Zammad (for Agents)

Jun 19, 2020

 Basics

1 What is a Ticket? 1
1.1 Ticket Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

2 Finding Tickets 3
2.1 Browse for Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
2.2 Search for Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

3 Servicing Tickets 7
3.1 Creating a Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
3.1.1 Filling Out the Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
3.2 Following Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
3.2.1 Responding to Individual Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
3.2.2 Adding New Messages/Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
3.3 Ticket Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3.3.1 Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3.3.2 Owner . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
3.3.3 State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
3.3.4 Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
3.3.5 Tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
3.3.6 Renaming a Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
3.3.7 Highlighting Ticket Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

4 Ticket Actions 19
4.1 Merging Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
4.2 Splitting Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
4.3 Linking Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

5 Tabs 25

6 Working with Text Modules 27

6.1 Text modules on ticket creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
6.2 Customizing text modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

7 Ticket Templates 29

8 Advanced Search 31
8.1 Available attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

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 8.2 Some Ticket attributes and their type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
8.2.1 Ticket attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
8.2.2 Article attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

9 Suggested Workflows 35
9.1 Sharing Work on a Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
9.1.1 How it works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

10 Time Accounting 37

11 Keyboard Shortcuts 39
11.1 Formatting Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

12 Customers 43
12.1 Editing a Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

13 Organizations 47
13.1 Organization Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
13.2 Organization Stats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

14 Checking Your Stats 51

15 Secure Email 53
15.1 What is S/MIME? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
15.2 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
15.2.1 Incoming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
15.2.2 Outgoing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
15.3 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
15.3.1 Incoming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
15.3.2 Outgoing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

16 Live Chat 57
16.1 Creating a Ticket from a Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

17 Caller Log 61

18 Profile & Settings 63

18.1 Profile Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

19 Knowledge Base 67
19.1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
19.1.1 Switching Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
19.2 Editing Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
19.3 Editing Answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

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 CHAPTER 1

What is a Ticket?

In Zammad, tickets are used to track customer service requests. The first time a customer emails you (or the company)
about something, Zammad creates a new ticket. Each message sent between you and the customer is added to that
ticket until the issue is resolved, the customer is happy, and the ticket is finally closed.
So in a basic sense, a ticket is a thread of messages between you and a customer about a single issue.

Fig. 1: A ticket is a thread of messages between a customer and an agent.

Hint: You know you’re doing a great job when you 1) respond to tickets quickly and 2) get them closed in a timely
manner.

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Zammad (for Agents)

Keep an eye on your dashboard to see how well you’re keeping up.

1.1 Ticket Settings

Tickets also have metadata attached to them to make them easier to manage. For instance, tickets have a customer and
(optionally) an agent; they can be open or closed (or even be scheduled for later); they can be organized into groups;
and they can even be flagged for high or low priority.
For the sake of simplicity, we’ll refer to this metadata as the settings of a ticket. All of these settings can be changed
at any time. Each setting is explained in detail here, but for the time being, let’s go over the two most important ones:
Owner (optional) The agent currently assigned to (i.e., responsible for) the ticket.
State Is the customer still waiting on an answer (open), or has the ticket been resolved (closed)?

Note: See Also

For an in-depth discussion of each ticket setting, see the articles below:
• Owner
• State
• Group
• Priority
• Tags

2 Chapter 1. What is a Ticket?

 CHAPTER 2

Finding Tickets

If you plan to work on tickets, you’d better know how to find ’em first.
Read on to learn how to check for new tickets, and dig up old ones.

2.1 Browse for Tickets

Looking for a ticket to work on? Check the overviews menu.

Fig. 1: Click Overviews in the main menu to browse tickets.

Hint: Think of overviews as inboxes, each with a different filter for the tickets it displays.

There are six built-in overviews (Zammad admin may create more with custom-defined filters):
• My assigned tickets (open/pending only)
• Unassigned & Open
• My pending reached tickets (previously marked pending and currently due)

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• Open (system-wide)
• Pending reached (system-wide, previously marked pending and currently due)
• Escalated (system-wide, failing to meet a service-level agreement)

Tip: UI Protip
• Click on column headings to change the display order.
• Click-and-drag column dividers to adjust their width.
• Ticket states are color-coded:

Closed
Postponed (Marked as pending; no immediate action required.)
New / Open (Ready for action.)
Escalated (Requires urgent attention.)

2.2 Search for Tickets

Looking for an archived ticket? Use the search bar.

