete

Deleting an account removes its configuration from Zammad entirely.

Bemerkung

🧹 Additional Steps Required

Groups need an assigned an address to send outgoing emails. If you delete a group’s assigned address, agents belonging to that group won’t be able to send emails until you assign it a new one.

Register an OAuth App

Use the Connect Microsoft 365 App dialog to register Zammad as an OAuth app on Microsoft.

(This step is required; read on to learn why.)

Account-Einrichtung

Use the Add Account dialog to connect your account.

You’re migrating existing email channels? Look below!

Migrate from Email channel to Microsoft 365 channel

Use the Migrate now! button within your email channels to quickly move your mailboxes to Microsoft 365. You can roll back if things hit the fan!

Secondary Addresses

Senden und Empfangen Sie zusätzliche E-Mail-Adressen durch den selben Email-Account.

Accounts verwalten

Bearbeite die Einstellungen eines bereits vorhandenen Benutzers im Benutzer Panel.

Bemerkung

🤔

How do I use my Microsoft 365 account for outgoing system notifications?

On subscription/cloud-hosted instances, you can’t. Notifications will always come from “Notification Master <noreply@your.zammad.domain>”.

On self-hosted instances, we still don’t recommend it. Using a Microsoft account for automated, outgoing messages is risky: users who exceed Microsoft’s email sending limits can have their accounts suspended.

Set up a generic email channel instead, then use the Email Notification setting.

Bemerkung

Filters in Microsoft 365 channels are just like filters in email channels, so this article is lifted verbatim from here.

Filter

Postmaster filters allow you to match email headers (e.g. From, To, Subject, X-Spam-Flag etc.) and execute a set of actions whenever Zammad’s email parser encounters a matching email. The actions will be applied to the ticket that is created or updated by this email. Here are some examples of what is possible with filters:

Automatically dispatch tickets into certain groups:

For example, tickets from amazon.com could automatically be dispatched to the Purchasing group.

Von: enthält: regex:(\.|@)amazon\.com

Gruppe: Einkauf

Bemerkung

Note that the Group action only has an effect when the matching email results in a new ticket. Zammad will not change the group of existing tickets.

Automatically increase the priority of tickets from a VIP customer:

Von: enhält: ourvipcustomer@example.com

Priorität: 3 hoch

Bemerkung

Note that the Priority action only has an effect when the matching email results in a new ticket. Zammad will not change the priority of existing tickets.

Automatically tag and close spam tickets that have been marked as spam by anexternal spam filter (e.g. SpamAssassin):

X-Spam-Flag: enthält: JA

Tag: add: spam

State: closed

Bemerkung

Note that the State action only has an effect when the matching email results in a new ticket. Zammad will not change the state of existing tickets. It will add the tag though if it missing, even if the mail is an update to an existing ticket.

The following actions are only effective when creating tickets:

• Gruppe

• Status

• Priorität

• Besitzer

Different attributes of a filter can be combined with each other. Likewise, the following actions can be combined. The supported matches are „contains“ and „contains not“; for advanced matching, you can use regular expressions by prefixing the string with regex:.

Note that Zammad matches against the full header, e.g. for a mail with From: Display Name <display.name@example.com>, the From condition will test against Display Name <display.name@example.com>. This is especially important when using anchored regular expressions; regex:^display\.name@example.com$ would not match this mail!

It should be borne in mind that the combined attributes build on each other. If a filter is no longer needed, it can either be temporarily set inactive or deleted directly.

Bemerkung

Signatures in Microsoft 365 channels are just like signatures in email channels, so this article is lifted verbatim from here.

Signatures

You can create a separate signature for each group in Zammad. The individual signatures can be created and edited here.

Afterwards, the existing (and active) signatures are available in the group editing mask:

Each group can be assigned its own signature, but they can also all use the same signature.

Dynamic Signatures

To individualize the signatures, it is possible to automatically load specific information into a signature via Variablen. All information stored on the ticket, assigned customers or agents can be inserted. This makes it possible to design the signature individually. To load a list of available variables, enter two colons (::) into the Text box of the signature editor.

Hinweis

Please keep in mind that specific information might not be available during ticket creation. The best example here is the ticket number / id. Specific information are created with submitting the ticket and thus are not available before submitting.

Here is an example of a signature with variables and the result when you write a mail:

Bemerkung

Settings in Microsoft 365 channels are just like settings in email channels, so this article is lifted verbatim from here.

Einstellungen

Below you can find the currently available email-related settings. Most of these settings have default values which can be found in this list as well.

Bemerkung

Some email-related settings are ticket-based settings, which is why they can be found in the Composer Settings.

List of Settings

Notification Sender: Default value Notification Master <noreply@#{config.fqdn}>

This is the default sender address for Zammad that affects all mails but those generated because of replies (like triggers or agent-based mails). Your customers normally will not see this address. This email address does not need to receive and can’t be assigned to a group.

Bemerkung

This address is relevant for agent notifications and password reset mails (also affects customers).

Additional follow-up detection

In some situations the normal follow-up detection is not enough. This might be due to missing references in the subject (the ticket hook and number). These options can help to recognize follow-ups to existing tickets.

Bemerkung

Please note that searching in attachment and body might lead to false follow-up detection.

Maximum Email Size: Default value 10 MB

This one is pretty obvious: It defines the maximum allowed size of an email Zammad will fetch. Zammad will not fetch Mails that are bigger than this option.

Hinweis

This technically also affects attachments for articles.

Send postmaster mail if mail too large: Default value yes (enabled)

Bemerkung

Upgraded installations will, by default, have the value set to no (disabled).

Option set to yes

This setting will cause Zammad to automatically reply to mails that exceed the above mail size limit with a postmaster style mail. This will help your user to understand that his mail did not arrive and won’t be reviewed by you.

Bemerkung

Zammad will still download and remove (if enabled) the mail from the mailbox. Instead of importing it to the database, it will save the affected mail to /opt/zammad/tmp/oversized_mail/.

Option set to no

If the option is set to no, Zammad will not reply to mails that are too big. Your customer will not notice that the mail was too large! Instead, Zammad will use the monitoring endpoint to alert its administrators that it can’t fetch a too large mail.

Lernen Sie mehr über Monitoring (Überwachung).

Sender based on Reply-To header: Default value not set (-)

This setting decides how Zammad should recognize its customers from emails that contain a Reply-To header. This comes in useful if you’re working with contact forms that need to use reply to headers.

Option set to Take reply-to header as sender/from of email.

This setting will overwrite the initial FROM to the value used in Reply-To completely.

Option set to - or Take Reply-To header as sender/from of email and use the real name of origin from.

This setting will partially overwrite the initial FROM. It uses the mail address from the Reply-To header and uses the given name of the FROM header, if given.

Customer selection based on sender and receiver list: Default value yes

This option decides how Zammad should react if an agent sends a email to it.

Option set to yes

The first user / email address from the recipient list will be used as the ticket customer.

Option set to no

The agent will be set as ticket customer.

Bemerkung

Currently agents can’t be customers within the UI. While Email communication works, agents can’t see their own tickets (as a customer) if they don’t have access to the group.

Block Notifications

With the regex that can be defined here, you can ensure not to send any notifications to specific systems. By default this especially affects typical system addresses which can’t receive emails anyway.

The default value is: (mailer-daemon|postmaster|abuse|root|noreply|noreply.+?|no-reply|no-reply.+?)@.+?

Sender Format: Default value Agent Name + FromSeparator + System Address Display Name

This configures the display name used in the FROM header of mails Zammad sends.

Bemerkung

This does not affect Notification mails (to agents) and password reset mails. Emails that are not sent by agents (e.g. trigger-based notifications) will always fallback to System Address Display Name if needed.

Option set to Agent Name + FromSeparator + System Address Display Name

This will cause Zammad to set the FROM header to agent name and the channel’s display name, divided by a separator (configured below).

Example: Christopher Miller via Chrispresso Inc..

Option set to System Address Display Name

This will cause Zammad to always use the display name of the used channel in the FROM header.

Example: Chrispresso Inc.

Option set to Agent Name

Zammad will use the agent’s name which is very personal.

Tipp

Usually you’d also want to remove the ticket slug from the subject in those cases.

Learn more in Settings → Ticket.

Sender Format Separator: Default value via

This is a can be a string you can freely choose. It divides the agent’s name and the display name of the channel whenever needed.

Ticket Subject Forward: Default value FWD

The above string will be used on the subject if you forward an email from Zammad.

Bemerkung

: will be automatically appended to the above string.

Ticket Subject Reply: Default value RE

The above string will be used on the subject if you reply to a mail from Zammad.

Bemerkung

: will be automatically appended to the above string.

Ticket Subject Size: Default value 110

This setting enforces a maximum length for subjects when replying. If the subject you’re using for your reply is too long, Zammad will automatically truncate the length and insert [...] to show it has shortened the subject.

Example: RE: Test somew[...] [Ticket#123456]

Bemerkung

This does not limit ticket titles within the UI, just the subjects when replying to an email.

Enhanced settings

Some less relevant settings can be changed via rails console if needed. As an example, Zammad allows you to send all outgoing communication to a BCC address for archiving reasons if needed. You can find the needed commands within the advanced customization settings.

Bemerkung

Email header manipulation in Microsoft 365 channels work just like in email channels, so this article is lifted verbatim from here.

Email header manipulation

Email header manipulation allows you to re-route or adjust tickets apart from filters or triggers. Like an API call, but with emails.

Header checks are case insensitive.

Warnung

🛡 Vertrauenswürdige Kanäle notwendig 🛡

Below options are a potential risk with external communication and thus require channels being set to trusted explicitly.

Tipp

Below headers are examples and –in our opinion– the most relevant ones. However: You can adjust mostly any article or ticket attribute (yes, custom ones as well) if you know the attribute’s exact name.

The name column within object’s management provides easy access to objects attribute names. 🤓

Trigger auto responses

Normally Zammad runs internal checks to see if an email is an automatic response. In these cases Zammad will not send trigger based responses.

There may be use cases where this behavior may be in your way, below options allow you to overcome this issue.

Bemerkung

In some cases combining below headers is crucial. This is intentional but may be confusing.

x-zammad-send-auto-response

Set to false to disable trigger based responses. If set to true Zammad will send a response.

Hinweis

This option does not work if e.g. precedence: list is set unless you use below auto response header as well.

x-zammad-is-auto-response

Providing this header allows you to tell Zammad that the mail in question is an auto generated response (true). This will cause email based triggers to be skipped.

Set this header to false if you want to generate auto responses.

Tipp

This header allows you to overwrite auto detects for e.g. precedence: list.

Ticket Attribute

Zammad allows you to use headers to manipulate ticket creations or follow ups. The manipulation can be used instead of triggers. Triggers are considered after header settings and thus can still overrule.

Bemerkung

🔎 Zammad differentiates between ticket creation and follow up

For creations use: X-Zammad-Ticket-{Attribute Name}

For follow ups use: X-Zammad-Ticket-FollowUp-{Attribute Name}

This allows you to ensure the changes are only applied in the required situation.

Warnung

🧐 Über Werte

• While headers are not case sensitive, values like e.g. priority names are case censitive: 1 low will work, but 1 lOw will not!

• When using attributes that require date / time values, ensure to use Time Zoned Times. e.g. for 28th September 2021 on 8 am CEST, either use:

  • 2021-09-28T08:00:00+0200

  • 2021-09-28T08:00:00+02:00

  • 2021-09-28T06:00:00.000Z

X-Zammad-Ticket-Priority & X-Zammad-Ticket-FollowUp-Priority

Allows you to adjust a ticket’s priority.

Beispiel: X-Zammad-Ticket-Priority: 1 low

X-Zammad-Ticket-Group & X-Zammad-Ticket-FollowUp-Group

Allows you interfere with regular channel routing of the ticket.

Beispiel: X-Zammad-Ticket-Group: Verkauf

X-Zammad-Ticket-Owner & X-Zammad-Ticket-FollowUp-Owner

Directly assign or change the ticket owner. Valid values are either login or Email

Beispiel: X-Zammad-Ticket-Owner: jdoe

X-Zammad-Ticket-State & X-Zammad-Ticket-FollowUp-State

Set a specific ticket state.

Beispiel: X-Zammad-Ticket-State: closed

Bemerkung

Warten-Status erfordern immer das pending_time-Attribut zusätzlich.

So: X-Zammad-Ticket-Pending_Time: 2021-09-26T08:00:00+0200

X-Zammad-Customer-Email

Manipulate the ticket customer - this can be a different user than the actual sender. Replying to the original sender is still possible.

Beispiel: X-Zammad-Customer-Email: jdoe@example.com

Bemerkung

Dieser Header steht für Follow-Ups nicht zur Verfügung.

X-Zammad-Customer-Login

Manipulate the ticket customer - this can be a different user than the actual sender. Replying to the original sender is still possible.

Beispiel: X-Zammad-Customer-Login: jdoe

Bemerkung

Dieser Header steht für Follow-Ups nicht zur Verfügung.

Artikel Attribute

If needed Zammad allows you to manipulate attributes or states of fetched email articles.

X-Zammad-Article-Sender

Manipulate the sender type (Agent, Customer, or System)

Beispiel: X-Zammad-Article-Sender: System

Warnung

System Emails are indicated in a similar way as trigger-response like entries Users can’t see them natively.

X-Zammad-Article-Type

Change the article type of your incoming mail. This requires you to know which article types are available in your system.

Beispiel: X-Zammad-Article-Type: phone

Warnung

This header can cause serious issues in your instance and may lead to unexpected behavior. Only use with absolute care!

X-Zammad-Article-Internal

Manipulate the default article visibility.

Beispiel: X-Zammad-Article-Internal: true

X-Zammad-Ignore

Tell Zammad to silently drop the Email.

Beispiel: X-Zammad-Ignore: true

Connect a Microsoft 365 account (formerly “Office 365”) to Zammad.

Bemerkung

Microsoft 365 channels are a specialized kind of 📨 email channel.

This documentation part does not cover 🗝 user authentication.

If you’re already familiar with email channels, you can skip most of this—but watch out for the “Accounts” section, which has a few extra quirks due to Microsoft’s strict security measures.

👥 Accounts

Connect Zammad to your email provider so that it can watch your inbox, send auto-replies, and more.

(Self-hosted users may have already completed this step during new system setup.)

🗂️ Filters

Make sure new tickets show up in the right place with automated, if-this-then-that rules for all incoming email.

📜 Signatures

Customize signatures for all outgoing email.

⚙️ Settings

Manage options like:

• set the “From:” address on system notifications

• raise the limit on attachment sizes

• modify subject-line prefixes (e.g., use “AW:” instead of “RE:”)

Hinweis

Want to manually edit email subjects or always copy parent messages into your replies?

Check the ✍️ Composer Settings.

📇 Header manipulation

Manipulate auto response behavior or incoming routing.

Warnung

🤓 This is a very advanced topic.

Twitter

Zammad supports Twitter integration, meaning you can send and receive tweets and DMs just like emails!

Twitter tickets will show a 🐦 Twitter bird in the reply area. Just click on the reply button (as you would for an email) to tweet back.

Bemerkung

To set it up, follow the steps below:

1. Apply for a Twitter Developer account.

2. Create a new Twitter app for Zammad.

3. Set your new app’s permissions to Read, write, and access direct messages.

4. Generate a new access token & secret.

5. Set up a dev environment for the Account Activity API.

6. Add your new Twitter app in Zammad.

7. Add your Twitter account in Zammad.

8. Configure filters for creating new tickets based on #tags and @mentions.

Read on for details about each step.

1. Apply for a Twitter Developer account

This welcome page is displayed after completing the application for a Developer account.

You will need a regular Twitter account with a verified phone number to apply for a Twitter Developer account (at https://developer.twitter.com).

During the application process, you will be asked to Describe in your own words what you are building. You may use the answer below:

1. To manage customer service communications for our organization.
2. No.
3. Our use case involves posting original tweets in response to tweets and
   DMs we receive. We will not use the Twitter API to post or like “content”.
4. Our application will display individual tweets in their original form to
   authorized customer service agents of our organization only.

2. Create a new Twitter app for Zammad

To create a new app, select Apps under your user menu, then click Create an app.

Once you have finished setting up your Developer account, use it to create a new Twitter app. The following fields are required:

App name

Must be unique across all of Twitter. No other developer account may create an app with the same name.

Application description

Anything is fine here.

Website URL

The URL of your Zammad instance.

Callback URLs

https://<zammad_instance>/api/v1/external_credentials/twitter/callback

This URL is also visible in the Connect Twitter App dialog of your Zammad admin settings panel.

Tell us how this app will be used

Anything is fine here. We suggest the following:

This app will be used to manage Twitter communications between our
customers and our organization’s customer service agents on Zammad.

3. Set your new app’s permissions

Select Read, write, and access direct messages.

4. Generate a new access token & secret

You will need all four keys/tokens later, so don’t close this tab.

5. Set up a dev environment

After creating your app, set up a dev environment for the Account Activity API.

Name it whatever you like (e.g., zammad). You will need the label later, so don’t forget it.

6. Add your new Twitter app in Zammad

Add your new Twitter app under Channels > Twitter in the admin settings panel. You will need the keys, tokens, and dev environment label from Steps 4 and 5.

7. Add your Twitter account in Zammad

Click Add Account under Channels > Twitter in the admin settings panel.

You will be redirected to Twitter and asked to authorize Zammad to access your account.

8. Configure filters

Set up filters to automatically create new tickets based on #tags or @mentions.

That’s it! Now, incoming tweets and DMs will be automatically turned into Zammad tickets.

Facebook

Hinweis

Please note that this part of our documentation currently is outdated. We currently are working on solutions for this topic.

