Zammad

Connect AI agents to Zammad, the open-source helpdesk and customer support system. Agents manage tickets, articles, users, organizations, groups, and tags on a self-hosted or hosted Zammad instance over its REST API.

24 actions available

An inbound event reports a customer issue

Agent finds the customer with Search Users and reads open tickets

Agent opens the case with Create Ticket and the first article

Agent routes it with Update Ticket, setting group, owner, and priority

Agent tags it for reporting with Add Tag

Support team gets the ticket title and customer detail

A support lead approves closing the ticket before the SLA clock stops

What This Integration Enables

An agent can create, get, list, search, update, and delete tickets, and manage the articles that make up the conversation: create an article, get one, and list articles by ticket. Creating a ticket also creates its first article from the body you provide, and article type can be note, email, phone, or web, with internal articles kept visible to agents only. Ticket state and priority accept friendly names or numeric IDs, the group accepts a name or ID, and the customer accepts an email that Zammad auto-creates if unknown. On people and reporting, the agent creates, reads, lists, searches, and updates users, reads the current user as a connection check, creates, reads, lists, searches, and updates organizations, lists groups, and adds, lists, and removes tags on any object. Dynamic pickers back the group, customer, owner, and state parameters. Zammad exposes no triggers in this integration, so flows start from the systems feeding it: an inbound event, a CRM sync, or a scheduled sweep. This is the surface that lets an agent open and route tickets at scale, while the close that affects SLA still gets a person.

Without FlowRunner

Tickets opened by hand Someone copies each inbound issue into Zammad one at a time

Routing is manual State, priority, group, and owner wait for an agent to work the queue

Tickets closed on autopilot A ticket is closed automatically before the resolution is confirmed

With FlowRunner

Tickets opened on the event Create Ticket posts the customer's message as the first article

Routing runs in the flow The agent sets state, priority, group, and owner as the ticket arrives

Closes are confirmed A lead approves a close before the ticket stops counting against SLA

Use Case Scenarios

Open a Ticket From an Outage

When a [PagerDuty](/integrations/pagerduty) Create Incident fires for a customer-facing outage, the agent uses Search Tickets to find affected open tickets and Create Article to post a status update to each customer. Affected customers hear from support without an agent working the list by hand.

Onboard a Customer Into the Helpdesk

Taking a new lead from [Intercom](/integrations/intercom) Search Contacts, the agent calls Create Organization and Create User to onboard the customer into Zammad, then Create Ticket to open their first support request. The customer exists in the helpdesk before their first real issue.

Alert on High-Priority Tickets

When a high-priority ticket is created or found with Search Tickets, the agent posts to the support team with [Slack](/integrations/slack) Send Message To Channel, attaching the ticket title and customer details, so urgent work is seen immediately.

Human-in-Loop Highlight

Posting an article or setting a tag is safe and the agent does it. Closing a ticket is not, because a close stops the SLA clock and signals the issue is resolved, and closing too early hides a problem that is still open for the customer. So when a flow would set a ticket to closed, the agent stops. It reads the ticket and its articles, then routes the proposed close to a support lead as a [human-in-the-loop](/concepts/human-in-the-loop/) step, showing the ticket title, the customer, the last customer article, and the current state, and asks: "Close ticket #4821 as resolved and stop its SLA timer, or keep it open?" On approval the agent sets the state with Update Ticket. On hold, the ticket stays open and counting. The AI opens, routes, and tags every ticket; the close that stops the clock gets a person.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via preferred channel

Human decides

Agent resumes with decision

Agent Capabilities

24 actions

Tickets

Create Ticket Creates a ticket with a state, priority, group, and customer, posting the body as the first article.
Delete Ticket Deletes a ticket by its ID.
Get Ticket Retrieves a single ticket by its ID, including state, priority, group, owner, and customer.
List Tickets Lists tickets with paging.
Search Tickets Searches tickets with Zammad's full-text query syntax for lookups and reporting.
Update Ticket Updates a ticket's state, priority, group, owner, or customer, changing only the fields you set.

Articles

Create Article Adds an article (note, email, phone, or web) to a ticket, which can be marked internal for agents only.
Get Article Retrieves a single article by its ID.
List Articles By Ticket Lists all articles on a ticket in order, the full conversation history.

Users

Create User Creates a user record with contact and role details.
Get Current User Retrieves the user tied to the token, useful as a connection check.
Get User Retrieves a single user by its ID.
List Users Lists users with paging.
Search Users Searches users with Zammad's full-text query syntax.
Update User Updates a user record, changing only the fields you set.

Organizations

Create Organization Creates an organization to group customers by company.
Get Organization Retrieves a single organization by its ID.
List Organizations Lists organizations with paging.
Search Organizations Searches organizations with Zammad's full-text query syntax.
Update Organization Updates an organization, changing only the fields you set.

Groups

List Groups Lists the groups (owning teams) configured in the instance.

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