Fig. 2: Results appear immediately under the search bar as you type.

Hint: It’s not just for tickets! Results cover chat logs, customers, and organizations, too.
Here are just a few of the places the search engine will look:
• message subject/content
• recipient names & email addresses
• text in file attachments (really!)
• user/organization metadata (e.g., notes stored on customer profiles)
You can find a detailed search document in our Advanced Search page.

Tip: UI Protip
Click on column headings to change the display order.

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 Zammad (for Agents)

Fig. 3: For detailed results, click the Show Search Details → link just above the autocomplete list.

2.2. Search for Tickets 5

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6 Chapter 2. Finding Tickets

 CHAPTER 3

Servicing Tickets

This is where you’ll spend the vast majority of your time in Zammad.
Once you get the hang of the tasks below, there’s really not much more to it.

3.1 Creating a Ticket

Zammad does its best to create tickets automatically when new customer issues come your way. But sometimes,
there’s just no way for Zammad to know when an issue arrives – like when a customer calls on the phone.
In these cases, Zammad needs your help to create a new ticket.
An agent can create three types of tickets:
Received Call for issues initiated by a customer over the phone.
Outbound Call for issues initiated by an agent over the phone.
Send Email for issues initiated by an agent over email.

3.1.1 Filling Out the Form

Here’s a quick run-down of each input field in the New Ticket form:
Title The title of the ticket will be used as the subject line for all email correspondences.
Customer When entering a customer, the autocomplete menu searches for email addresses only. You must select
an option from the autocomplete menu, or else create a new customer.
You may not assign a ticket to more than one customer.

Tip: UI Protip
Once a customer has been selected, her profile will be accessible from the ticket pane.

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Fig. 1: Click the button to create a new ticket. The default ticket type is received call.

Fig. 2: Autocomplete can’t find customers by name.

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Text For phone calls, record the details of your conversation. These notes will not be sent to the customer (though he
may be able to see them if he has a Zammad account).
For emails, this is the body of your outgoing message.

Tip: UI Protip
• The message editor supports copying-and-pasting (or dragging-and-dropping) of rich text, images and
file attachments.
• Use the built-in keyboard shortcuts to apply rich text formatting.

Ticket Settings

Note: See Also

For an in-depth discussion of each ticket setting, see the articles below:
• Owner
• State
• Group
• Priority
• Tags

3.1. Creating a Ticket 9

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3.2 Following Up

Generally, “working on existing tickets” means keeping up with a customer correspondence in the thread view. You
can do this by:
• responding to an individual message, or
• adding a message/note to the whole ticket.
Read on to learn more, or skip ahead to find out about managing ticket settings (which is the other half of “working
on existing tickets”).

Fig. 3: Tickets are threads of messages & notes about a customer service issue. Manage a ticket’s settings in the
ticket pane on the right.

Hint: Any time you open a ticket, a new entry will appear in your tab list in the main menu.
Zammad automatically backs up your unsaved changes in all open tabs.

3.2.1 Responding to Individual Messages

Use the reply button under a message to reply to it directly.

Fig. 4: An additional reply all option will appear for email messages with multiple recipients.

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Like with new messages, your response will appear at the end of the thread. Outside of Zammad, however, it will be
delivered on the same channel as the original message (i.e., if the message you replied to was originally a tweet, the
customer will receive your response in a Twitter DM).

Hint: You can also forward messages, just as you would in any email client (attachments are included automati-
cally).
This way, you can share correspondences with people who don’t have Zammad (like a third-party supplier).

Tip: UI Protip
Click on a message to see detailed information about it.

3.2.2 Adding New Messages/Notes

Click on the text field at the end of the thread to add a follow-up.

Fig. 5: The default follow-up type is “note”. Click the to select another type.

There are three types of follow-ups:

Note Jot down a reminder for yourself and other agents when new information comes in (hidden from
the customer by default).
Call Record a summary of a phone call you had with the customer.
Email Send an email to anyone about the ticket. The name of the ticket will be used for the subject line
(click on the title to rename it).

Hint: Click the button to change the visibility of a note or message.

Fig. 6: “Internal” messages are outlined with a salmon border, and can only be viewed by other agents.

Tip: UI Protip

3.2. Following Up 11
Zammad (for Agents)

• The message editor supports copying-and-pasting (or dragging-and-dropping) of rich text, images and file
attachments.
• Use the built-in keyboard shortcuts to apply rich text formatting.