You can connect Facebook Accounts with Zammad. You need to connect your Zammad with Facebook first:

For this start at: https://developers.facebook.com/apps/

Click on “Create App ID“ and enter app name

*Configure Zammad as Facebook app*

• Go to “Admin -> Channels -> Facebook”

• Click on “Connect Facebook App” and enter your “App ID”, “App Secret” and verify the “Callback URL”.

Done, your Zammad is configured as Facebook App now.

*Link your Facebook Page to your Zammad Facebook app*

Now you need to link your Facebook Page from which you want to get posts and send out comments.

Click on “Add Account”, then you will see the authorize app page of Facebook. Click on “authorize app”.

You will get redirected back to Zammad. Now you need to configure your search keys, where mentions should get routed.

After you are done, you will get an overview of all linked Facebook Accounts.

*Start using your new channel*

Start and write a post to your page, short time later you will have a new ticket in Zammad.

Just click on the reply button (as you do it for emails) to send a comment.

Telegram

It’s possible to put your Telegram bot communication into Zammad. To do so, you need to follow these steps.

Bemerkung

Your Zammad instance needs to be publicly available via HTTPS (we use Telegram WebHooks).

Warnung

📎 Zammad cannot receive file attachments larger than 20MB in Telegram messages.

This is a hard limit imposed by the Telegram Bot API.

Register a Telegram bot app

Register your Telegram bot via your Telegram client, see also here: https://core.telegram.org/bots#3-how-do-i-create-a-bot

Go to BotFather

Register a new bot by using „/newbot“ and define its name and username

When you’re all done, you will get your Telegram bot API token

Configure Zammad as Telegram bot

Go to „Admin -> Channels -> Telegram“ and click „Add Bot“

Enter your „API Token“, your „welcome message“ and set the incoming group.

Done, your Zammad is now configured as a Telegram bot.

Start using your new channel

Go to your Telegram client, search for your new Telegram bot and start writing a message.

After a few seconds a new message in Zammad appears.

Just click on reply button (as you do it for emails) to send a reply.

The message will appear in your Telegram client.

Branding (Markenzeichen)

Product Name

Defines the name of the application, shown in the web interface, tabs and title bar of the web browser.

Default value: Zammad Helpdesk

Organisation

Will be shown in the app and is included in email footers.

Logo

Defines the logo of the application, shown in the login page of Zammad.

Bemerkung

Ensure to hit the „Submit“ button after uploading the logo. Other wise your change will not be saved.

Locale

Allows to set the default language of the Zammad instance. The here defined locale mostly acts as a fallback for:

• user preferences (if Zammad can’t detect the users locale)

• CSV output (reporting, time accounting)

• Benachrichtigungen

Timezone

Define the timezone of your Zammad installation.

Bemerkung

This does not have any effect on timings for your agents or how Zammad stores date and time values.

Warnung

Changing this value has direct consequences on the following areas:

• Scheduler tasks

• search indexing (and thus reporting)

• Benachrichtigungen

• calendar subscriptions

• browser printing

Please note that some of above are fallbacks in case Zammad could not detect the agents timezone correctly.

Pretty Date

This setting allows you to define how Zammad should display time stamps within the interface to all users.

Bemerkung

This does not have any effect on how Zammad returns e.g. time values via variables.

Choose in between the following options:

relative

This timestamp is the one that changes the most. Over the time it will transition like so:

• just now

• 5 minutes ago

• 3 days 1 hour ago

• 03/04/2022

Tipp

Hovering the timestamp helps, you’ll always get a clean timestamp if you do.

absolute

This timestamp makes Zammad to always include the week day. For one week after creation the timestamp will not contain the date itself: Thursday 18:35.

After a week it will switch to this: Friday 4. Mar 16:00.

timestamp

This will cause Zammad to show a complete timestamp according to your locale defaults. For English this would mean: e.g. 2022/12/03 2:40 pm or for German e.g. 12.03.2022 14:40.

Tipp

This is the most consequent timestamp in Zammad as it does not change it’s form and looks the same even over long time periods.

Default setting: relative.

System

For your overview we split each tab within system settings into its own page:

Base

Bemerkung

🚧 Self Hosted only 🚧

Below settings are only available to self hosted users. In hosted environments we’re handling these settings for you to ensure service stability.

Fully Qualified Domain Name

The URL of your Zammad installation.

This setting is used within Variablen and notifications.

Bemerkung

This setting is automatically set by the Getting Started wizard.

Warnung

• Changing this setting also changes callback URLs for your channels etc.

• This setting can have negative affects on being able to login.

HTTP type

The HTTP type tells your installation how your clients connect. This is relevant for authentication and cookie security.

This setting is used within Variablen and notifications.

Bemerkung

This setting is automatically set by the Getting Started wizard.

Warnung

• Changing this setting also changes callback URLs for your channels etc.

• This setting can have negative affects on being able to login.

SystemID

This ID is being used within your ticket number. In case you’re communicating with another ticket system with similar ticket number schemes this ID greatly reduces the risk of false follow ups.

The SystemID is randomly selected upon installation of Zammad (1-99).

Warnung

Do not change this setting in a productive system! Your Zammad installation may no longer recognize old ticket number based follow ups upon change!

Dienste

Bilder-Dienst

Definierte das Backend für Bildersuchen von Benutzern und Organisationen.

Standard: Zammad Image Service (aktiv)

Hinweis

On premise installations behind restrictive firewalls require HTTPS access to images.zammad.com.

Geo-Kalender-Dienst

Defines the backend for geo calendar lookups. Used for initial calendar succession.

Standard: Zammad GeoCalendar Service (aktiv)

Hinweis

On premise installations behind restrictive firewalls require HTTPS access to geo.zammad.com.

Geo IP Service

Defines the backend for geo IP lookups. Shows also location of an IP address if an IP address is shown.

Default: Zammad GeoIP Service (active)

Hinweis

On premise installations behind restrictive firewalls require HTTPS access to geo.zammad.com.

Geo Location Service

Defines the backend for geo location lookups to store geo locations for addresses.

Default: Geo Location Service (active)

Hinweis

You can find a detailed privacy information on what we store for how long on our Privacy Appendix inside of our System-Administrator-Documentation.

Storage

Bemerkung

🚧 Self Hosted only 🚧

Below settings are only available to self hosted users. In hosted environments we’re handling these settings for you to ensure service stability.

Storage Mechanism

This tells Zammad where to store attachments for tickets and knowledge base.

By default we’re writing to the Database - you can switch to Filesystem at any time. If you chose filesystem, your files are written to /opt/zammad/storage/

Bemerkung

We strongly encourage you to use filesystem storage on busy instances. This will greatly improve system performance (de-crease database load and size).

Tipp

Moving attachments from Database to Filesystem can be run during production use.

Network

Bemerkung

🚧 Self Hosted only 🚧

Below settings are only available to self hosted users. In hosted environments we’re handling these settings for you to ensure service stability.

Proxy Settings

Bemerkung

The proxy settings can only be saved after successfully testing the proxy connection.

Proxy Address.

Allows you to provide a proxy server if needed. This is relevant for network communication by Zammad.

It does not affect the update process or Elasticsearch.

Username for proxy connection.

If your proxy server requires authentication, provide the username here.

Password for proxy connection.

If your proxy server requires authentication, provide the password here.

No proxy for the following hosts.

Exception list for hosts you can’t or don’t want to reach via proxy server.

Default: localhost,127.0.0.0,::1

Frontend

Core Workflow Ajax Mode

This setting allows administrators to enforce Core Workflows to use Ajax-Calls instead of web sockets. You’ll usually only need this if you experience serious issues as noted below.

Hinweis

🤓 Possible (technical) reasons

In some cases, your network structure (e.g. firewalls, proxies) may disconnect long web socket connections. This leads to select fields staying empty (e.g. owner selection after selecting your group) or fields not shown / hidden (e.g. when switching to or from pending states, the „pending till“ field not showing / hiding).

Please keep in mind that the Ajax fallback may cause serious pressure on your application server. If you have the choice stick to web sockets.

Default: no (inactive)

Show calendar weeks in the picker of date/datetime fields

With this setting you can instruct Zammad to provide week number display globally for all users. Calendar with week number display are usually used in business sectors and may not be relevant for everyone.

This setting affects all areas - you’ll also see week numbers in the admin panel for e.g. triggers and macros.

Default: no (not shown)

Here’s the difference:

Set to no

Set to yes

X

Console based settings 🤓

There’s some console based settings we didn’t put into the UI. However, you may find them helpful - you can find them in our hidden settings section.

Security

For your overview we split each tab within security settings into its own page:

Base

New User Accounts

Activates the register as a new customer function on the login page. If set to no only administrators or agents can create new accounts manually.

Default setting: yes

Warnung

😖 This setting may be confusing

Deactivation of above function does not deactivate automatic account creation! This means: If a user writes e.g. an email to Zammad and has no account yet, Zammad will automatically create the account.

User accounts are a direct dependency of tickets and thus technically mandatory.

Lost Password

Activates the lost password function on the login page. If set to no only administrators may change the user’s password - users may update their own password if they’re still logged in and they have the required permission.

Default setting: yes

Tipp

😖 This function may be confusing

With third party authentications – but especially LDAP – you may want to disable this function. Zammad will not change third party login passwords and instead set or change the local password!

Password Login

Activates the username & password login by default and if no third-party login is activated.

See Third-Party Applications for supported third-party logins.

Default setting: yes

Hinweis

To help administrators to overcome „login issues“, Zammad automatically offers a password request for administrator users. This allows you to adjust Third-Party applications even if the login does no longer work!

Bemerkung

😖 This function may be confusing

Disabling password login on the Zammad login page only takes effect if you enable any Third-Party Applications.

Session Timeout

All settings below by default are set to 4 weeks. Session Timeout defines the life time of a users session. As soon as it’s reached, Zammad will automatically log off the session in question.

Zammad takes the highest value set assigned for the user based on the permissions.

1. admin

2. ticket.agent

3. ticket.customer

4. default (fallback if user doesn’t have above permissions set)

All settings act independently from each other allowing you to disable the timeouts for e.g. admins, but not agents.

Bemerkung

🤓 An example

Let’s suppose you configured the following session timeouts

• default: 3 weeks

• admin: 2 weeks

• ticket.agent: 4 weeks

• ticket.customer: 1 week

This results in the following situations

• a user with admin permission will have a timeout of 2 weeks

• a user with admin and ticket.agent permissions will have a timeout of 2 weeks

• a user with ticket.customer permission will have a timeout of 1 week

• a user with neither admin, ticket.agent nor ticket.customer permissions will have a timeout of 3 weeks

Passwort

This section allows you to define password requirements for the local user accounts.

Bemerkung

Zammad does not allow you to change your LDAP password, instead, it will set a password in its local database which might confuse your users. This will be addressed in the future by #1169.

Warnung

💪 Exception for strong passwords 💪

Please note that below password policies do not affect administrators setting passwords on user accounts. While this seems strange and not safe we believe that an administrator knowing an user’s password is insecure as well.

The suggested workflow is either:

• to use third party logins to not require local passwords at all - or -

• to require your user to reset the password upon first login.

This way administrators are not required to set a user’s password at all!

Maximum failed logins

You can choose a value between 4 and 20. This defines how often a login to a user account may fail until Zammad will lock it. Your users can always use the „forgot password“ function to change their password and unlock their account.

The default value is 10.

Bemerkung

Beside changing the user’s password, you can also unlock accounts via

• user management list

• console

• api

Hinweis

Failed logins via LDAP no longer lock accounts.

2 lower case and 2 upper case characters

You can add complexity to passwords by enforcing at least 2 upper and lower case characters.

The default value is no.

Minimum length

This defines the minimum password length required for users to provide (from 4 to 20).

The default value is 6.

Digit required

This enforces your users to use at least one digit within the password.

The default value is yes.

Special character required

This setting allows you to improve your password quality even more by enforcing the password to contain at least one special character.

The default value is no.

Third-Party Applications

Third party authentication is a great way to help your users to login to Zammad more easily. If the account is yet unknown, Zammad will create a new user automatically, without the user needed to interact (e.g. type in his name). Another big advantage of this feature is that your user doesn’t need to remember another password.

Facebook

It is possible to create a quick login for your helpdesk via Facebook To do so, you need to follow these steps:

Register Facebook app

Visit [https://developers.facebook.com/apps/] and click on „Add a new App“

After that enter the app settings

Navigate to „Settings“ and fill in this infromation

Navigate to app review and Check „Make [appname] public?“

Configure Zammad as Facebook app

Navigate to „Admin -> Security -> Third Party Applications“ and enter the App ID and the App Secret. You can find this Key in the Dashbard of your Facebok app.

Now you can link accounts via „Avatar -> Profile -> Link Accounts“ or login via Zammad login page.

GitHub

It is possible to create a quick login for your helpdesk via GitHub. To activate the quick login you need to enable OAuth for GitHub.

Register GitHub app

Visit https://www.github.com/settings/applications/new and enter the app settings. As callback URL enter „https://zammad_host/auth/github/callback“ where zammad_host has to be replaced with your Zammad FQDN

Configure Zammad as GitHub app

Enter the „APP ID“ and the „APP SECRET“ from the GitHub OAUTH Applications Dashboard

After you configured the GitHub credentials and activated the login method, you should see a new icon on the login page.

If you click on the icon you will be redirected to GitHub and see something similar to this:

When you grant the access you will be redirected to your Zammad instance and logged in as a customer.

Now you can link accounts via „Avatar -> Profile -> Link Accounts“ or login via Zammad login page.

Gitlab

It is possible to create a quick login for your helpdesk via Gitlab. To activate the quick login you need to enable OAuth for Gitlab.

Register Gitlab app

To register an app in Gitlab open your profile and select applications.

As callback URL enter „https://zammad_host/auth/gitlab/callback“ where zammad_host has to be replaced with your Zammad FQDN

At the moment we need the „api“ scope. This is caused due a bug in Gitlab: https://gitlab.com/gitlab-org/gitlab-ce/issues/33022

Configure Zammad as Gitlab app

Enter the „APP ID“ and the „APP SECRET“ from the Gitlab OAUTH Applications Dashboard.

Bemerkung

Please ensure to use https://{git_host}/api/v4/ for site.

After you configured the Gitlab credentials and activated the login method, you should see a new icon on the login page.

If you click on the icon you will be redirected to Gitlab and see something similar to this:

When you grant the access you will be redirected to your Zammad instance and logged in as a customer.

Now you can link accounts via „Avatar -> Profile -> Link Accounts“ or login via Zammad login page.

Google

With some easy and fast steps, you can enable Zammad to authenticate your users via Google.

Register a Google app

First of all, we need to create a new project - you can skip this step if you already have one.

Hinweis

Use this link to create a new project: https://console.cloud.google.com/projectcreate

Now expand the menu, expand „APIs & Services“ and select „Credentials“. Go to the tab „OAuth consent screen“ first and ensure to fill in the requested information - without doing so you can’t create credentials!

After filling in and savingthe consent screen information, you can change to „Credentials“ tab and create new „OAuth client ID“-Credentials.

Fill in the neceassary information, for restrictions you need the following (replace zammad_host with your FQDN):

Aplication type [x] Web application

Authorized JavaScript origins https://zammad_host/

Authorized redirect URIs https://zammad_host/auth/google_oauth2/callback

After creating the credentials, go to your Zammad installation and navigate to „Admin -> Security -> Third Party Applications“ -> Google. Enter your Client ID and Client secret here.

After submitting, the login via Google can be used.

Microsoft

Zammad’s Microsoft connection allows your users with Microsoft accounts to login. This works for Azure users as well and can be an alternative to LDAP / Active Directory.

Hinweis

This login function was called „Office 365“ prior Zammad 5.1.

Bemerkung

This documentation part does not cover our 📧 Microsoft 365 email channel.

Limitierungen

Supported account types:

Please note that Zammad only supports these account types (App dependent):

• Accounts in this organizational directory only (Default Directory only - Single tenant)

• Accounts in any organizational directory (Any Azure AD directory - Multitenant)

• Accounts in any organizational directory (Any Azure AD directory - Multitenant) and personal Microsoft accounts (e.g. Skype, Xbox)

Avatars of signing in users:

Zammad currently ignores user avatars. If the user is registered with e.g. Gravatar, Zammad will fetch the avatar from there if enabled. See Zammad Image Service for more.

Step 1 - Register a Microsoft app for Zammad

Login to the Microsoft Azure Portal and navigate to App registrations to create a new app. Provide the requested information as follows and register your app.

Name:

Any meaningful name fitting, this name will be displayed to users trying to authenticate with this app.

Supported account types:

Choose one of the above mentioned account types (see Limitations).

Tipp

The correct account type depends on your use case. If you want to use the authentication internal only, choose the first option. If you’re unsure, use the „Help me choose…“ link.

Redirect URI (optional):

Select web and provide your callback url. The callback url looks like this: https://zammad.domain.tld/auth/microsoft_office365/callback

Within API permissions add the following permissions:

OpenId permissions

• openid

Benutzer

• User.Read

Contacts

• Contacts.Read

You can find these permissions within Microsoft Graph → Delegated permissions.

Within Certificates & secrets create a new client secret. Note down the returned secret value for later. Do not use the secret ID!

From Overview copy your apps Application (client) ID. If you’re using a single tenant app, please also copy Directory (tenant) ID. You now have all required information for Zammad.

Step 2 - Add app credentials to Zammad

Navigate to Security → Third-party Applications (Tab) within Zammad’s admin settings. Scroll down to the section Authentication via Microsoft and fill in the required information.

App ID:

This is your Application (client) ID.

App secret:

This is your client secret (value).

App Tenant ID:

optional only required for apps that use account type Accounts in this organizational directory only (Default Directory only - Single tenant).

