Zammad

Create a new support group in Zammad to route tickets to the right team or channel.

Remove a Zammad group that's no longer in use, keeping your routing table clean and accurate.

Retrieve the full details of a specific Zammad group — name, members, email alias, and assignment settings.

List all Zammad groups to audit routing configuration, build dashboards, or validate team coverage across channels.

Modify an existing Zammad group's name, email alias, members, or assignment settings without recreating it.

Retrieve the profile of the currently authenticated Zammad user — useful for confirming agent identity before taking write actions.

Open a new Zammad support ticket with title, group assignment, priority, and customer details from any upstream event.

Retrieve a specific Zammad ticket by ID, including its full article thread, current state, priority, group, and SLA timestamps.

List multiple Zammad tickets filtered by group, state, priority, or assignee to power dashboards, batch processing, and weekly digests.

Modify an existing Zammad ticket's state, priority, group assignment, owner, or tags without creating a new ticket.

Permanently remove a Zammad ticket — use only for test data, duplicates, or spam, with an identity check before executing.

Post a new article — a customer reply, internal note, or email — on an existing Zammad ticket, with control over visibility and channel.

Retrieve a specific article from a Zammad ticket — a customer reply, agent note, or email — by article ID.

List all articles on a Zammad ticket to read the full conversation thread and analyse the communication history.

Create a new organization record in Zammad, linking multiple customers under a shared account for grouped ticket visibility and SLA management.

Retrieve a Zammad organization record to read its account details, linked users, and configured SLA tier before routing or updating a ticket.

List all Zammad organizations to audit account configurations, identify high-ticket-volume accounts, or validate CRM sync completeness.

Modify a Zammad organization's name, domain, SLA tier, or note field to keep the account record accurate as customer details change.

Create a new customer or agent user account in Zammad, linking them to an organization and setting the correct role and contact details.

Full-text search across all Zammad tickets by keyword, state, group, date range, or customer to surface specific records without knowing the ticket ID.

Fires when a new ticket is opened in Zammad, regardless of the channel — email, chat, phone, or API.

Fires whenever a ticket's state, priority, group, or owner changes in Zammad, letting the agent react to any meaningful progress event.

Fires when a Zammad ticket reaches the closed state, enabling CSAT collection, knowledge-base updates, and post-resolution workflows.

Fires when a new article — customer reply, agent note, or email — is added to an existing Zammad ticket.

Fires when a new support group is created in Zammad, enabling automated provisioning of related resources across your stack.

Fires when a new user account is created in Zammad — either a customer or an agent — enabling automated welcome flows and CRM sync.

Fires when a Zammad ticket's SLA response deadline is within the configured warning window, enabling pre-breach escalation workflows.