Caution: I’m working here!

Every once in a while, two agents may have the same ticket open at the same time. When this happens, things can
get messy fast: customers may receive conflicting responses on the same issue from both agents; or, changes made
by one agent may be accidentally undone by the other.
To keep things under control, Zammad will alert you to potential conflicts by displaying an avatar in the lower-
lefthand corner for every agent that has that ticket open.
Be sure to communicate with your colleagues to prevent these problems before they arise.

3.3 Ticket Settings

Use the ticket pane to manage a ticket’s settings:

3.3.1 Group

Groups are a form of access control that allows you to dictate which agents are allowed to do what to a given ticket.

What?

Suppose your organization uses Zammad for both sales and customer support. You’ve got ten different agents spread
across two teams, handling dozens of tickets a day.
Without groups, all ten agents can see (and respond to) every single ticket that comes in, regardless of which depart-
ment it’s for. This isn’t problematic per se, but it does lead to a lot of unnecessary clutter in the overviews menu. (It
can be much worse when, for example, a customer service rep sees tickets meant for your HR department, and finds
out how much their colleagues in sales are making! )
If, instead, each agent were assigned to an appropriate group, then they’d only ever see the tickets that belong to their
own group.

Note: So how do I manage which team I’m on?

You don’t – that’s the administrator’s job.
However, you can check which teams you’re on in the Notifications section of your user settings:

So where do I come in?

If you belong to more than one group, you may re-assign a ticket from one of your groups to another. In general,
though, you won’t need to do this unless you’re an admin, or an admin has discussed the procedure with you before-
hand.

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 Zammad (for Agents)

Fig. 8: This user belongs to only one group (“Users”).

3.3.2 Owner

A ticket’s owner is simply the agent that is currently responsible for it.

Whose job is it to assign tickets?

It depends on your organization’s workflow, but in most cases, you will assign tickets to yourself when you choose
an issue to work on from the pool of new tickets.
In principle, any agent may assign a ticket to any other, as long as both have the required privileges for the ticket’s
group.

Why would I want to re-assign a ticket to someone else?

Sometimes, complicated issues will require a ticket to be passed back and forth between multiple agents before it can
be closed. In such cases, a colleague may assign a ticket to you (or vice versa) after it has been partially resolved.

3.3.3 State

The state of a ticket refers to its progress toward completion, and may be one of the following:
• new
• open

3.3. Ticket Settings 13

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• closed
• pending close (i.e., scheduled to automatically close at a later date)
• pending reminder (i.e., hidden, but scheduled to reappear at a later date)

What’s the difference between “new” and “open”?

States do more than just indicate progress: Zammad has a fine-grained time tracking feature (so-called “service-level
agreements”, or SLAs) that uses state information to measure how long it takes for customers to get a response on a
new ticket or get their issues resolved entirely.
On a new ticket, the customer still hasn’t received her first response on the issue.
On an open ticket, the customer has received an initial response, but the issue still hasn’t been resolved.

Note: Tickets in a pending state do not accumulate time toward their SLA limits.
So, for instance, a ticket may be marked pending reminder if it’s waiting on feedback from a third-party supplier who’s
out of town until next week.

3.3.4 Priority

A ticket’s priority is simply a ranking (from 1 to 3) of how urgent or important it is.

But what does it do, and how should I use it?

Out of the box, ticket priority doesn’t actually do anything. However, Zammad administrators can set up all sorts
of automated hooks that fire off based on this value, like:
• service-level agreements,
• triggers, and
• scheduled events.
Priority can also be used as a ticket filter when creating custom overviews.
In other words, consult your administrator for details on how he’d like you to use it.

3.3.5 Tags

Tags are custom-defined labels that can be applied to tickets to make it easier to find them in the future.

Hint: Search for tickets with a given tag with the tags: search filter. For instance, find all tickets with the order
tag by searching for tags: order.

Note: Some options may not be available if you do not have the required privileges.

14 Chapter 3. Servicing Tickets

 Zammad (for Agents)

Fig. 9: Click on a tag name to view other tickets with the same tag.

Fig. 10: Click the → button in the corner to hide the ticket pane. Click the tab to bring it back.

3.3. Ticket Settings 15

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3.3.6 Renaming a Ticket

To rename a ticket, simply click on the title and start typing.