Apply your settings by pressing submit and activate Authentication via Microsoft.

Twitter

It is possible to create a quick login for your helpdesk via Twitter to do so, you need to follow these steps:

Register Twitter app

Go to https://dev.twitter.com/apps and login with your account.

Click on „Create App“

Enter app settings. As „Callback URL“ you need to enter „https://zammad_host/api/v1/external_credentials/twitter/callback“

After the app has been created, update the application icon and organization attributes.

Next we need to set read, write and access direct messages permissions for the app.

Go to „Keys and Access Token“ tab and note the „Consumer Key“ and „Consumer Secret“.

Configure Zammad as Twitter app

Go to „Admin -> Security -> Twitter -> Third Party Applications -> Twitter Section“

Fill in the „Twitter Key“ and the „Twitter Secret“ and click the „Submit“ button.

Now you can link accounts via „Avatar -> Profile -> Link Accounts“ or login via Zammad login page.

SAML

Connect your SAML identity provider as a single sign-on (SSO) method.

Bemerkung

🤷 What is SAML?

SAML is an open standard for SSO authentication (among other things). Sign-ins are shared across multiple service providers and managed by a central identity provider (IdP).

In this case, the service provider is Zammad, and the IdP is a software service that you either host or subscribe to (e.g., Keycloak, Redhat SSO Server, ADFS, or Okta).

This guide assumes you are already using SAML within your organization (i.e., that your IdP is fully set up).

Step 1: Configure Your IdP

Add Zammad as a client/app

Import Zammad into your IdP using the XML configuration found at https://your.zammad.domain/auth/saml/metadata.

Bemerkung

🙋 What if my IdP doesn’t support XML import?

You will have to configure Zammad as a new client/app manually using the above XML metadata file for reference. For instance, when you see this tag:

<md:AssertionConsumerService Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-POST" Location="http://your.zammad.domain/auth/saml/callback" index="0" isDefault="true"/>

Set the Assertion Consumer Service Binding URL (sometimes also listed as Valid Redirect URIs) to http://your.zammad.domain/auth/saml/callback.

Set up user attribute mapping

Zammad requests the following user attributes (or “properties”) from the IdP:

• Email address (email)

• Full name (name)

• Given name (first_name)

• Family name (last_name)

You may need to set up “mappers” (or “mappings”) to tell your IdP how user attributes in SAML correspond to those in Zammad. For a more detailed breakdown, refer to the XML metadata file referenced in the previous section.

Per-IdP Instructions

Keycloak

• To add Zammad as a client, save the XML configuration to disk (https://your.zammad.domain/auth/saml/metadata) and use Clients > Create > Import in the Keycloak admin panel.

• To help Zammad match its own user accounts to Keycloak users, create a user attribute (or “property”) mapper:

  Clients > https://your.zammad.domain/auth/saml/metadata > Mappers > Create

  Name	emailAddress
  Mapper Type	User Property
  Property	emailAddress
  SAML Attribute Name	email
  SAML Attribute NameFormat	basic

  In the example above, we’re telling Zammad that whenever it receives a SAML login request, it should take the emailAddress property from Keycloak, look for a Zammad user with the same email attribute, and create a new session for that user.

  If your Keycloak users’ email addresses are stored on another property (e.g., username), adjust accordingly.

Step 2: Configure Zammad

Enable SAML and enter your IdP’s details in the Admin Panel under Settings > Security > Third Party Applications > Authentication via SAML:

Display name

Allows you to define a custom button name for SAML. This helps your users to understand better what the button on the login page does.

Defaults to SAML.

IDP SSO Target URL

This is the target URL Zammad shall redirect to when the user presses the SAML button.

IDP Certificate

The public certificate of your IDP for Zammad to verify during the callback phase.

IDP Certificate fingerprint

The fingerprint of your IDPs public certificate to verify during callback phase.

Bemerkung

🔏 For the IdP certificate / certificate fingerprint:

Provide only one or the other—do not provide both! (Between the two, we recommend the signing certificate itself: fingerprints use SHA-1, which has been broken for a while now.)

Keycloak users: Find your certificate in the Keycloak admin panel under Realm Settings > Keys > RSA > Certificate.

Name Identifier format

This is the unique identifiers field type. Usually should be urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress in any case.

Warnung

Zammad expects an email address as unique identifier!

Your callback URL

This URL is needed for your IDP configuration so it knows where to redirect to after successful authentication.

See automatic account linking for details on how to link existing Zammad accounts to IdP accounts.

Fehlerbehebung

Automatic account linking doesn’t work

Have you double-checked your IdP’s user attribute mapping configuration?

Bemerkung

We’re currently missing documentation for the following login providers:

• LinkedIn

• Weibo

Tipp

You can deactivate logging in via Password Login if any of above mentioned authentication providers are enabled in your instance.

Automatic account link on initial logon

In general there’s two possible options for Zammad on how to deal with already known users as they try to authenticate against a third-party application. By default, Zammad will not automatically link „unknown“ authentication providers to existing accounts.

This means that the user has to manually link authentication providers to their accounts (for more about this consult the user documentation).

Sometimes this doesn’t come in handy as this also means you’ll receive error messages about „email address being in use already“ for (yet) unknown third-party authentication methods.

If you want to allow your users to always be able to log in, no matter what, you may want to enable Automatic account link on initial logon.

Ticket

Bemerkung

Additional settings for the ticket composer interface can be found in the Composer Settings.

Base

Ticket Hook (default: Ticket#)

The identifier for a ticket; e.g., Ticket#, Call#, MyTicket#.

Ticket Hook Position (default: right)

With this setting you can decide (if) where to insert the ticket number.

Right

This setting will add the ticket reference on the right site of the subject.

Example: Some Subject [Ticket#12345]

Left

This setting will add the ticket reference on the left site of the subject.

Example: [Ticket#12345] Some Subject

None

This will completely remove ticket references from the subject.

Warnung

Please ensure to take a look at Einstellungen within the email channel to ensure you have at least one reference that helps Zammad to assign follow-ups correctly.

Disabling this and not setting up any further follow up search will lead to unexpected results!

Ticket Last Contact Behaviour (default: Use the start time of the last customer thread (which may consist of multiple articles).)

This setting changes the way Zammad updates the Last Contact value of a ticket. This is fairly important for overviews and what you expect upon ticket updates of a customer.

Use the start time of the last customer thread (which may consist of multiple articles).

If this option is chosen, Zammad will update the last updated value just once if a customer replies. After that, Zammad will wait for an agent to react.

This comes in handy if you want to work tickets in the order of their first update. This will not change ticket orders if customers decide to „bump“ the ticket affected.

Use the time of the very last customer article.

When setting this option, Zammad will always update the last updated value. This means that if ordering by Last Update, ticket orders will change if customers „bump“ the ticket.

Last contact value used on Übersichten	Last contact value used on Triggers

Number

Ticket Number Format (default: Increment (SystemID.Counter))

This setting defines the way Zammad’s ticket number will look. Changing this setting in production will cause follow up detection to fail.

Increment (SystemID.Counter)

The increment value contains the SystemID (automatically generated during installation) and a increment which counts up with every new Ticket. The increment will automatically get another digit if needed.

Examples: 1010138, 1010139

Date (Year.Month.Day.SystemID.Counter)

This version of the ticket number is fairly long. However, because it contains the date of ticket creation, it also allows you to see when the ticket has been created. You may feel familiar with this number format if you’ve worked with OTRS already.

Examples: 201206231010138, 201206231010139

OPTIONS

The below options allow you to further customize your ticket number. The availability of options differ depending of the chosen ticket number format above.

Checksum (default: no)

If set to yes, we’ll built a checksum to further „unique“ the ticket number of your system. If you’re dealing with many other ticket systems this might help to prevent false positive follow up detection on tickets.

This will also add another digit to the ticket number.

Min. size of Number (default: 5)

This setting defines the minimum length of your ticket number. If your counter is not yet high enough, Zammad will fill the number with zeros to ensure the wanted length.

Please note that the minimum length is 3 (SystemID + at least one digit if below 10). Also, if the length is no longer long enough, the number will automatically get one digit longer. Ticket-Numbers do not overflow, thus it’s save to keep it at 5 or set it lower if wanted.

Bemerkung

This option is only available if ticket number format is set to Increment!

Auto-Assignment

In a larger Zammad environment, it happens that several agents open the same ticket at the same time. Although collision detection is then effective, the efficiency of processing can be increased by means of the automatic assignment of tickets when a ticket is opened.

Bemerkung

Auto Assignment only kicks in if the ticket has no owner yet. By default the agent can always reset the ticket owner to - if needed.

The automatic assignment of tickets can be activated and configured in the admin area under within Settings -> Ticket -> Auto assignment.

If you want to use this function for only specific tickets, you can configure the conditions accordingly to meet your requirement. By default the condition affects all tickets with the state open.

If you need to exclude users (e.g. a group leader), you can search and select the desired agents in the Exception Users list.

Bemerkung

The search function in this area is only effective, if you have too many agents to display at once to help you with the configuration.

Subscription (SaaS)

The subscription settings page allows you to configure your instances package and number of agents required.

Warnung

🚧 Spezifisch für die gehostete Umgebung 🚧

This setting section is only available for Hosted setups. If you’re looking for on premise support contracts, please see the Zammad pricing page.

Produkt

Subscription

On the top of the subscription summary you’ll find the number of used and available (booked) agent seats. By using the see more link you can also expand an agent list to see the currently configured, active agents.

Tipp

You can learn more on how to manage your agents within user management.

This list does not count accounts with admin permissions only.

Produkt

This section gives you an overview of the available plans and their functions / limits. If you require a more detailed table, check our detailed pricing table for more.

Your selection in this step will decide on the base agent price and e.g. agent limits that might apply in the summary step.

The green Selected button will also tell you what plan you’re currently in.

Hinweis

Trial instances are running at Professional with 3 agents. The plan cannot be changed during the trial for technical reasons, if you require more agents for testing, please contact our sales team with a reason for the raise request.

Zusammenfassung

In this section you can adjust the settings of the previous selected plan.

Abrechnungszyklus

You can choose between either monthly or yearly billing. The price per agent will be cheaper if you decide for yearly billing.

Tipp

If you’re still trying out things and e.g. are unsure of the right package for your instance, you may want to choose monthly first and then upgrade to yearly when you’re sure.

Bemerkung

Note that upgrading (more agents, higher package) is always possible, however, downgrading will only happen when your billing period renews.

Upgrading resets your billing period and existing credit will be deducted from the new total.

Produkt: (Starter|Professional|Plus) - Agenten

Choose the number of agents you require for your instance.

Keep in mind that some packages may have agent limits. Depending on the previous chosen package, you won’t be able to exceed specific agent numbers. Also note that setting less agents than currently configured is not possible.

Gesamt

This will be the net total you’re going to be billed.

By using the Update subscription button, the instance package will be adjusted immediately. If you didn’t provide a payment method yet, Zammad will request you to provide one at this point.

Warnung

In case you’re still within the trial period, this means that the trial will be over immediately!

Down- or upgrading during the trial period is not possible.

Bezahlmethode

You can pay via credit card or SEPA mandate.

Kreditkarte

Simply follow the dialogue by clicking authorize and confirm -if required by your bank- your consent to Zammad using your card for the payments.

SEPA

Provide the requested information of the bank account holder and update if you’re ready. You’ll then receive an email with the SEPA mandate.

Technically there’s also the possibility to pay via invoice, however - this method only applies to a fairly low number of instances. Please contact our sales team for more information.

Abrechnungen

Within the billing tab you can control all billing relevant information like invoices, billing address and the option to cancel your subscription.

Informationen zur Abrechnung

All adjusted billing information below only affect future invoices. If your invoice was issued wrong, please contact our sales team.

Rechnungsadresse

Provide your company address here, make sure to include the companies name in case required. This address will be referenced on your invoice.

Mehrwertsteuernummer

Provide your VAT ID here. If applicable your invoice will not contain german VAT. Please make sure to pay the VAT in your country as required.

Billing Email Address

Usually the instance owner (the person that registered the instance) will receive all emails including the invoices. In case you have your own billing department, you can provide their email address here.

All billing relevant information will then be sent to this email address.

Hinweis

Invoices are sent as attachment (PDF) to this email address.

Don’t forget to press the Submit button after you changed above settings.

Zahlungshistorie

The payment history will display a history of all paid invoices. At this point you can also download these in case you need them again.

Bemerkung

You will only find paid invoices here. Invoices that are to be billed are not available before the payment is completed.

Date

Date of the invoice creation.

Amount

Invoice total including VAT if applicable.

Beschreibung

Contains contract period (monthly or yearly) and hosted plan for the subscription period in question.

Bezahlmethode / Service-Zeitraum

Used bank account or credit card as well as the subscription period the invoice is about.

Bemerkung

It might happen that the invoice date and subscription period differ. This is nothing to worry about, the subscription periods will be accounted later on.

Quittung

Use the arrow to download the invoice in question. You can download all available invoices any time you need to here!

Wollen Sie Ihr Abonnement kündigen?

In case you no longer want to use Zammad’s SaaS, you can cancel your subscription by using the red Yes, please cancel my subscription button.

Your subscription will end the day after your trial or billing period ends.

Warnung

We will remind you about your cancelled subscription several times up front. After the subscription ended all instance data will be removed. A restore is not possible after that point!

Hinweis

😖 Cancelled by accident?

You can always undo the cancellation via the Yes, undo the cancellation of my subscription button up to the last subscription day!

The subscription section currently consists of two tabs: Plan & Billing. For your overview we’ve divided those two tabs into independent sub pages:

💰 Abonnement Produkt

Everything affecting your instance subscription functions like number of agents, package and payment method.

🧾 Abonnement Abrechnungen

Everything regarding billing address, invoices and account cancellation.

---

Häufig gestellte Fragen

I set up a trial account but am missing functions to test

Sorry. The trial instance is running within the professional package allowing up to three agents.

Can I change package within the trial?

No. As soon as the package is changed the subscription begins.

What happens to my trial instance after the trial period ended?

Your instance will automatically be cancelled for you. Please see What happens to my instance after it has been cancelled? for more.

What happens to my instance after it has been cancelled?

That depends slightly on your instance state:

Test-Instanz

If you’re still on trial, we will ice your instance and remind you once again about your instance. We then will wait some days and remove your instance from our system. This is the last time we will inform you by Email.

Bezahl-Instanz

If you’re a paying customer and cancelled your subscription, the instance removal will take place the day after your last subscription day.

Can removed instances be restored?

No. Once your instance has been removed, a restoration is not possible.

Integrationen

Zammad offers numerous integrations that add rich features to your instance.

Bemerkung

We’re still working on this part of our documentation, stay tight!

Integrations for phone systems

Hinweis

Your VoIP provider or telephony system is not listed? Possibly your provider supports Zammad by using the generic CTI - if you’re unsure ask your provider.

Provider does not support Zammad? Consider creating a feature request in the Zammad Community.

CTI (generic)

This integration enables Zammad to provide a caller log to your agents. With this your agents can greet your customers by their name and are supported by Zammad with automatically opening a new ticket dialogue or the user profile.

If you want to learn more on how your agents can use this function, please refer the user documentation.

Bemerkung

Automatically opening new ticket dialogues or user profiles requires agent to extension mapping - see more below.

Limitierungen

Please note the following limitations to reduce confusion later on:

• CTI integrations provide caller log functions only.

• This integration does not provide any VoIP functionalities; you can’t make phone calls from within Zammad.

• If your browser supports tel-URLs, you can click on phone numbers for automatic dialing. This requires additional software / configuration on your agent’s computers.

Requirements

Please provide the following requirements:

• A telephone system that supports webhooks (outbound) (best option are those that allow customizing the calls).

• A unique Call-ID during the call session.

• Call event data (both numbers and direction).

• Your Zammad instance must be reachable for your telephony system.

If you want to learn more on what kind of requests are supported by Zammad and what it expects, please consult our CTI-API documentation.

Available settings

Hinweis

Click the button next to the CTI (generic) heading to activate or deactivate this function.

Endpunkt-Einstellungen

Zammad will list your generic CTI endpoint here. It contains a unique token so ensure to keep this URL save.

You’ll need this endpoint for your PBX to talk to Zammad, see CTI-API documentation.

Wichtig

All following options do not save automatically. Always use the Save button on the lower end of the integration page!

Anruf-Einstellungen

Inbound

This option allows you to block specific incoming caller IDs. It allows you to temporarily reject e.g. spam callers without having to contact providers or PBX administrators.

Caller ID to block

Provide caller IDs to block in E.164 format.

Note

Provide a meaningful note for your fellow administrators to remind yourself why you’ve chosen to block the number.

Bemerkung

Your telephony system has to support this function. Zammad will send a reject response which will cause your telephony system to hang up the call.

To callers this usually will feel like the line is busy.

Outbound

In many cases you may want to use a different caller ID depending on the destination you’re calling. This may apply due to specific connection rates to other countries or because you want your customer to feel you’re calling from the same country.

Bemerkung

This option expects E.164 number formats.

Destination caller ID

The caller ID or number you’re trying to call.

Tipp

You can use wildcards for e.g. country specific outbound numbers like:

• 49* for Germany

• 4930* for Berlin / Germany landlines

• 33* for France

Set Outbound caller ID

The outbound caller ID to set (the number your customer sees on his display) in E.164 number format.

Note

Provide a short description for fellow administrators.

Bemerkung

This option requires your PBX to send a specific request to Zammad before dialing. Please consult the CTI API in case you’re not sure.

Andere Einstellungen

Below you can find all available additional settings for this CTI integration. For your overview we’re sorting them by appearance and reference their description first.

