# Zammad Inbound Integration
[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 **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](https://docs.ilert.com/alerting/configure-alerting/alert-sources#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**
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="../outbound-integrations/zammad" %}
[zammad](https://docs.ilert.com/integrations/outbound-integrations/zammad)
{% endcontent-ref %}