3.3.7 Highlighting Ticket Text

Use the highlighter tool in the upper-righthand corner to mark up important text. (Your highlights are not visible to
other agents.)

Fig. 11: Highlight by selecting text, then clicking the highlighter. Click again to undo.

Tip: UI Protip
Additional actions are available via the submenu:
History See a comprehensive list of updates to the ticket, performed by any user, since its creation.
Merge Migrate all messages/notes to another ticket (see Merging Tickets for details).
Change Customer Reassign the ticket to another customer.

16 Chapter 3. Servicing Tickets

 Zammad (for Agents)

Fig. 12: Click the Ticket heading to access additional actions.

3.3. Ticket Settings 17

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18 Chapter 3. Servicing Tickets

 CHAPTER 4

Ticket Actions

Unlike ticket settings (which are attributes that can be modified), actions are operations that can be performed on a
ticket, usually to facilitate the overall ticket management process.

4.1 Merging Tickets

Sometimes, you may end up with two tickets for the same issue (e.g., because a customer sent you a brand new email
instead of replying to an existing thread).
In such cases, you may want to merge those tickets into one.

Fig. 1: To merge a ticket, access the Ticket submenu in the ticket pane.

Note: Merging a ticket migrates all messages and notes out of the original and into the selected one.

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That is, if you 1) access the merge dialog from Ticket A, and then 2) select Ticket B in the merge dialog (see below),
then Ticket A will be emptied, closed, and linked as a child of Ticket B.

Fig. 2: The merge dialog. Specify a ticket to merge into by ID (1), or select one from the list (2).

4.2 Splitting Tickets

Some tickets may actually encompass more than one issue, or require attention separately from two different depart-
ments (e.g., sales and customer service).
In such cases, you can split off a single message into its own ticket. (Alternately, it may make more sense to simply
take turns on a single ticket instead.)

4.3 Linking Tickets

When tickets about related issues arise (e.g., multiple customer complaints about the same botched shipment), they
can be linked to each other for easier reference.

Tip: Linked tickets may optionally be organized into a parent-child hierarchy.

20 Chapter 4. Ticket Actions

 Zammad (for Agents)

Fig. 3: Click the “split” button to take a message and use it as the starting point for a new ticket.

4.3. Linking Tickets 21

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Fig. 4: When splitting a ticket, the target message is imported into the new ticket dialog. As usual, remember to select
the type (call/email).

22 Chapter 4. Ticket Actions

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Fig. 5: The original ticket is linked to the new one, as seen in the ticket pane.

Fig. 6: Click the Add Link button to access the link dialog.

4.3. Linking Tickets 23

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Fig. 7: The link dialog. Specify a ticket to link with by ID (1), or select one from the list (2).

24 Chapter 4. Ticket Actions

 CHAPTER 5

Tabs

As you click through Zammad, you will see a list of entries appear in the main menu area. These are your open tabs.

Note: You can freely switch between open tabs without losing your work – all unsaved changes are automatically
backed up to the server.

Tip: UI Protip
• Ticket states are color-coded:

Closed
Postponed (Marked as pending; no immediate action required.)
New / Open (Ready for action.)
Escalated (Requires urgent attention.)

• A pulsing dot means that a ticket has new activity since you last viewed it.
• Drag and drop tabs to rearrange them.

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Fig. 1: Tabs appear in the main menu as you visit different parts of the application.
What items open in a new “tab”?

1. Existing tickets

2. New tickets

3. Users

4. Organizations

5. Omnisearch

26 Chapter 5. Tabs
 CHAPTER 6

Working with Text Modules

Zammad offers so-called text modules. Text modules will help you to improve your workflow, as you don’t have to
type your answer on every ticket by hand. You can simply choose a fitting text module and insert it into the E-Mail.
To access available text modules, simply type :: within an article body. If you found the right text module, just press
enter or click with your left mouse and Zammad will insert the modules Text at the place your cursor is.

Tip: You can either scroll through all modules (mouse or direction keys), type the module name or enter a keyword
(if keywords are set).

Note: How come some text modules don’t always appear?

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Text modules can be tied to groups: that is, they only become active once the ticket you’re working on has been
assigned to the appropriate group.

Fig. 1: Text modules are updated immediately when a new group has been selected—no need to click Update.

How do you which groups go with which text modules? Ask your administrator!