Default caller ID for outbound calls

In many cases you may want to use a different caller ID depending on the destination you’re calling. This may apply due to specific connection rates to other countries or because you want your customer to feel you’re calling from the same country.

Bemerkung

This option expects E.164 number formats.

Bemerkung

This option requires your PBX to send a specific request to Zammad before dialing. Please consult the CTI API in case you’re not sure.

Shown records in caller log

Allows you to set the number of shown caller log entries for all users. You can choose from the following values:

• 60 (default)

• 120

• 180

• 240

• 300

Warnung

🥵 Potential performance issue

Setting this setting higher than 60 may cause serious performance issues on very busy instances. Keep in mind that this setting causes Zammad to poll and send up to 300 records to all active agent sessions in very short time periods.

Caller Log Filter

This function allows you to provide call information based on e.g. queues only to agents that really need the information.

Why? If you have a team for several countries or departments, you don’t want to bug your agents from other departments. Leaving these options empty will fallback to showing everything to everyone.

Destination caller ID or Queue

This depends on your PBX and usually is either a queue ID, phone number or extension.

Agents

Select the agents that are responsible for the group. These agents will then see caller log entries and call notifications fitting to said queue.

Recent Logs

With recent logs Zammad allows you to view the latest calls for the CTI functionality. This usually comes in handy, when you’re looking for errors.

I’m just here to clear floats up.

By clicking on the entry of interest, Zammad will provide more details on the call in question. You’ll see the payload it received and also the response that was sent.

x

Fehlerbehebung

My Phone page stays blank, signalling does work…

If you’ve made sure that signalling works (check Recent logs) and your Caller Log still stays empty, please ensure that you only configured one CTI integration version. Specifically defining more than one agent mapping on the different integration variants will be the issue.

Clear the not needed agent mapping and reload your browser page.

Placetel CTI

Setup Placetel connection for Zammad

Bemerkung

This configuration step requires a full administrative Placetel account. You may receive forbidden error messages with Placetel in case your permissions are not high enough.

The following actions can be configured via the Placetel web interface.

Step 1: Activate Zammad integration

Within Integrations, scroll down to Partner integrations and select Zammad.

You can alternatively filter by „Ticket Systems“ to reduce the number of entries on the page. You’ll still want to look for Partner integrations. 🤓

Within the Zammad integration now press „Activate“. A new tab API becomes available - open this tab.

Now tick „Enable Call Control / Notify API“ and paste the Placetel endpoint from your Zammad instance into the field „URL of your API endpoint“. Save to apply the settings

Step 2: Generate API Token for Placetel

Go back to the integrations page and scroll down to „Web API“. Generate a new API token by using the „Create a new API token“ button.

Bemerkung

If you already generated a token either use your existing token or reset it by using above mentioned button. Placetel will ask you to conform this reset.

Please keep in mind that existing API scripts may no longer work due to token resets!

Copy the provided API token and insert it into the „API Token“ field within Zammad’s Placetel integration.

Apply your changes by using the „Save“ button on the bottom of the Placetel integration page and activate the Placetel integration.

Step 3: Restrict the numbers to notify on

Having a lot of numbers that shouldn’t be used for notifying Zammad? Within the the Integrations page of the Placetel web interface, go to „Notify API“.

Lower on the page Placetel allows you to restrict the numbers to notify on. You’ll find this within the „External routing API“ part.

Hinweis

This menu point also provides a API request log from Placetel view. Just open „Recent responses of your API endpoint“ to learn more.

If you want to see Zammad’s perspective, use the „Recent Logs“ part from within the Placetel integration page.

Step 4 (optional): Further configurations for Placetel

If needed, you can now configure Zammad’s Placetel integration in more detail. You can learn more about your options here: Placetel integration settings.

This integration enables Zammad to provide a caller log to your agents. With this your agents can greet your customers by their name and are supported by Zammad with automatically opening a new ticket dialogue or the user profile.

If you want to learn more on how your agents can use this function, please refer the user documentation.

Bemerkung

Automatically opening new ticket dialogues or user profiles requires agent to extension mapping - see more below.

Limitierungen

Please note the following limitations to reduce confusion later on:

• CTI integrations provide caller log functions only.

• This integration does not provide any VoIP functionalities; you can’t make phone calls from within Zammad.

• If your browser supports tel-URLs, you can click on phone numbers for automatic dialing. This requires additional software / configuration on your agent’s computers.

Requirements

Please provide the following requirements:

• You need an administrative Placetel account for your organization.

• Your Zammad instance must be allowed to communicate to external services.

• Placetel must be able to reach your Zammad instance.

Setup Placetel connection for Zammad

Learn how to configure Placetel to enable Zammad and Placetel to communicate with each other.

Available settings

Hinweis

Click the button next to the Placetel heading to activate or deactivate this function.

Wichtig

All following options do not save automatically. Always use the Save button on the lower end of the integration page!

Endpunkt-Einstellungen

The here listed endpoint settings are relevant for the integration configuration with Placetel.

Endpoint

This endpoint will be required for the Zammad integration within the Placetel web interface.

API-Token

You’ll receive this token within the Web API menu. Make sure to copy this value, it’s only shown once!

Anruf-Einstellungen

Inbound

This option allows you to block specific incoming caller IDs. It allows you to temporarily reject e.g. spam callers without having to contact providers or PBX administrators.

Caller ID to block

Provide caller IDs to block in E.164 format.

Note

Provide a meaningful note for your fellow administrators to remind yourself why you’ve chosen to block the number.

Andere Einstellungen

Below you can find all available additional settings for this CTI integration. For your overview we’re sorting them by appearance and reference their description first.

Shown records in caller log

Allows you to set the number of shown caller log entries for all users. You can choose from the following values:

• 60 (default)

• 120

• 180

• 240

• 300

Warnung

🥵 Potential performance issue

Setting this setting higher than 60 may cause serious performance issues on very busy instances. Keep in mind that this setting causes Zammad to poll and send up to 300 records to all active agent sessions in very short time periods.

Phone Extension to Agent Mapping

By mapping your agents extension to their existing Zammad users, Zammad can provide a new ticket dialogue or open the user profile for the agent that picks up the call.

This speeds up ticket aiding, no matter if it’s for existing tickets or new ones!

Bemerkung

The agent perspective is described within our user documentation.

Hinweis

You can find your agents Placetel username combination required within ⚙️ PBX → VoIP destinations. Within the „Advanced settings“ section you’re looking for „SIP user name“ and „SIP server“.

Kombinieren Sie beides wie folgt: <SIP-Benutzername>@<SIP-Server>.

Recent Logs

With recent logs Zammad allows you to view the latest calls for the CTI functionality. This usually comes in handy, when you’re looking for errors.

I’m just here to clear floats up.

By clicking on the entry of interest, Zammad will provide more details on the call in question. You’ll see the payload it received and also the response that was sent.

x

Fehlerbehebung

My Phone page stays blank, signalling does work…

If you’ve made sure that signalling works (check Recent logs) and your Caller Log still stays empty, please ensure that you only configured one CTI integration version. Specifically defining more than one agent mapping on the different integration variants will be the issue.

Clear the not needed agent mapping and reload your browser page.

Sipgate (sipgate.io)

Setup Sipgate connection for Zammad

Bemerkung

Sipgate has no english web interface which is why this documentation page is mixing up languages badly.

Please also note that the availability of API addons highly depends on your package trier. Usage of sipgate.io packages is not free, please check their pricing page before!

Step 1: Book sipgate.io package

Hinweis

Skip to step 2 if you already have the package booked!

Login to an administrative Sipgate account and navigate to Accountverwaltung. You’ll see several different options depending on your booked packages. Select Verträge & Produkte to continue.

Scroll down to the section Zusätzliche Produkte buchen and look for sipgate.io - select this product by using the Produkte anzeigen-Button.

On the next page select either one of the sipgate.io packages or Push-API Package Free. Follow the dialogue by booking the addon. You’ll be returned to your contract overview and now should see the selected addon in your list.

Bemerkung

The availability for sipgate.io packages and their levels highly depends on the overall account type and product you’ve booked with Sipgate.

Step 2: Configure webhook for Zammad

Within your Accountverwaltung navicate to your product sipgate.io. In the newly opened tab, switch from „Clients“ to „Webhooks“ and paste the endpoint URLs from your Zammad instance like so:

• Inbound endpoint to „Incoming“

• Outbound endpoint to „Outgoing“

Bemerkung

Ensure to select at least one call group or phoneline within „Sources“. Other wise Sipgate will not indicate any incoming or outgoing calls to Zammad.

Step 3: Restrict the numbers to notify on

Having a lot of numbers that shouldn’t be used for notifying Zammad? Within the Webhooks → URLs section of Sipgate you can select which sources Sipgate should notify Zammad about in- and outgoing calls.

Use either specific phone lines or use the option „Use for all phonelines and groups“ to notify Zammad about all existing lines of your Sipgate account.

Hinweis

This section also allows you to enable a Debug log.

After enabling you can use the Debug log section to see all sent webhook calls to Zammad. You’ll also can see the response.

Step 4 (optional): Further configurations for Sipgate

If needed, you can now configure Zammad’s Sipgate integration in more detail. You can learn more about your options here: Sipgate integration settings.

This integration enables Zammad to provide a caller log to your agents. With this your agents can greet your customers by their name and are supported by Zammad with automatically opening a new ticket dialogue or the user profile.

If you want to learn more on how your agents can use this function, please refer the user documentation.

Bemerkung

Automatically opening new ticket dialogues or user profiles requires agent to extension mapping - see more below.

Limitierungen

Please note the following limitations to reduce confusion later on:

• CTI integrations provide caller log functions only.

• This integration does not provide any VoIP functionalities; you can’t make phone calls from within Zammad.

• If your browser supports tel-URLs, you can click on phone numbers for automatic dialing. This requires additional software / configuration on your agent’s computers.

Requirements

Please provide the following requirements:

• You need an administrative Sipgate account for your organization.

• Zammad requires a sipgate.io addon from the feature store.

  • Beachten Sie bitte, dass API-Aufrufe bei Sipgate nicht kostenfrei sind. Kosten können entstehen und von Account zu Account unterschiedlich sein.

• Your Zammad instance must be allowed to communicate to external services.

• Sipgate muss in der Lage sein Ihre Zammad-Instanz zu erreichen.

Setup Sipgate connection for Zammad

Learn how to configure Sipgate to enable Zammad and Sipgate to communicate with each other.

Available settings

Hinweis

Click the button next to the sipgate.io heading to activate or deactivate this function.

Endpunkt-Einstellungen

Below endpoint settings affect the sipgate.io configuration.

Inbound

This endpoint is required for incoming call hooks.

Outbound

This endpoint is required for outgoing call hooks.

Wichtig

All following options do not save automatically. Always use the Save button on the lower end of the integration page!

Anruf-Einstellungen

Inbound

This option allows you to block specific incoming caller IDs. It allows you to temporarily reject e.g. spam callers without having to contact providers or PBX administrators.

Caller ID to block

Provide caller IDs to block in E.164 format.

Note

Provide a meaningful note for your fellow administrators to remind yourself why you’ve chosen to block the number.

Outbound

In many cases you may want to use a different caller ID depending on the destination you’re calling. This may apply due to specific connection rates to other countries or because you want your customer to feel you’re calling from the same country.

Bemerkung

This option expects E.164 number formats.

Destination caller ID

The caller ID or number you’re trying to call.

Tipp

You can use wildcards for e.g. country specific outbound numbers like:

• 49* for Germany

• 4930* for Berlin / Germany landlines

• 33* for France

Set Outbound caller ID

The outbound caller ID to set (the number your customer sees on his display) in E.164 number format.

Note

Provide a short description for fellow administrators.

Andere Einstellungen

Below you can find all available additional settings for this CTI integration. For your overview we’re sorting them by appearance and reference their description first.

Default caller ID for outbound calls

In many cases you may want to use a different caller ID depending on the destination you’re calling. This may apply due to specific connection rates to other countries or because you want your customer to feel you’re calling from the same country.

Bemerkung

This option expects E.164 number formats.

Shown records in caller log

Allows you to set the number of shown caller log entries for all users. You can choose from the following values:

• 60 (default)

• 120

• 180

• 240

• 300

Warnung

🥵 Potential performance issue

Setting this setting higher than 60 may cause serious performance issues on very busy instances. Keep in mind that this setting causes Zammad to poll and send up to 300 records to all active agent sessions in very short time periods.

Phone Extension to Agent Mapping

By mapping your agents extension to their existing Zammad users, Zammad can provide a new ticket dialogue or open the user profile for the agent that picks up the call.

This speeds up ticket aiding, no matter if it’s for existing tickets or new ones!

Bemerkung

The agent perspective is described within our user documentation.

Hinweis

You can find your agent’s Sipgate username within Accountverwaltung → Benutzer. You’re looking for the SIP-ID.

Bemerkung

Users with several devices also have several SIP-IDs.

Recent Logs

With recent logs Zammad allows you to view the latest calls for the CTI functionality. This usually comes in handy, when you’re looking for errors.

I’m just here to clear floats up.

By clicking on the entry of interest, Zammad will provide more details on the call in question. You’ll see the payload it received and also the response that was sent.

x

Fehlerbehebung

My Phone page stays blank, signalling does work…

If you’ve made sure that signalling works (check Recent logs) and your Caller Log still stays empty, please ensure that you only configured one CTI integration version. Specifically defining more than one agent mapping on the different integration variants will be the issue.

Clear the not needed agent mapping and reload your browser page.

Integrations for authentication and customers

Clearbit

With our Clearbit integration, you can easily enrich the information provided by Zammad. If the customers or agents email address is known to Clearbit, it will share all information it has regarding the user with Zammad. Those information can include the following:

• Avatar

• Address information

• Website information

• A BIO (as Note by default)

If needed, you can add further custom objects and add mappings to them, so the Clearbit information can be filled within the database. In general you can get any information from Clearbit, as long as you have a mapping to an Zammad object.

Hinweis

Clearbit does have a Mapping of fields like LDAP and Exchange have, but does not „win“ against Zammad information. This means that if you have e.g. the last name field filled in already and Clearbit has other information on that, it will not be updated.

However: If let’s say the last name has been set by Clearbit and Zammad notices that the last name on the Clearbit source has changed, Zammad will also update this value.

Configuration

The configuration of Clearbit is really easy and done fast! Just login to your Clearbit-Account, go to „API“ and copy the secret-API-Key.

Now change to your Zammad instance, go to Integrations (System) -> Clearbit in the admin panel. Paste your API-Key into the API-Key-Field and decide if Zammad should create unknown Organizations automatically, if the user does not have one yet (and Clearbit knows it). The shared option decides if the new organizations Zammad creates with Clearbit should be shared ones.

Bemerkung

If you’re unsure what option to choose, better stick with „no“. You can also learn more about Unternehmen.

The Mapping option works similar to the mapping within the Exchange and LDAP sync. You can add further mappings for e.g. custom fields if you need more information that Clearbit can provide.

Bemerkung

If you want to add more Clearbit fields and want to learn more about available fields on their API, you can take a look at their API documentation .

If you’re happy with the above chosen Settings and your mapping, just save the changes and enable Clearbit integration. Zammad will now start polling the Clearbit API as users contact you.

Bemerkung

Zammad does not synchronize with Clearbit on a regular basis, but on demand if needed. This saves API calls.

Below the Settings and Mappings, you’ll find our Integration log. You can see what requests Zammad sent to Clearbit and also the APIs Response.

By the way, you can also view the API log on the Clearbit website - the information seen is basically the same.

Example when adding a user

To show you how fast information is added, we added a small Screencast below. This shows the creation of the User Alex from Clearbit. As we already set the last name of Alex to „X“, Zammad did not update it. What Zammad did was to add further information it received from Clearbit. Really cool, right?

S/MIME

Prerequisites

• A certificate and private key for your own organization

  (Use this to ✒️ sign outgoing messages and 🔓 decrypt incoming messages.)

• Certificates belonging your contacts, or their issuing certificate authority (CA)

  (Use these to ✅ verify incoming message signatures and 🔒 encrypt outgoing messages.)

Bemerkung

🙋 I’m new to S/MIME. Where can I get a certificate?

The easiest way to get certificates is to buy an annual subscription through a commercial CA, such as:

• Sectigo (formerly Comodo)

• Secorio

• GlobalSign

(Zammad is not affiliated with these CAs in any way.)

You can also generate your own self-signed certificates, but the process is complicated and usually 🙅 involves extra work for your contacts.

Bear in mind that 🤝 S/MIME only works if the other party is using it, too.

Limitierungen

Please note that Zammad will distrust senders by default. This means that you’re always required to provide certificate data, no matter if for signing or encrypting.

This is by design and can’t be adjusted.

Manage Certificates

S/MIME is disabled by default. Enable it to start adding certificates.

Manage certificates in the Admin Panel under System > Integrations > S/MIME. Certificates may be pasted in as plain text or uploaded from a file.

Add Certificate data

Add Certificate

Import public-key certificates for both your own organization and your contacts.

You can also add a bunch of certificates in one go by providing a single file with all relevant certificates.

Warnung

🕵️ IMMER die Zertifikate persönlich oder telefonisch überprüfen!

The whole point of signatures is to alert you when someone is trying to pretend to be someone they’re not. Never accept a certificate from someone online without verifying it first.

Bemerkung

📇 What about trusted certificate authorities?

In some cases (e.g., when dealing with large enterprises), you may be given a certificate for an entire CA, rather than a single contact. Add it here to trust all certificates issued by that CA.

Commercial CAs can usually be verified online. Zammad does not include a list of built-in, trusted CAs.

Add Private Key

Once you’ve added a public-key certificate, you can import its matching private key.

