> For the complete documentation index, see [llms.txt](https://docs.ilert.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ilert.com/integrations/inbound-integrations/zammad.md).
# Zammad Inbound Integration
With ilert's integration you can easily connect Zammad with ilert, create alerts from tickets and vice versa.
[Zammad](https://zammad.com/en) is an open-source helpdesk and customer support platform designed to help businesses manage communications and interactions with their customers.
## In ilert: Create a Zammad alert source
1. Go to **Alerting** → **Alert sources** and click **Create new alert source**.
2. Search for **Zammad**, click its tile, and click **Next**.
3. Give your alert source a name, optionally assign teams, and click **Next**.
4. Choose who gets notified: select **Use existing escalation policy** and pick a policy, or **Generate new escalation policy** to start with a basic one that notifies you first. Click **Next**.
Pick an existing escalation policy, or generate a basic one without leaving the wizard.
5. Select **Default grouping** and click **Continue setup**. It groups events by the alert key the integration sets; the other [grouping options](/alerting/configure-alerting/alert-sources.md#event-grouping) are easier to judge once events are arriving.
6. The next page shows more settings, such as notification priority and alert templates. Click **Finish setup** for now; you can change them later.
7. On the final page, ilert shows the integration key and URL for this alert source. You will need them later in this guide.
## In Zammad: Create ticket triggers
1. Go to Zammad and then to **Trigger**
2. Click on **New Trigger.** On the modal window, in the **Conditions for effected objects** section choose the condition **State is new,** name the trigger e.g. **ilert Trigger - New Ticket** , in the **Execute changes on object** section choose **Webhook** and paste the **Webhook URL** that you generated in ilert then click on **Submit**
3. Click on **New Trigger.** On the modal window, in the **Conditions for effected objects** section choose the condition **State is open,** name the trigger e.g. **ilert Trigger - Open Ticket** , in the **Execute changes on object** section choose **Webhook** and paste the **Webhook URL** that you have generated in ilert and then click on **Submit**
4. Click on **New Trigger.** On the modal window, in the **Conditions for effected objects** section choose the condition **Owner has changed,** name the trigger e.g. **ilert Trigger - Owner changed** , in the **Execute changes on object** section choose **Webhook** and paste the **Webhook URL** that you have generated in ilert and then click on **Submit**
5. Click on **New Trigger.** On the modal window, in the **Conditions for effected objects** section choose the condition **State has changed,** name the trigger e.g. **ilert Trigger - Ticket changed** , in the **Execute changes on object** section choose **Webhook** and paste the **Webhook URL** that you have generated in ilert and then click on **Submit**
Your Zammad triggers are now in place and will trigger appropriate ilert alert actions of your created alert source.
## Mapping of Zammand Ticket Priority to Alert Priority
The Zammad ticket priority is mapped to the ilert alert priority according to the following table:
| Zammand ticket priority | ilert alert priority |
| ----------------------- | -------------------- |
| **High (id: 3)** | High |
| Any other | Low |
## FAQ
### **Will alerts in ilert be resolved automatically?**
Yes
### **Can I connect Zammad with multiple alert sources from ilert?**
Yes, simply create more action sequences in Zammad.
### Will Zammad comments be synced to ilert?
Yes, Zammad comments will automatically be attached to ilert alerts.
## Related articles
{% content-ref url="/pages/-MSwNmR2DUsFeobbmJ4x" %}
[Zammad Outbound Integration](/integrations/outbound-integrations/zammad.md)
{% endcontent-ref %}
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:
```
GET https://docs.ilert.com/integrations/inbound-integrations/zammad.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.
