Zammad Inbound Integration

Zammad 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 Alert sources --> Alert sources and click on Create new alert source

   
2. Search for Zammad in the search field, click on the Zammad tile and click on Next.

   
3. Give your alert source a name, optionally assign teams and click Next.

4. Select an escalation policy by creating a new one or assigning an existing one.

   
5. Select you Alert grouping preference and click Continue setup. You may click Do not group alerts for now and change it later.

   
6. The next page show additional settings such as customer alert templates or notification prioritiy. Click on Finish setup for now.

7. On the final page, an API key and / or webhook URL will be generated that you will need later in this guide.

   

In Zammad: Create ticket triggers

1. Go to Zammad and then to Trigger

1. 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

1. 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

1. 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

1. 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:

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.

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