Private keys are for your own organization only; never ask your contacts for their private keys.

A note is displayed on certificates with a matching private key (see line 2).

Bemerkung

📤 Certificates and private keys must be uploaded separately.

If your certificate and private key are bundled together in the same file or PEM block, import it twice (once using each button).

Please note that bulk imports of private keys are not possible.

Download Certificate data

You can download the earlier provided certificates and private keys at any time from your Zammad instance.

Bemerkung

🔐 Passphrase-protected private keys stay protected

Downloading private keys that originally were encrypted with a passphrase will also have this state after retrieval. Knowing the password is mandatory to continue working with keys in question.

Download stored certificates and their keys

Default Behavior

The ticket composer will set all outgoing messages to signed and encrypted by default (assuming the required certificates exist).

These defaults can be modified on a per-group basis:

Of course, agents can always manually change these settings on each email they send out.

Fehlerbehebung

All of the system’s latest S/MIME activity is displayed in the Recent Logs section.

Logs report the status and details of all mail, both incoming and outgoing, that used signing/verification or encryption/decryption.

Bemerkung

This log does not include email sent by triggers or the scheduler. For those, check your production.log.

Common Issues

I received a signed/encrypted email before I set up S/MIME integration

No problem. Once S/MIME has been enabled and the appropriate certificates have been added, agents will be prompted to retry verification/decryption on matching emails.

Die 🔒 Verschlüsseln-Schaltfläche ist deaktiviert

• Have you added the recipient’s certificate?

• Are you sure the recipient’s certificate is valid?

• Have you checked your production.log for more details?

Warnung

If encryption doesn’t work in the composer, it won’t work in triggers or the scheduler either!

Die ✅ Signieren-Schaltfläche ist deaktiviert

• Have you added both the certificate and private key for your organization?

• Does the email address on the certificate match the email address of the agent/group composing the email?

Error: “Fingerprint already taken”

• Are you sure you haven’t added this certificate already?

Error: “❌ invalid byte sequence in UTF-8”

• Please ensure to provide PEM formatted certificate and keys.

• Did you check if the provided file is a valid certificate or key?

S/MIME ist die am weitesten verbreitete Methode für sichere E-Mail-Kommunikation. Mit S/MIME können Sie signierte und verschlüsselte Nachrichten mit anderen austauschen.

Signieren

ist der Beweis, dass eine Nachricht nicht manipuliert oder von einem Unbekannten gesendet wurde.

Mit anderen Worten, es garantiert die Integrität und Authentizität einer Nachricht.

Verschlüsselung

verschlüsselt eine Nachricht so, dass sie nur vom gewünschten Empfänger entschlüsselt werden kann.

Mit anderen Worten, es garantiert Privatsphäre und Datensicherheit.

Once S/MIME has been enabled, 🔒 Encrypt and ✅ Sign buttons will appear in the ticket composer.

🔪 Prerequisites

New to S/MIME? This section helps you to find certificate providers and points out Limitations.

📝 Manage Certificates

Add and download certificates; configure group default behaviors.

😦 Troubleshooting

Took a wrong turn? About recent logs and common issues.

Nutzung

For more details on how S/MIME integration works in practice, see the user docs.

Integrations for Monitoring Systems

Bemerkung

This section currently misses the following integrations:

• Icinga

• Monit

• Nagios

Checkmk

Checkmk is a powerful IT monitoring tool that can send real-time status alerts to Zammad via email or REST API. Set these alerts up in Checkmk, and Zammad will automatically create, update, and close tickets based on the health of your system:

Multiple alerts, same ticket.

Setup Guide

Whenever the Checkmk integration is enabled, Zammad listens for messages on its API and over email. As long as those messages follow the required format, Zammad will create new tickets (or find and update existing ones) based on the message contents.

That means that “setting up Checkmk integration” is simply a matter of adding configuration to your Checkmk site: telling it when to send these messages and what to say. To do that, you’ll need to create a new notification rule (see Checkmk’s official docs for help with that).

As part of this new rule, you’ll have to choose a notification method (i.e., a script to execute whenever the rule is triggered). This script will be written by you (samples below), and contain the logic for sending API/email messages to Zammad:

Find your custom scripts in the Checkmk WATO under Notifications > New Rule > Notification Method.

Once you’re done setting up your new rule, you’re all set! New tickets should start coming in and auto-updating any time your rule is triggered.

(If you need help troubleshooting, be sure to check the Recent Logs.)

API Alerts

To add these scripts in the Checkmk WATO, copy them into your Checkmk installation directory and make them executable. (Be sure to replace the zammad.example.com callback URL with the one found in your admin panel.)

Service notification

For updates on the status of the software running on your server (e.g., postgres).

#!/bin/bash
# /opt/omd/sites/<SITE>/local/share/check_mk/notifications/zammad-service

curl -X POST \
  -F "event_id=$NOTIFY_SERVICEPROBLEMID" \
  -F "host=$NOTIFY_HOSTNAME" \
  -F "service=$NOTIFY_SERVICEDESC" \
  -F "state=$NOTIFY_SERVICESTATE" \
  -F "text=$NOTIFY_SERVICEOUTPUT" \
  https://zammad.example.com/api/v1/... # see Admin Panel > System > Integrations > Checkmk > Usage

Host notification

For updates on the status of the server itself.

#!/bin/bash
# /opt/omd/sites/<SITE>/local/share/check_mk/notifications/zammad-host

curl -X POST \
  -F "event_id=$NOTIFY_HOSTPROBLEMID" \
  -F "host=$NOTIFY_HOSTNAME" \
  -F "state=$NOTIFY_HOSTSTATE" \
  -F "text=$NOTIFY_HOSTOUTPUT" \
  https://zammad.example.com/api/v1/... # see Admin Panel > System > Integrations > Checkmk > Usage

Bemerkung

🤔 What’s with all the env vars?

Whenever Checkmk runs these scripts, it needs to provide some information about the event that triggered the notification. This information is passed in the form of these $NOTIFY_* environment variables.

You can specify additional parameters to pass to the script when you’re setting up your notification rule, but the ones you see here are all provided by default.

Email Alerts

Warnung

🐞 There are known bugs in Zammad’s processing of email from Checkmk. This section will be completed once they have been resolved. (Learn more at GitHub issues #2377 & #2180.)

In the meantime, we encourage you to set up API alerts instead.

API Reference

For most users, the sample scripts from the Setup Guide will do the job just fine. But if you want more fine-grained control—for instance, to create high- and low-priority tickets for different types of system events—then you’ll have to customize the data those scripts send to Zammad.

Beispiel

This custom script will automatically set all tickets it creates to high priority and assign them to charlie@chrispresso.com.

#!/bin/bash

curl -X POST \
  -F "event_id=$NOTIFY_HOSTPROBLEMID" \
  -F "host=$NOTIFY_HOSTNAME" \
  -F "state=$NOTIFY_HOSTSTATE" \
  -F "text=$NOTIFY_HOSTOUTPUT" \
  -F "priority=3 high" \
  -F "owner=charlie@chrispresso.com" \
  https://zammad.example.com/api/v1/...

How does it work?

There are two kinds of data you can pass to the API, both in the form of key-value pairs:

Checkmk parameters

are required, and make up the contents of the resulting tickets/articles. They also determine whether an event creates a new ticket or updates/closes an existing one.

These are the only values used in the sample scripts. Use them as-is; technically, they can be customized, but it’s hard to imagine a good reason for it.

Ticket Attribute

are optional, and can be used to adjust settings on newly created tickets (e.g., set the owner, group, priority, or state).

If you want to customize your Checkmk alert script, do it with these. Simply add an extra “form” option for each one (-F "key=value") to your script’s curl command line, as in the example above.

Hinweis

💡 It’s just an API endpoint!

When using Checkmk integration, messages need to be formatted in a certain way, but that doesn’t mean the messages actually have to come from Checkmk.

If you use another monitoring tool that’s not officially supported by Zammad, there’s probably a way to make it work with your Checkmk callback URL.

Checkmk Parameters

When a notification is received, Zammad creates a new article containing the details of the event that triggered it:

These details come from the fields listed below, which correspond to parameters provided by Checkmk ($NOTIFY_*).

Required fields are marked with an asterisk (*).

event_id*

A unique ID for the system event. ($NOTIFY_SERVICEPROBLEMID / $NOTIFY_HOSTPROBLEMID)

host*

The hostname of the system that the event originated from. ($NOTIFY_HOSTNAME)

Used to determine if a new event belongs to an existing ticket. Also used in the subject line of the resulting article (“<host> is <state>”).

service

The name of the service that the event originated from. ($NOTIFY_SERVICEDESC)

Used to determine if a new event belongs to an existing ticket.

Displayed as - when omitted.

state*

The current state of the service or host in question. ($NOTIFY_SERVICESTATE / $NOTIFY_HOSTSTATE)

Used to detect when a ticket should be auto-closed (i.e., on OK/UP). Also used in the subject line of the resulting article (“<host> is <state>”).

text

The output of the process that triggered the event. ($NOTIFY_SERVICEOUTPUT / $NOTIFY_HOSTOUTPUT)

Displayed as - when omitted.

Ticket Attributes

Find a complete list of ticket attributes in the Object Manager.

Ticket attributes are entirely optional, and can be used to customize the tickets that Checkmk creates. (Note that these attributes will be ignored if a new event belongs to an existing ticket.)

Why would you want to do this? Maybe you have only one IT guy, and all system monitoring issues should be automatically assigned to him. Or, maybe you’re creating multiple notification rules so that database outages take higher priority than disk space warnings.

In most cases, you’ll probably want to set one of the following:

• group

• Besitzer

• state

• priority

but in practice, you can set almost any attribute, including custom ones you created through the Object Manager.

Bemerkung

🙅 Die folgenden Attribute können nicht angepasst werden:

• title

• id

• Ticket-Nummer

• Kunde

• created_by_id

• updated_by_id

Wie finde ich heraus, welche Werte gesetzt werden können?

Warnung

😵 Invalid values → unpredictable behavior

If you provide a value that Zammad doesn’t understand (e.g., -F "priority=high"), it’s not always clear what will happen. In some cases, a ticket will be created with the default values instead—but in others, it may not be created at all!

So what values does Zammad understand, then? Well, it depends…

Besitzer

Use an email address or username:

-F "owner=it@chrispresso.com"

Gruppe & Priorität

Refer to the dropdown menus in the ticket pane:

-F "group=Users"
-F "priority=3 high"

Bemerkung

🙅 Ticket state CANNOT be set this way!

Why? Because -F "state=..." is already used as a Checkmk parameter.

Everything Else

To set any other attributes, it helps to know your way around the rails console. Valid values are those that you can set with a string:

# valid
>> Ticket.first.update(note: "You're gonna need a bigger boat")
=> true
>> Ticket.first.note
=> "You're gonna need a bigger boat"

>> Ticket::State.find_by(name: "open").id
=> 2
>> Ticket.first.update(state_id: 2)
=> true
>> Ticket.first.state.name
=> "open"

# invalid
>> Ticket.first.update(preferences: "I'm a Checkmk ticket!")
=> true
>> Ticket.first.preferences
=> {}

These values can then be passed directly to the API:

-F "note=You're gonna need a bigger boat"
-F "state_id=2"

Admin Panel Reference

Einstellungen

Gruppe

Which group should Checkmk tickets be assigned to as a default (i.e., when none is specified)?

(Applies to API alerts only.)

Auto close

Should Zammad automatically close tickets if a service has recovered on its own?

(Agents will receive notifications for such closures as appropriate.)

Auto-close state

What ticket state should be applied when “auto-closing” a ticket?

(You may choose from the seven built-in ticket states, but if you change this setting from the default, you’ll more likely want to define a new ticket state for this purpose. This can be especially useful for tracking tickets with reports.)

Recent Logs

If you’re having trouble getting Zammad and Checkmk to play nicely together, this section can help you troubleshoot. 🙌

It contains a record of the fifty most recent transactions that Zammad knows about, including each one’s request/response details and return status.

Zabbix-Integration

This guide describes how to integrate your Zabbix 5.4 installation with Zammad using the Zabbix webhook feature. This guide will provide instructions on setting up a media type, a user and an action in Zabbix.

Requirements

• Zammad with enabled HTTP Token Authentication

• Zabbix version 5.4 or higher

Setting up a Zammad

1. Enable API Token Access in Settings > System > API.

2. Create a new user for a Zabbix alerter with an email address and create a personal user token with ticket.agent permissions.

Zabbix Webhook configuration

Create a global macro

1. Before setting up the Webhook, you need to setup the global macro {$ZABBIX.URL}, which must contain the URL to the Zabbix frontend.

2. In the Administration > Media types section, import the Template.

3. Open the added Zammad media type and set:

   • zammad_access_token to the your Personal User Token

   • zammad_url to the frontend URL of your Zammad installation

   • zammad_customer to your Zammad user email.

   • zammad_enable_tags to true or false to enable or disable trigger tags. Important: if you enable tag support, each tag is set with a separate request.

4. If you want to prioritize issues according to severity values in Zabbix, you can define mapping parameters:

   • severity_<name>: Zammad priority ID

6. Click the Update button to save the Webhook settings.

7. To receive notifications in Zammad, you need to create a Zabbix user and add Media with the Zammad type.

   For Send to: enter any text, as this value is not used, but is required.

For more information, use the Zabbix documentation.

Integrations for Issue Trackers

GitHub

Use GitHub integration to track GitHub issues directly within Zammad tickets. Add issue hyperlinks and get a live summary of metadata like status (open/closed), assignee, labels, and more.

Bemerkung

GitHub integration does not support pull requests.

Setup

1. In your GitHub settings, create a new API token under Developer settings > Personal access tokens > Generate new token. Leave the Scopes section empty.

   

   Create a new API key with no scopes/privileges.

   Hinweis

   🔒 Will this work for private repos?

   No. To link private repo issues, use the repo scope instead. Bear in mind that the resulting token will have lots of permissions that it doesn’t actually need, which presents a security risk if your token ever falls into the wrong hands.

   Unfortunately, because of how GitHub’s OAuth token scopes are set up, this is the only way to link issues on private repos.

2. Enter your new API token in Zammad and enable GitHub integration.

   

   Hinweis

   Leave the default API endpoint (https://api.github.com/graphql) as-is unless you’re using GitHub Enterprise Server.

Once completed, a new GitHub issues tab will appear in the ticket pane. 🎉

Fehlerbehebung

Token verification is taking a long time

Slight delays are normal (<2 min.), especially for systems under heavy load.

Self-hosted administrators, please check your network settings to ensure that your Zammad server can reach api.github.com.

I reloaded the page and now the API token is gone

This may indicate that Zammad is still verifying your API token. Try reloading the page again in a couple minutes.

GitLab

Use GitLab integration to track GitLab issues directly within Zammad tickets. Add issue hyperlinks and get a live summary of metadata like status (open/closed), assignee, labels, and more.

Bemerkung

GitLab integration does not support merge requests.

Setup

1. In your GitLab preferences, create a new API token under Access Tokens.

   Under Select scopes, choose read_api only.

   

   Hinweis

   🔒 If you wish to link issues on any private repos…

   Your API token must belong to an account with access to those repos.

2. Enter your new API token in Zammad and enable GitLab integration.

   

   Hinweis

   Leave the default API endpoint (https://gitlab.com/api/graphql) as-is unless you’re a self-hosted GitLab user.

Once completed, a new GitLab issues tab will appear in the ticket pane. 🎉

Fehlerbehebung

Token verification is taking a long time

Slight delays are normal (<2 min.), especially for systems under heavy load.

Self-hosted administrators, please check your network settings to ensure that your Zammad server can reach gitlab.com.

I reloaded the page and now the API token is gone

This may indicate that Zammad is still verifying your API token. Try reloading the page again in a couple minutes.

Other Integrations

This section will hold any other integration that can’t be grouped up (yet).

Slack

Bemerkung

In order to use this feature, please add a new Slack app to your Workspace. The App you need is called Incoming WebHooks .

Why do I need this feature?

If you’re already using Slack for your team communication, you’ll love this feature! Our Slack integration can push ticket notifications about the last ticket article based on the following events:

• bei Ticketerstellung

• bei Ticketaktualisierung

• beim Erreichen einer Erinnerung

• ein Ticket ist eskaliert

• ein Ticket ist kurz vorm Eskalieren

Zammad will provide the Ticket title, a direct link to the Ticket, the event type (creation, updated, escalation), the customer, time and the last article that has triggered the notification.

This will give you further options, as you can see e.g. escalating tickets that are assigned to an agent that’s e.g. absent. You can interact faster, as you might see problems earlier (or even before the problem gets one).

If needed and wanted, you can even discuss directly about the topic before sending an answer to the customer. Another possible use case would be a agent monitoring new agents and their answers to tickets.

Konfiguration der Integration

First of all, please go to your slack workspace - go to administration => Manage Apps. If you don’t have an app yet, you can simply add a new one - just search for `` Incoming WebHooks`` and customize the app to your needs.

Choose (or create) the channel Zamma should post it’s information to and press on „Add Incoming WebHooks integration“. If you’re ready, copy the provided WebHook URL and go to your Zammad installation.

Hinweis

You need administrative rights on the Slack Workspace. The link to the app directory is normally https://[workspace-name].slack.com/apps .

To configure the slack integration, log in to Zammad and go to Integrations (System) => Slack in the admin panel.

Here you can choose on what evens Zammad should post information about a ticket to your Slack channel. Next you need to device what groups shall be affected by this, as anybody with access to that specific Slack channel can read at least parts of the ticket this might be a privacy issue, if you select the wrong groups. The username is simply the name that Zammad uses as display name inside the Slack chat. The channel defines the Slack channel the information is being posted in. As last option, you can set a custom icon for posting to slack.

When you’re ready, just hit „Submit“ and enable the integration. Zammad will now post new ticket information based on the trigger you chose. Below the options you have the recent log that shows the latest requests to Slack for debugging if needed.

Bemerkung

If you leave the Icon URL empty, Zammad will use the Zammad logo instead. The icon should be a square PNG file.

The result

The following figure shows how it will look if you choose to receive updates on created and updated tickets. On every post Zammad sends to the Slack channel, you can create new threads to discuss about the new article.

If you just want to keep track of soon escalating or already escalated tickets, it will look the the following figure. Zammad changes the color in front of the post so you can easily see the state of the ticket.

If you change the state, Zammad will also put information on what state the ticket gets and (if pending state) the date until it pends. You’ll also recognize the color codes in front of posts on slack, as they are exact the same the ticket state colors you’ll see in Zammad!

i-doit

i-doit is an open-source configuration management database—in other words, a tool for keeping tabs on every single piece of your physical and digital infrastructure, from network equipment to virtual machines on down to the faceplates on your rack shelves and more.

What’s that got to do with Zammad? Well, if you used tickets to track issues with all that hardware, you might start wishing there was a way they could talk to each other.

Zammad gives you two:

1. Add i-doit Links to Zammad Tickets

What users see

The i-doit integration will appear under a new 🖨 tab in the ticket pane.

i-doit integration puts a new tab in Zammad’s ticket pane where you can add links to existing i-doit devices for easy reference. (See our user documentation to learn how it works in practice).

How to set it up

Bemerkung

🧩 Requires i-doit’s API Add-on.

Use the following settings:

Active

Yes

Enforce autentication by username and password

No

To set it up, enable the integration in the Zammad admin panel under System > Integrations > i-doit:

Endpoint

The root URL of your i-doit installation.

API token

Found in the i-doit admin panel under Interfaces / external data > JSON-RPC API > Common Settings.

Client ID

A unique name to identify Zammad within i-doit.

(Zammad does not require you to enter a value here, but i-doit might!)

2. List / Create Zammad Tickets in i-doit

What users see

i-doit’s ticket system integration gives you a way to see all the tickets for a given device without ever leaving i-doit. (See our user documentation to learn how it works in practice).

How to set it up

Enable this integration in the i-doit admin panel under Interfaces / external data > Trouble Ticket System (TTS) > Configuration:

TTS-Type

Zammad

Username / Password

Login credentials for a Zammad agent.

Bemerkung

This agent must have read permission for all groups that plan on using the i-doit integration.

You may even wish to create a dedicated agent account just for this integration. (Otherwise, if the agent ever changes her password, you will have to remember to update it here.)

URL incl. protocol

https://your.zammad.domain

Elasticsearch (SaaS)

The Elasticsearch integration allows you to create a read-only user to use with your favorite reporting tool (e.g. like Grafana).

If you want to take full advantage of the Zammad reporting, have a look at our Grafana setup page as well.

Warnung

🚧 Spezifisch für die gehostete Umgebung 🚧

Diese Integration steht nur in gehosteten Umgebungen zur Verfügung. Um Elasticsearch nutzen zu können, benötigen Sie ein Plus Abonnement.

Selbstgehostete Nutzer haben die gesamte Kontrolle über ihre selbst gehosteten Elasticsearch-Instanzen.

Limitierungen

Bitte beachten Sie die folgenden Limitierungen für den Elasticsearch-Zugriff auf gehosteten Umgebungen:

• der Zugriff auf Elasticsearch-Indexe ist ein lesender Zugriff

• Sie sind zur Zeit auf einen Benutzer beschränkt

• Reporting-Tools die Schreibzugriff auf Indexen benötigen (wie Kibana) werden nicht unterstützt

• IP-Zugriffsbeschränkung wird zur Zeit noch nicht unterstützt

Activating Elasticsearch access

By default external access to your Elasticsearch index is not active. You can enable the integration at any time if needed.

Please ensure to note down the password provided - you won’t have access to it afterwards.

Connection Settings

This section holds the most important general information for accessing your Elasticsearch indexes - such as:

URL

A unique subdomain that does not tell your real instance URL.

Software

The major version of the search index being used. This is required by some Reporting tools like Grafana.

Authentifizierung

The authentication type being supported. Basic Authentication

Verfügbare Indexe

Within this section we’re displaying the -in our opinion- most important indexes for a Zammad instance.

Tipp

If you require all indexes or our listing is not good enough for you, point your browser to the URL we’re providing and append /_aliases?pretty=true. The result should look like so: https://<URL>.zammad.com/_aliases?pretty=true.

Your browser will automatically ask for your credentials - you’ll then see something like this:

{
   "XXXXXXXX" : {
      "aliases" : { }
   },
   "XXXXXXXX_cti_log" : {
      "aliases" : { }
   },
   "XXXXXXXX_knowledge_base_answer_translation" : {
      "aliases" : { }
   },
   "XXXXXXXX_ticket" : {
      "aliases" : { }
   },
   "XXXXXXXX_knowledge_base_category_translation" : {
      "aliases" : { }
   },
   "XXXXXXXX_knowledge_base_translation" : {
      "aliases" : { }
   },
   "XXXXXXXX_ticket_state" : {
      "aliases" : { }
   },
   "XXXXXXXX_user" : {
      "aliases" : { }
   },
   "XXXXXXXX_stats_store" : {
      "aliases" : { }
   },
   "XXXXXXXX_chat_session" : {
    "aliases" : { }
   },
   "XXXXXXXX_group" : {
    "aliases" : { }
   },
   "XXXXXXXX_ticket_priority" : {
      "aliases" : { }
   },
   "XXXXXXXX_organization" : {
      "aliases" : { }
   }
}

Zugangsdaten

Within this section Zammad displays your available users. The password is provided once (upon activation) and cannot be retrieved after that.

Bemerkung

🔐 I need my Elasticsearch user password to be changed

Within the credentials table use the „Reset password“ button to receive a brand new password for the account in question. This change is immediate, keep in mind that this may affect third party tools connected to your instance.

🤓 Above does not change indexes.

Objects

In Zammad you can add your own fields to tickets, users, organizations and even groups. This can be useful if you need to add further information to a ticket that you don’t want to have in a note (you’ll find it easier).

Bemerkung

Try to avoid deleting objects (and disable them instead) as Zammad might run into unexpected conditions if they are referenced somewhere.

Here’s an overview of the objects. On the upper right you can add new Attributes. By default, there will be no custom fields - standard objects will be grayed out, you can’t delete or change those. Custom objects (will be displayed in black font and have a trash bin on the right site to delete unnecessary objects. By clicking on „custom objects“ you can edit them to suit your needs.

Bemerkung

Attributes you add to Zammad, no matter if they have default values or not, will not update existing information. This means a new ticket field technically will be empty unless you populate it.

Especially in ticket scope this also means that newly added attributes will be indicated as „changed“ to agents that view the ticket. This may interfere with Zammad’s tabs behavior.

Object types

When adding a new object, you can choose between the following object types.

Warnung

You cannot change the object format / type as soon as it is applied. If you no longer need an object, consider disabling it instead of removing.

Boolean field

Provides a drop-down field with display values for true and false. Allows setting a default value.

Date field

Provides a date picker field and does not allow default values.

Default time diff (hours)

This setting helps the user by highlighting the day from now plus the provided value. It does not pre-fill the field.

Date & time field

Provides a date and time picker – does not allow default values

Allow future

Forbid dates and times in the future.

Default: yes

Allow past

Forbid dates and times in the past.

Default: yes

Default time diff (minutes)

This setting helps the user by highlighting the day from now plus the provided value. It does not pre-fill the field.

Integer field

Provides an input field that allows integer usage only. You may define a default value. You cannot enforce comma separation.

Minimal

The minimal value the field accepts.

Maximal

The maximum value the field accepts.

Multiple selection field

Provides a selection field that allows the selection of one or more out of several. This field does allow setting a default value.

Tipp

Adding values can be tricky for first timers, don’t forget to press „➕ Add“ after typing your values. Otherwise you may loose a value.

Hinweis

This field allows using URL fields (Link Templates).

Tipp

↕️ This object allows position of its values ↔️

In order to re-arrange the fields options, edit the field and scroll below the values. Make sure to tick the option „Use custom option sort“.

Warnung

If you do not tick this field, all manual position you did above will be lost upon saving! ☠️

Now use ☰ to drag the values in question to the correct position. When you’re ready, submit your changes to save the object.

Single selection field

Provides a drop-down field that allows selection of one value out of several. This field does allow setting a default value.

Tipp

Adding values can be tricky for first timers, don’t forget to press „➕ Add“ after typing your values. Otherwise you may loose a value.

Hinweis

This field allows using URL fields (Link Templates).

Tipp

↕️ This object allows position of its values ↔️

In order to re-arrange the fields options, edit the field and scroll below the values. Make sure to tick the option „Use custom option sort“.

Warnung

If you do not tick this field, all manual position you did above will be lost upon saving! ☠️

Now use ☰ to drag the values in question to the correct position. When you’re ready, submit your changes to save the object.

Textarea field

Provides a text area input field (multiple lines) and thus allows e.g. new lines. You can set a default field value.

Bemerkung

Please note that this field does not support text formatting or HTML content (rich text).

Warnung

🥵 This field can consume a lot of visual space

Depending on where you use this field type, it may use a lot of visual space if you provide a lot of text. This may be an issue to work with.

Default

The here provided text will be shown within the text area field or new data sets.

Maxlength

You can pick the maximum length of the field.

The default length of this object is 500.

Rows

Change the number of rows to dislay so that you can use only the space you really need.

The default number of rows is 4.

Text field

Provides a text field (one line) and allows choosing a default value.

Type

Defines the type of the input field. This allows e.g. your browser to ensure that you provide the specific type.

Currently available:

• E-Mail

• Phone

• Text

• Url (URL fields disable link-template availability)

Maxlength

You can pick the maximum length of the field.

Hinweis

This field allows using URL fields (Link Templates).

Single tree selection field

Provides a select-like field with up to 6 layers of options. Does not allow setting a default value.

Tipp

↕️ This object allows position of its values ↔️

In order to re-arrange the fields options, edit the field and to the values.

Use ☰ to drag the values in question to the correct position. If you want to change the layer depth, double click on ☰. By this you can cycle through the available layers.

When you’re ready, submit your changes to save the object.

Multiple tree selection field

Provides a select-like field with up to 6 layers of options allowing the selection of multiple values. Does not allow setting a default value.

Tipp

↕️ This object allows position of its values ↔️

In order to re-arrange the fields options, edit the field and to the values.

Use ☰ to drag the values in question to the correct position. If you want to change the layer depth, double click on ☰. By this you can cycle through the available layers.

When you’re ready, submit your changes to save the object.

URL fields (Link-Template)

Bemerkung

This function is restricted to Text and Select objects only.

Link-Templates are an amazing way to dynamically generate URLs. They allow you to integrate other systems better without having to manually copy data from Zammad if possible.

Bemerkung

Another great way of communicating with another system may be Zammad’s Webhooks.

After filling a link-template enabled field, an URL icon will appear on its right. Clicking on the icon opens a new tab.

Hinweis

Even though Zammad displays the link template within object edit and create screens, the function is optional. It’s only active if you populate the field.

What’s the difference between URL and text fields with link template…?!

Both fields have different use cases. Use text type text fields when ever you have a static url that requires dynamic parameters. If you require a drag & drop like field that you can put in any URL, use URL type text fields.

The difference is easier to spot when comparing the fields directly, below screencast shows the result - the dynamic approach uses existing values in the moment of updating to built the URL - e.g. https://google.com/search?q=cookies - while the URL approach uses the actual URL of the field - e.g. https://zammad.com.

How does this work…?!

As an example, let’s say you have an object called amazingobject - you want to open a google search directly with the input from that field.

Providing below to the link-template field allows you to do so: https://www.google.com/search?q=#{ticket.amazingobject}

Tipp

You can use any Zammad variable as long as it’s available in the moment you need it.

The result will look as follows.

The above screencast shows how the link template will perform after object creation.

Objekt-Berechtigungen

Some of the possible permission and screen options for objects.

Whenever needed you can restrict access to objects based on the user permission (admin, ticket.agent & ticket.customer).

Tipp

🤓 Below is not set in stone 🤓

You can always adjust below settings with Core Workflows. This also allows role based restriction. 👀

Bemerkung

In some situations, Zammad internally overrules below screen, requirement and permission settings. This is because at some points you can’t set fields which would mean we couldn’t create the ticket.

This currently affects:

• merging

• emails no matter of the originating channel (incoming)

• Formulare (incoming)

• Facebook (incoming)

• Telegram (incoming)

• Twitter (incoming)

• SMS (incoming)

About screens

Zammad cares about the screen you’re going to use the object in.

create

Every time you use a creation dialogue for not yet existing data.

edit

Every time you’re editing existing data - viewing existing tickets counts as edit screen.

view

Affects view screens of existing data like e.g. user profiles.

Bemerkung

This setting is available for the following object contexts:

• Benutzer

• Organisation

• Gruppe

invite_customer & invite_agent

Shown when using the invitation dialogue from „First Steps“ in the dashboard.

About screen options

Now that we know the different possible situations, let’s talk about available options.

shown

Show or hide a field.

required

Set a field to mandatory. Forces users (via UI and API) to populate the field.

Ordering objects

Since Zammad introduced Core Workflows the need to have a custom positioning for objects has become more important than ever.

To adjust the position of an object, simply click on the object entry in question, scroll down and adjust the position number.

Hinweis

In case two objects have the same position value, Zammad will sort alphabetically by name automatically.

Limitation

Please note that you cannot change the positioning of default objects at this time.

Updating database after adding or editing objects

When adding or changing objects, Zammad will not apply the changes instantly, but instead shows you the changed objects first. If you’re ready to go, just click on „Update database“ to apply the changes to Zammad. If you made a mistake or just want to discard your changes, click „Discard changes“.

Warnung

After applying the object changes with „Update Database“ a restart of Zammad is mandatory. If you don’t perform it, you may experience unexpected behavior or even errors. You may want to do those kind of configurations during maintenance windows.

Changes on objects require you to update the database to apply these changes.

Tipp

🤓 Service restarts can be automated

Hosted environments automatically restart for you.

If you’re using a self-hosted installation you can use environment variables

System objects

Zammad comes with pre-configured objects. Some of these currently do not provide the possibility to edit them via UI (or at all).

This is not a bug but is to save you from possibly nuking Zammad.

Tipp

There are technical exceptions which can be solved via console. This e.g. affects ticket states and priorities, see console section.

💰 If you’re a hosted customer, please contact your support for more. 💰

Core Workflows

Core Workflows allow you to create complex ticket processes just as (but not limited to):

• show / hide

• adjust mandatory setting

• manipulate available options

With this, you’re all set to provide exactly those information you really need!

Bemerkung

• If the pre-defined Objects are not enough, please add them beforehand.

• If you experience slow or unreliable field updates, please see Core Workflow Ajax Modus

Warnung

This is a very enhanced functionality and can cause unexpected UI behavior. Please ensure to test your use cases after configuration to reduce surprises.

Learn by example

This page provides some of the ideas we had for Core Workflows. Of course you can build much more complex workflows.

Hinweis

If they don’t make sense to you, don’t worry—just skip ahead to Wie funktionieren sie? to learn about all the options in detail, then come back here to see them in action.

All following workflows have the same base configurations. The workflow may not use them all.

• Gruppen

  • Sales

  • Support

  • 2nd Level

• Attributes

  • Category (Single tree selection field, not mandatory, agents only)

  • Approved (Boolean field, not mandatory, not shown, false as default)

  • Operating System (Text field, not mandatory, not shown)

  • Software used (Single selection field, not mandatory, not shown)

1. Group specific values and fields

   This workflow set depends on the category field. It reduces the available set of values based on the group selected.

   Workflow 2nd Level groupWorkflow Support groupWorkflow Sales group

   This reduces the category options to 2nd Level/*, Internal/* and Others. It also sets further required fields to mandatory and visible.

   

   The Result

   This is what the agent would experience with the above workflows in place.

   

2. Approval process

   In this case approved is visible to agents by default. For this workflow, an additional role Approval person is required (no further permissions).

   

   Tipp

   This workflow may work best in combination with a trigger but technically, this is not required.

   Select fields may be a better approach because they allow more values than just a simple true or false.

   The result

   

3. State dependent mandatory fields

   This workflow sets Category to mandatory if the agent wants to set the states closed or pending close to enforce categorization.

   

   The result

   

Wie funktionieren sie?

Core Workflows are evaluated by priority. If 2 workflows have the same priority by alphabetical order by name. Workflows are evaluated in alphabetical order, by name.

Because of the way Core Workflows works all changes to attributes are checked with the application server – please see Limitierungen for possible issues.

Below we’re talking about settings that have an impact and are not self-explanatory.

Object

Choose the object context you want to run the workflow in. This will decide on your available conditions and actions.

Tipp

You will be able to use objects that are in relation to your selection in your conditions.

This means:

Ticket objects also have access to the ticket customer.

Context

Choose in which situation the workflow is applied. Contexts can be combined to reduce workflows.

Creation mask

Once selected your conditions and actions will affect all applicable creation masks.

Edit mask

Once selected your conditions and actions will affect all applicable edit masks.

Conditions

Zammad decides in between selected and saved conditions. These can be combined wherever needed.

Tipp

🤓 Combining conditions allows „OR“-selections

However, note that each condition type counts as and selector and can’t overrule the other condition type.

Every attribute can be used once per condition type.

Warnung

⚠ Restrict on role basis if needed ⚠

By default, unless configured in conditions, workflow rules are evaluated for all roles. This also affects your customers! 🙀

Selected Conditions

These conditions only match if they’re active in selection. This applies for drafts (active selection) and currently saved values.

Saved Conditions

These conditions only apply if they’re saved within the database regardless of the current value or selection of the field.

Bemerkung

Keep in mind that the value has to be available in the situation where you need it. Otherwise the condition won’t match.

Action

Which actions should we run on the relevant fields? The possible actions depend on the object type, however, usually you can at least change the visibility and whether the field is mandatory.

Bemerkung

🚧 Actions are not available for relations

Let’s say you’re working in ticket context. While you can have customer conditions, you can’t adjust objects with actions in that scope.

That’s because this wouldn’t have any impact on the ticket dialogue. All ticket attributes (state, owner, …) are available.

Warnung

Please also have a look at our Limitierungen to be safe from surprises.

Available Operators

Bemerkung

The availability of operators depends on the object type and scope.

Hinweis

🧐 Actions can cause confusion

Please note that actions may or may not restrict API based access to attributes. We’re displaying the following icons for your overview to understand these limits better. 👀

This icon indicates the action affects the API.

This icon indicates the action only affects the web interface.

show

Display the field in question. Allows setting of values.

hide

Hide the field in question however, technically still allows setting the field.

Warnung

The field is not gone and still contains any value it provides! You may want to consider remove instead.

remove

Entirely removes the field. The field value will no get evaluated.

set mandatory

Sets the field to mandatory.

set optional

Sets the field to optional.

add option

Allows adding options to tree selects or selects.

Bemerkung

This requires options to be hidden beforehand (remove option). It allows to use existing configured values.

remove option

Allows removing options from tree selects or selects.

Bemerkung

It allows to use existing configured values.

set fixed to

Reduces the available options by your selection.

Tipp

This may indirectly reduce your workflows in terms of add option and remove option. 🤓

fill in

Allows population of string and integer fields with your value.

fill in empty

Allows population of string and integer fields with your value if the field is empty.

select

Select a specific value within a select, tree select or boolean fields.

auto select

Helps the user on tree selects and select fields:

If the field has one option to select only and has no value yet, the value is automatically set.

Warnung

This option only works if you have one value and acts passively with more options.

set readonly

Allows you to display an attribute as read only.

unset readonly

In case a workflow set the field in question to read only, you can undo this with above option.

Stop after match

Stop evaluation of other, following workflows that would match otherwise.

Default: no

Priorität

You decide at which point your workflow is evaluated. Priorities are sorted descending – this means that a workflow matching can stop matching in specific situations.

Default: 500

Limitierungen

Core Workflows does not replace Trigger

Workflows manipulate behavior of fields, however, they do not set values in fields because of actions.

API calls are only partly affected

Some options affect UI only and thus do not restrict responses and calls.

This affects the following actions:

• select

• auto select

• show

• hide

Some fields stay unavailable to customers

For technical and security reasons, some default fields (the pale ones you can’t edit) stay unavailable for display and usage on customer permissions.

Hinweis

If you require your customers to change e.g. priorities, please consider using workarounds via Objects and Triggers.

What is out of scope of Core Workflows…?

There are some things that would count as workflow but are either done via Triggers, Scheduler or over the current top.

Such as (but not limited to):

• up- or downgrade permissions of users

• affect article creation or listing

Variablen

Bemerkung

Bitte beachten Sie, dass dies nur eine Übersicht der verfügbaren Variablen ist. Manche Variablen können in bestimmten Funktionen inkompatibel oder nicht verfügbar sein. Wenn Sie Variablen vermissen oder sich nicht sicher sind, ob diese wie erwartet funktionieren, fragen Sie sehr gern in unserer Community nach.

Variables can be called by typing :: (just like text modules in the frontend), as long as you’re in a supported text field within the Backend. Zammad will show display all variables being available within this context and replace it to the variable as soon as you selected an entry.

Hinweis

You have an empty field which you referenced and it appears as -? That’s currently working as designed - you might want to ensure that these fields always have a value (in text fields `` `` is a value!).

Variable Categories

Konfiguration

Bemerkung

Wenn Sie Variablen vermissen oder sich nicht sicher sind, ob diese wie erwartet funktionieren, fragen Sie gern in unserer Community nach.

Unten finden Sie konfigurationsbezogene Variablen. Diese beinhalten nützliche Informationen zur Konfigurationen die in z.B. Triggern zum Anzeigen notwendiger Informationen für die Kunden genutzt werden können.

The below list gives you an example what kind of data you can expect, it’s not intended to explain the data itself.

Konfigurations-Variablen

Name	Variable	Beispiel
Konfiguration > Vollständig qualifizierter Domänenname	#{config.fqdn}	zammad.example.com
Konfiguration > Ticket-Hook	#{config.ticket_hook}	Ticket#
Konfiguration > HTTP-Typ	#{config.http_type}	https oder http
Konfiguration > System-ID	#{config.system_id}	31 (Wert zwischen 1 und 99)
Konfiguration > Organisation	#{config.organization}	Zammad GmbH Wert wird unter Branding gesetzt
Konfiguration > Produktname	#{config.product_name}	Helpdesk Wert wird unter Branding gesetzt

Aktueller Benutzer

Bemerkung

Wenn Sie Variablen vermissen oder sich nicht sicher sind, ob diese wie erwartet funktionieren, fragen Sie gern in unserer Community nach.

Variablen für den aktuellen Benutzer geben immer die Werte zurück, die den z.B. Trigger ausgelöst haben.

Bemerkung

Bedingt durch den obigen Fakt, sind diese Variablen oft (noch nicht) gesetzt oder zur Nutzung verfügbar.

In situations where e.g. schedulers or triggers run, this most likely is nothing you want to use.

Aktueller Benutzer-Variablen

Name	Variable	Beispiel
Aktueller Benutzer > Web	#{user.web}	https://zammad.org oder leer wenn nicht gesetzt
Aktueller Benutzer > VIP	#{user.vip}	false oder true
Aktueller Benutzer > Aktualisiert von > Web	#{user.updated_by.web}	https://zammad.org oder leer wenn nicht gesetzt
Aktueller Benutzer > Aktualisiert von > VIP	#{user.updated_by.vip}	false oder true
Aktueller Benutzer > Aktualisiert von > Telefon	#{user.updated_by.phone}	004930123456789 oder leer wenn nicht gesetzt
Aktueller Benutzer > Aktualisiert von > Notiz	#{user.updated_by.note}	Eine Notiz zu diesem Benutzer oder leer wenn nicht gesetzt
Aktueller Benutzer > Aktualisiert von > Mobil	#{user.updated_by.mobile}	0049176123456789 oder leer wenn nicht gesetzt
Aktueller Benutzer > Aktualisiert bei > Login	#{user.updated_by.login}	jdoe
Aktueller Benutzer > Aktualisiert von > Nachname	#{user.updated_by.lastname}	Doe oder leer wenn nicht gesetzt
Aktueller Benutzer > Aktualisiert von > Vorname	#{user.updated_by.firstname}	John oder leer wenn nicht gesetzt
Aktueller Benutzer > Aktualisiert von > Fax	#{user.updated_by.fax}	004930123464789 oder leer wenn nicht gesetzt
Aktueller Benutzer > Aktualisiert von > Email	#{user.updated_by.email}	jdoe@kunde.tld
Aktueller Benutzer > Aktualisiert von > Abteilung	#{user.updated_by.department}	Verkauf oder leer wenn nicht gesetzt
Aktueller Benutzer > Aktualisiert von > Adresse	#{user.updated_by.address}	Irgendeine Straße 1, 12345 Berlin oder leer wenn nicht gesetzt
Aktueller Benutzer > Aktualisiert am	#{user.updated_at}	2019-10-07 16:25:00 UTC
Aktueller Benutzer > Telefon	#{user.phone}	004930123456789 oder leer wenn nicht gesetzt
Aktueller Benutzer > Organisation > Geteilte Organisation	#{user.organization.shared}	true oder false
Aktueller Benutzer > Organisation > Notiz	#{user.organization.note}	A note to the organization of the user or empty if not set
Aktueller Benutzer > Organisation > Name	#{user.organization.name}
Aktueller Benutzer > Organisation > Domain basierte Zuordnung	#{user.organization.domain_assignment}
Aktueller Benutzer > Organisation > Domain	#{user.organization.domain}	Zammad GmbH oder leer wenn nicht gesetzt
Aktueller Benutzer > Notiz	#{user.note}	Eine Notiz zu diesem Benutzer oder leer wenn nicht gesetzt
Aktueller Benutzer > Mobil	#{user.mobile}	0049176123456789 oder leer wenn nicht gesetzt
Aktueller Benutzer > Login	#{user.login}	jdoe
Aktueller Benutzer > Nachname	#{user.lastname}	Doe oder leer wenn nicht gesetzt
Aktueller Benutzer > Vorname	#{user.firstname}	John oder leer wenn nicht gesetzt
Aktueller Benutzer > Fax	#{user.fax}	004930123464789 oder leer wenn nicht gesetzt
Aktueller Benutzer > Email	#{user.email}	jdoe@kunde.tld
Aktueller Benutzer > Abteilung	#{user.department}	Verkauf oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt von > Web	#{user.created_by.web}	https://zammad.org oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt von > VIP	#{user.created_by.vip}	true oder false
Aktueller Benutzer > Erstellt von > Telefon	#{user.created_by.phone}	004930123456789 oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt von > Notiz	#{user.created_by.note}	Eine Notiz zu diesem Benutzer oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt von > Mobil	#{user.created_by.mobile}	0049176123456789 oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt von > Login	#{user.created_by.login}	jdoe
Aktueller Benutzer > Erstellt von > Nachname	#{user.created_by.lastname}	Doe oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt von > Vorname	#{user.created_by.firstname}	John oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt von > Fax	#{user.created_by.fax}	004930123464789 oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt von > Email	#{user.created_by.email}	jdoe@kunde.tld
Aktueller Benutzer > Erstellt von > Abteilung	#{user.created_by.department}	Verkauf oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt von > Adresse	#{user.created_by.address}	Irgendeine Straße 1, 12345 Berlin oder leer wenn nicht gesetzt
Aktueller Benutzer > Erstellt am	#{user.created_at}	2019-10-07 16:25:00 UTC
Aktueller Benutzer > Adresse	#{user.address}	Irgendeine Straße 1, 12345 Berlin oder leer wenn nicht gesetzt

Artikel

Bemerkung

Wenn Sie Variablen vermissen oder sich nicht sicher sind, ob diese wie erwartet funktionieren, fragen Sie gern in unserer Community nach.

Below you can find all available ticket article-based variables within Zammad. These can be called via Triggers for example. If you’re unsure if Zammad does support variables at the point you’re at, you can try to type :: to check.

The below list gives you an example what kind of data you can expect, it’s not intended to explain the data itself.

Artikel-Variablen

Name	Variable	Beispiel
Artikel > Aktualisiert von > Web	#{article.updated_by.web}	https://zammad.com oder leer wenn nicht im Benutzerobjekt gesetzt
Artikel > Aktualisiert von > VIP	#{article.updated_by.vip}	true oder false
Artikel > Aktualisiert von > Telefon	#{article.updated_by.phone}	+4930123456789 oder leer wenn nicht im Benutzerobjekt gesetzt
Artikel > Aktualisiert von > Notiz	#{article.updated_by.note}	Eine Notiz über den Benutzer oder leer wenn nicht am Benutzerobjekt gesetzt
Artikel > Aktualisiert von > Mobil	#{article.updated_by.mobile}	+4930123456789 oder leer wenn nicht im Benutzerobjekt gesetzt
Artikel > Aktualisiert von > Login	#{article.updated_by.login}	jdoe
Artikel > Aktualisiert von > Nachname	#{article.updated_by.lastname}	Doe oder leer wenn nicht gesetzt
Artikel > Aktualisiert von > Vorname	#{article.updated_by.firstname}	Joe oder leer wenn nicht gesetzt
Artikel > Aktualisiert von > Fax	#{article.updated_by.fax}	+4930123456789 oder leer wenn nicht im Benutzerobjekt gesetzt
Artikel > Aktualisiert von > Email	#{article.updated_by.email}	jdoe@example.com
Artikel > Aktualisiert von > Abteilung	#{article.updated_by.department}	Sales oder leer wenn nicht am Benutzerobjekt gesetzt
Artikel > Aktualisiert von > Adresse	#{article.updated_by.address}	Irgendeine Straße 1, 12345 Berlin oder leer wenn nicht am Benutzerobjekt gesetzt
Artikel > Aktualisiert	#{article.updated_at}	2019-10-08 15:24:47 UTC
Artikel > Typ > Name	#{article.type.name}	email (Liste der Artikeltypen)
Artikel > An	#{article.to}	helpdesk@example.com
Artikel > Ticket-ID	#{article.ticket_id}	1 (nicht Ticketnummer)
Artikel > Betreff	#{article.subject}	Mein tolles Betreff
Artikel > Sender > Name	#{article.sender.name}	Customer, Agent oder System
Artikel > Sichtbarkeit	#{article.internal}	false oder true (false wenn nicht intern)
Artikel > Von	#{article.from}	Joe Doe <jdoe@example.com> kann abweichen, kommt auf FROM der gesendeten E-Mail an
Artikel > Erstellt von > Web	#{article.created_by.web}	https://zammad.com oder leer wenn nicht im Benutzerobjekt gesetzt
Artikel > Erstellt von > VIP	#{article.created_by.vip}	true oder false
Artikel > Erstellt von > Telefon	#{article.created_by.phone}	+4930123456789 oder leer wenn nicht im Benutzerobjekt gesetzt
Artikel > Erstellt von > Notiz	#{article.created_by.note}	Eine Notiz über den Benutzer oder leer wenn nicht am Benutzerobjekt gesetzt
Artikel > Erstellt von > Mobil	#{article.created_by.mobile}	+4930123456789 oder leer wenn nicht im Benutzerobjekt gesetzt
Artikel > Erstellt von > Login	#{article.created_by.login}	jdoe
Artikel > Erstellt von > Nachname	#{article.created_by.lastname}	Doe oder leer wenn nicht gesetzt
Artikel > Erstellt von > Vorname	#{article.created_by.firstname}	Joe oder leer wenn nicht gesetzt
Artikel > Erstellt von > Fax	#{article.created_by.fax}	+4930123456789 oder leer wenn nicht im Benutzerobjekt gesetzt
Artikel > Erstellt von > Email	#{article.created_by.email}	jdoe@example.com
Artikel > Erstellt von > Abteilung	#{article.created_by.department}	Sales oder leer wenn nicht am Benutzerobjekt gesetzt
Artikel > Erstellt von > Adresse	#{article.created_by.address}	Irgendeine Straße 1, 12345 Berlin oder leer wenn nicht am Benutzerobjekt gesetzt
Artikel > Erstellt	#{article.created_at}	2019-10-08 15:24:47 UTC
Artikel > CC	#{article.cc}	jdoe@example.com, firma@example.com
Artikel > Text	#{article.body}	Test ohne Formatierung
Artikel-Text als HTML (nicht referenziert)	#{article.body_as_html}	Test mit Formatierung
Ticket > Artikel#	#{ticket.article_count}	1 Anzahl der Ticket-Artikel

Ticket

Bemerkung

Wenn Sie Variablen vermissen oder sich nicht sicher sind, ob diese wie erwartet funktionieren, fragen Sie gern in unserer Community nach.

Unten finden Sie alle verfügbaren ticketbasierten Variablen in Zammad. Diese können zum Beispiel in Triggern aufgerufen werden. Wenn Sie unsicher sind, welche Variablen an diesem Punkt unterstützt, tippen Sie einfach :: zum Prüfen.

The below list gives you an example what kind of data you can expect, it’s not intended to explain the data itself.

Ticket-Variablen

Name	Variable	Beispiel
Ticket > Aktualisiert von > Web	#{ticket.updated_by.web}	https://zammad.org oder leer wenn nicht gesetzt
Ticket > Aktualisiert von > VIP	#{ticket.updated_by.vip}	false oder true
Ticket > Aktualisiert von > Telefon	#{ticket.updated_by.phone}	004930123456789 oder leer wenn nicht gesetzt
Ticket > Aktualisiert von > Notiz	#{ticket.updated_by.note}	Eine Notiz zu diesem Benutzer oder leer wenn nicht gesetzt
Ticket > Aktualisiert von > Mobil	#{ticket.updated_by.mobile}	0049176123456789 oder leer wenn nicht gesetzt
Ticket > Aktualisiert von > Login	#{ticket.updated_by.login}	jdoe
Ticket > Aktualisiert von > Nachname	#{ticket.updated_by.lastname}	Doe oder leer wenn nicht gesetzt
Ticket > Aktualisiert von > Vorname	#{ticket.updated_by.firstname}	John oder leer wenn nicht gesetzt
Ticket > Aktualisiert von > Fax	#{ticket.updated_by.fax}	004930123464789 oder leer wenn nicht gesetzt
Ticket > Aktualisiert von > Email	#{ticket.updated_by.email}	jdoe@kunde.tld
Ticket > Aktualisiert von > Abteilung	#{ticket.updated_by.department}	Verkauf oder leer wenn nicht gesetzt
Ticket > Aktualisiert von > Adresse	#{ticket.updated_by.address}	Irgendeine Straße 1, 12345 Berlin oder leer wenn nicht gesetzt
Ticket > Aktualisiert am	#{ticket.updated_at}	2019-10-07 16:25:00 UTC
Ticket > Titel	#{ticket.title}	My amazing Subject (normally subject, can be edited within Interface and thus differ)
Ticket > erfasste Zeit	#{ticket.time_unit}	1, 2.75 oder leere Ausgabe
Ticket > Schlagworte	#{ticket.tags}	Derzeit nicht verfügbar, siehe Issue 2769
Ticket > Status > Name	#{ticket.state.name}	new, open, …
Ticket > Priorität > Name	#{ticket.priority.name}	2 normal
Ticket > warten bis	#{ticket.pending_time}	2019-10-07 16:25:00 UTC oder leer wenn nicht gesetzt
Ticket > Besitzer > Web	#{ticket.owner.web}	https://zammad.com oder leer wenn nicht gesetzt
Ticket > Besitzer > VIP	#{ticket.owner.vip}	false oder true
Ticket > Besitzer > Telefon	#{ticket.owner.phone}	004930123456789 oder leer wenn nicht gesetzt
Ticket > Besitzer > Notiz	#{ticket.owner.note}	Eine Notiz zu diesem Benutzer oder leer wenn nicht gesetzt
Ticket > Besitzer > Mobil	#{ticket.owner.mobile}	0049176123456789 oder leer wenn nicht gesetzt
Ticket > Besitzer > Login	#{ticket.owner.login}	agent
Ticket > Besitzer > Nachname	#{ticket.owner.lastname}	Mustermann oder leer wenn nicht gesetzt
Ticket > Besitzer > Vorname	#{ticket.owner.firstname}	Max oder leer wenn nicht gesetzt
Ticket > Besitzer > Fax	#{ticket.owner.fax}	004930123456789 oder leer wenn nicht gesetzt
Ticket > Besitzer > Email	#{ticket.owner.email}	agent@firma.tld oder leer wenn nicht gesetzt
Ticket > Besitzer > Abteilung	#{ticket.owner.department}	Support oder leer wenn nicht gesetzt
Ticket > Besitzer > Adresse	#{ticket.owner.address}	Irgendeine Straße 1, 12345 Berlin oder leer wenn nicht gesetzt
Ticket > Organisation > geteilte Organisation	#{ticket.organization.shared}	false oder true
Ticket > Organisation > Notiz	#{ticket.organization.note}	A note to the organization of the user or empty if not set
Ticket > Organisation > Name	#{ticket.organization.name}	Zammad GmbH oder leer wenn nicht gesetzt
Ticket > Organisation > Domain basierte Zuordnung	#{ticket.organization.domain_assignment}	false oder true
Ticket > Organisation > Domain	#{ticket.organization.domain}	domain.tld oder leer wenn nicht gesetzt
Ticket > #	#{ticket.number}	31001, 201910731001, …
Ticket > letzter Kontakt (Kunde)	#{ticket.last_contact_customer_at}	2019-10-07 16:25:00 UTC or empty if not applicable yet (Please note Ticket last contact behaviour Settings for this)
Ticket > letzter Kontakt	#{ticket.last_contact_at}	2019-10-07 16:25:00 UTC
Ticket > letzter Kontakt (Agent)	#{ticket.last_contact_agent_at}	2019-10-07 16:25:00 UTC or empty if not applicable yet
Ticket > Gruppe > Notiz	#{ticket.group.note}	Notiz über diese Gruppe
Ticket > Gruppe > Name	#{ticket.group.name}	Verkauf
Ticket > Gruppe > Nachfrage möglich	#{ticket.group.follow_up_possible}	no or yes
Ticket > Gruppe > Zuweisung bei Nachfrage	#{ticket.group.follow_up_assignment}	false oder true
Ticket > Gruppe > Zeitliche Zuweisungsüberschreitung	#{ticket.group.assignment_timeout}	20 or empty if not configured
Ticket > Erste Reaktion	#{ticket.first_response_at}	2019-10-07 16:25:00 UTC or empty if not applicable yet
Ticket > Eskalation am	#{ticket.escalation_at}	2019-10-07 16:25:00 UTC or empty if not applicable
Ticket > Kunde > Web	#{ticket.customer.web}	https://zammad.org oder leer wenn nicht gesetzt
Ticket > Kunde > VIP	#{ticket.customer.vip}	false oder true
Ticket > Kunde > Telefon	#{ticket.customer.phone}	004930123456789 oder leer wenn nicht gesetzt
Ticket > Kunde > Notiz	#{ticket.customer.note}	Eine Notiz zu diesem Benutzer oder leer wenn nicht gesetzt
Ticket > Kunde > Mobil	#{ticket.customer.mobile}	0049176123456789 oder leer wenn nicht gesetzt
Ticket > Kunde > Login	#{ticket.customer.login}	jdoe
Ticket > Kunde > Nachname	#{ticket.customer.lastname}	Doe oder leer wenn nicht gesetzt
Ticket > Kunde > Vorname	#{ticket.customer.firstname}	Joe oder leer wenn nicht gesetzt
Ticket > Kunde > Fax	#{ticket.customer.fax}	004930123456789 oder leer wenn nicht gesetzt
Ticket > Kunde > Email	#{ticket.customer.email}	jdoe@kunde.tld
Ticket > Kunde > Abteilung	#{ticket.customer.department}	Verkauf oder leer wenn nicht gesetzt
Ticket > Kunde > Adresse	#{ticket.customer.address}	Irgendeine Straße 1, 12345 Berlin oder leer wenn nicht gesetzt
Ticket > Erstellt von > Web	#{ticket.created_by.web}	https://zammad.org oder leer wenn nicht gesetzt
Ticket > Erstellt von > VIP	#{ticket.created_by.vip}	false oder true
Ticket > Erstellt von > Telefon	#{ticket.created_by.phone}	004930123456789 oder leer wenn nicht gesetzt
Ticket > Erstellt von > Notiz	#{ticket.created_by.note}	Eine Notiz zu diesem Benutzer oder leer wenn nicht gesetzt
Ticket > Erstellt von > Mobil	#{ticket.created_by.mobile}	0049176123456789 oder leer wenn nicht gesetzt
Ticket > Erstellt von > Login	#{ticket.created_by.login}	jdoe
Ticket > Erstellt von > Nachname	#{ticket.created_by.lastname}	Doe oder leer wenn nicht gesetzt
Ticket > Erstellt von > Vorname	#{ticket.created_by.firstname}	Joe oder leer wenn nicht gesetzt
Ticket > Erstellt von > Fax	#{ticket.created_by.fax}	004930123456789 oder leer wenn nicht gesetzt
Ticket > Erstellt von > Email	#{ticket.created_by.email}	jdoe@kunde.tld
Ticket > Erstellt von > Abteilung	#{ticket.created_by.department}	Verkauf oder leer wenn nicht gesetzt
Ticket > Erstellt von > Adresse	#{ticket.created_by.address}	Irgendeine Straße 1, 12345 Berlin oder leer wenn nicht gesetzt
Ticket > Erstellt am	#{ticket.created_at}	2019-10-07 16:25:00 UTC
Ticket > Schließzeit	#{ticket.close_at}	2019-10-07 17:25:00 UTC
Ticket > Artikel#	#{ticket.article_count}	3, any number of articles existing in the ticket right now

Wait, what about custom objects?

Good point! Of course, we can’t predict what objects you might create, but we can give you a hint on how to put the puzzle together to get your custom values.

For this, we’ll talk about the inner part of the variable (so everything within #{}), please put the outer part around to have a valid variable. The first part of the variable name consist of the object type. Currently these are:

• Ticket (ticket)

• Benutzer (user)

• Organisation (organization)

• Gruppe (group)

The second part is the name of the object. This is the name you define during object creation and can be found within the object menu at any time. The first and second part of a variable is divided by a point, e.g.: ticket.number which will in total be #{ticket.number}.

Now, in some situations it’s possible that you’ll need to use a third part. The best example for such a situation would be a select or tree-select field which will by default return the key value, not it’s display name. For this, just extend your variable with .value. This will result in #{ticket.select.value}.

Übersetzungen

Translations of Zammad are processed centrally on our Weblate instance. This allows non development people to review and update translation strings of the language they actually speak.

Your language is in an incomplete translation state or has typos? Please consider helping us sorting this out! All you need is either a GitHub account or register directly on our instance.

Hinweis

Schon gewusst?

Dort können auch Übersetzungen für die Dokumentation gepflegt werden. 🤓

---

Apart from these centralized translations, there’s still local translations you can manage. This is relevant if you added custom objects that require translations or even states.

Warnung

You can no longer synchronize these translations upstream like prior Zammad 5.1.

How do I get the most recent translations?

Because of how Zammad ships translations, the only way to update the central translations is to update your Zammad installation. The benefit of this is that you no longer need internet access during a Zammad upgrade as the package has everything it requires already.

But… I have custom objects?!

No problem at all! If you can’t find the strings of your objects already within the translation list, please ensure to add the translation strings to your installation.

Now you can translate your objects as needed.

So how does this local translation work?

Within the translation menu, look up the string you’re searching for and update its target as designed. As soon as you leave the target input field, the change will be saved.

Such locally translated strings are slightly highlighted and come with a „Reset“ action.

The translation strings shown by Zammad are always those of the profile language you’ve chosen. If you need to translate a different language, change the language in your profile settings up front.

Hinweis

Due to caching you may have to reload your browser session to see the changes.

Yes, these changes are update safe!

Reverting to original translations

If you want to reset all translation changes on your instance, use the red „Reset“ button on the upper right of the translation management.

In case you just intend to reset a specific translation, lookup the translation string and use the „reset“ action.

Data Privacy

For compliance with GDPR and other data privacy laws, you may wish to permanently delete users from the system, along with all of their associated tickets.

The user deletion dialog lists some of the tickets that will be removed from the system along with the user.

Bemerkung

🤔 Huh? I don’t see the Data Privacy panel…

Access to this panel requires admin.data_privacy permissions (introduced in Zammad 3.5).

On older systems that have not been updated yet, customers can also be deleted via the Zammad console.

Deleting Users

Warnung

💣 All deletions are FINAL!

Once you click “Delete”, the action cannot be cancelled or undone.

Any time you delete a user, all their tickets will be deleted, as well. It is not possible to delete a user and still keep their tickets.

Bemerkung

🙅 The following records cannot be deleted:

• your own account

• the system’s last remaining administrator account

Step 1: Find a user / confirm deletion

There are three ways to access the user deletion dialog:

from the user’s profile

Click Action > Delete.

in the “Manage > Users” Admin Panel

Use the ⋮ Actions menu for the target user.

in the “System > Data Privacy” Admin Panel

Use the New Deletion Task button. Search for users by name or email address.

Hinweis

👥 You can delete organizations, too.

If the customer you are deleting is the last user in their organization, a Delete Organization? option will be displayed in the user deletion dialog:

(If this option does not appear, make sure there are no pending deletion tasks for other customers from this organization.)

Step 2: Monitor deletion job status

It may take up to ten minutes for the system to process your request, so for each user you delete, a “deletion task” is added to the queue. You can keep an eye on the status of these tasks in two places:

in the Activity Stream

For each deleted user, the Activity Stream will be updated twice—once when the task is created, and once when it’s complete.

Hinweis

These notifications are only visible to users with admin.data_privacy permissions.

in the “System > Data Privacy” Admin Panel

Regelmäßige gestellte Fragen

🤓 What happens if I receive an email from a deleted customer?

Zammad erstellt automatisch einen neuen Benutzer-Account wann immer es eine Nachricht von unbekannten E-Mail-Adressen erhält - das betrifft auch gelöschte Benutzer. Gelöschte Nutzer werden niemals vom Erstellen neuer Tickets abgehalten.

In the unlikely event that you receive an email between the time that you click “Delete” and the system has processed your request, that ticket will be automatically removed. The ticket number for the lost ticket will be displayed in the Admin Panel under System > Data Privacy > Completed Tasks > Delete User > Deleted Tickets.

🤔 What about user information stored in internal notes or other messages?

The deletion process removes user accounts and associated tickets only.

If there are references to a user’s name or information stored elsewhere in the system, that information will not be removed because there is no way to safely determine if it actually describes the user in question.

😵 I deleted an user and can still see a message they sent!

Tickets can only belong to a single customer, but may contain messages (“articles”) from many people. If you deleted a user but you’re still seeing articles they sent, don’t worry—those articles are for a ticket that belongs to someone else, and no longer contain any reference to the sender’s identity.

🚮 I removed a customer, now my reporting is off!

When removing users and their tickets, all references are removed. This also affects e.g. Reporting - these information are lost.

Maintenance

Zammad comes with a maintenance mode that you can use for e.g. updating the instance or changing settings while restricting availability and functions.

Mode

The mode setting allows you to enable or disable the maintenance mode.

Defaults to off.

The maintenance mode will restrict access to administrative roles only. This means agents and customers are logged off.

@Login

This setting allows you to provide a login message within a green banner above the login screen. Click into the green banner in the settings page to adjust your message. To activate the message, activate the @Login setting.

Message

Send an informative message to all active sessions. This comes handy to inform your agents e.g. about mayor outages or to force reloads after configuration changes.

Titel

This is the messages title (slightly bigger than the normal message).

Message

The text you want to provide to your logged in sessions.

Applikation neu laden

Selecting this option will change the message acceptance button from Close (with nothing happening) to Continue session, which forces the application to reload.

Warnung

If you have customers that are logged in to Zammad, they’ll also be notified if they’re active in that moment.

Example without reload applicationExample with reload application

Message setting within Zammad’s admin settings without ticket reload application setting.

The modal all other active sessions will see upon pressing Send to clients.

X

Monitoring (Überwachung)

Please note: This is only available in self hosted instances, as we’re monitoring hosted instances and fix problems.

On the monitoring page you can see the current health state of Zammad. This can be useful if you for example have the feeling that you don’t receive emails anymore, you can take a look here before logging onto your Server.

Besides the optical state of an event, you can also reset the access token for this module and get the monitoring URL for a monitoring system of your choice.

Example output to this can be:

Everything is OK (refer to image 2 for interface example):

{"healthy"=>true, "message"=>"success", "token"=>"2432XXXXXXXXXXXXXXXXXXXXXX1761"}

Zammad has issue (whatever nature, refer to image 2 for interface example):

{"healthy":false,"message":"Channel: Twitter::Account in key:{\"id\"=\XXXXXXXXXXXXXXXXX, \"screen_name\"=\u003e\"Name\", \"name\"=\u003e\"Somewhat name\"}; Can't use stream for channel (42): #\u003cJSON::ParserError: 765: unexpected token at 'The Site Streams and User Streams endpoints have been turned off. Please migrate to alternate APIs. See https://t.co/usss'\u003e","issues":["Channel: Twitter::Account in key:{\"id\"=\XXXXXXX, \"screen_name\"=\u003e\"Name\", \"name\"=\u003e\"Somename\"}; Can't use stream for channel (42): #\u003cJSON::ParserError: 765: unexpected token at 'The Site Streams and User Streams endpoints have been turned off. Please migrate to alternate APIs. See https://t.co/usss'\u003e"],"actions":[],"token":"OgitXXXXXXXXXXXXXXXXXXXXXXNxo4ptCoQ"}

Packages

That’s the package management-area.

Individual add-ons for Zammad can be installed and managed here.

Sessions

Sessions management allows reviewing currently known user sessions and allows to end these.

Hinweis

This page indirectly is affected by Session Timeout configurations from security settings.

Zammad will provide the following information:

Benutzer

The user account this session entry belongs to. It can be normal if a user has several sessions in the list. This can be due to changed browser information or if you use e.g. single sign on methods where the user does not use the log off button.

Browser

The browser agent communicated to Zammad.

Location

The anticipated location based on the users IP address. Depending on the IP address the result shown may differ. This option depends on Dienste.

The following information can be shown:

IP address

Either if you set Geo IP services to inactive or you’re using internal IP address which do not provide location information.

Country (or Country + City)

If Geo IP services is enabled only. Depends on how detailed the available IP address information are.

Bemerkung

Depending on how long the address is assigned to a specific country the result may differ. Results can be inaccurate - this technically is not an error.

Age

Provides the time when the session initially has been created.

Update

Provides the time the user last used this session to open Zammad. This timestamp is only updated if the user e.g. reloads, not during normal work on tickets.

Hinweis

This timestamp is being used for the session timeout.

Action

Use the delete button to remove a single session on behalf of your user.

Version

Zeigt an, welche Version derzeit auf Ihrer Zammad-Instanz verwendet wird.

Composer Settings

Use the Composer Settings to change the behavior of the new message editor.

Bemerkung

These settings apply on all tickets and to all users across the entire system.

Note - default visibility (default: internal)

This setting decides what the default visbility of note articles is. This affects only notes (default article on ticket answering). The visibility of phone- and email article notes is not affected.

Article - visibility confirmation dialog

This setting allows administrators to enforce a confirmation dialog to agents when they’re trying to change the article visibility from internal to public.

This setting affects all article types within UI, no matter if the article exists already or it’s still a writing draft.

Email - subject field (default: no)

When setting this option to yes, Zammad will also display the subject field when answering via email articles. It doesn’t matter if you click on reply or switch to email article manually.

Warnung

Please note that if set to no, Zammad will automatically use the tickets title as subject!

The subject can differ between title and mail subject if choosing yes.

Email - full quote (default: no)

Setting this option to yes will always add the content of the answered article as quotation below your signature.

Bemerkung

This does not affect the „mark and quote“ functionality, if you mark a text with this setting enabled, we’ll use the marked text as quote instead.

Email - quote header (default: yes)

If you don’t want Zammad to add the date, time and name or the article you’re quoting, set this to no.

Example: On Thursday, June 27, 2019, 3:37:11 PM, Jacob Smith wrote:

Twitter - tweet initials (default: yes)

When set to yes, this will add /CM (first character of first- and last name) to the bottom of every tweet answer you create. This only affects tickets that come from the Twitter Channel.