6.1 Text modules on ticket creation

You can use text modules on ticket creation as well. On ticket creation, our Ticket Templates might get handy too.

6.2 Customizing text modules

Administrators can learn more about customizing text modules here.

28 Chapter 6. Working with Text Modules

 CHAPTER 7

Ticket Templates

If you find yourself creating lots of tickets with the same basic attributes, use ticket templates to fill them in next time
with a single click.

Fig. 1: Use the ticket pane to load or create ticket templates.

To create a new template, start by filling in a new ticket as usual. Then, instead of submitting the ticket form, use the
template dialog in the ticket pane to enter a name for your new template, and click “Save”.

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The next time you create a ticket, you’ll find your new template in the “Select template” dropdown. Click it to apply
your saved attributes to the new ticket.

Hint: Any template created by any agent will be available to all agents.

30 Chapter 7. Ticket Templates

 CHAPTER 8

Advanced Search

With Zammad, you can limit your search to specific Information. With this you’re able to search tickets with specific
key words and states, enabling you to improve your search results.
For instance, you can search for a specific customer by using:

customer: some name

If you want to search more complex, you can use conditions with () and AND/OR options:

state: open and (from:me OR from:somebody)

8.1 Available attributes

Hint: For a more detailed list of available attributes please take a look into our Zammad Admin-Documentation

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Table 1: Attributes and their usuage

Attribute possible Values Example Description
number 1118566 number:1118566 Search for a Ticketnumber
number:11185*
title some title title:”some title” If you need to use spacings in the search
title:Printer title: phrase, use quotes. Zammad will do a
“some ti*” AND-Search over the given words. You can
also use a single keyword without quotation.
created_at 2018-11-18 created_at:2018- You can either use a simple date, a date-
11-18 range or >now-xh. Please note that the date
created_at:[2018- format needs to be YYYY-MM-DD
11-15 TO
2018-11-18]
created_at:>now-1h
state new open closed state: new state:new You can filter for specific ticket states (and
OR open even combine them with an OR). Please
note that you need to use the english nam-
ings for states, unless you have custom
ticket states defined in your instance.
article_count 5 [5 TO 10] [5 TO *] article_count:5 You can search for Tickets with a specific
[* TO 5] article_count: number of articles (you can even search for
[5 TO 10] arti- everything with 5 or more articles or even
cle_count:[5 TO *] up to 5 articles, if needed).
article_count:[* TO
5]
article.from *bob* article.from:*bob* Show all tickets that contain articles from
“Bob”
article.body heat heat~ article.body:heat ar- First example shows every ticket containing
/joh?n(ath[oa]n)/ ticle.body:heat~ the word “heat” - you can also use the fuzzy
article- operator “~” to search for similar words like
body:/joh?n(ath[oa]n)/ e.g. like “head”. Zammad will also allow
you to use regular expressions, where ever
the attributes allows it.

Hint: Combining search phrases You can combine search phrases by using AND, OR and TO, depending on the
situation and phrases you use. If needed, you can parts of your search phrase for complex searches with (). This
allows you to combine several phrases with different dependencies (AND/OR). In case you receive search results that
you want to exclude, you can use negation !. Below are some examples that you could use with this:

Table 2: Examples for search phrase combinations

Search phrase Description
state:(closed OR open) AND (prior- Show every ticket that state is either closed or open and has priority normal
ity:”2 normal” OR tags:feedback) or the tag feedback.
state:(closed OR open) AND (pri- This gets the same result as above, expect that we don’t want the ticket to
ority:”2 normal” OR tags:feedback) contain anything matching to “Zammad”
AND !(Zammad)
owner.email:[email protected] Show Tickets from [email protected] that are either open or new
AND state:(open OR new)
state:pending* AND arti- Show everything with any pending state and an article count of 1 to 5.
cle_count:[1 TO 5]

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8.2 Some Ticket attributes and their type

Below you can find the most important attributes sorted by ticket and article.

8.2.1 Ticket attributes

• number: string
• title: string
• group: string
• priority: string
• state: string
• organization: string
• owner: object (owner.firstname, owner.lastname, owner.email, . . . )
• customer: object (customer.firstname, customer.lastname, customer.email, . . . )
• first_response_at: timestamp
• first_response_in_min: integer (business min till first response)
• close_at: timestamp
• close_in_min: integer (business min till close)
• last_contact_at: timestamp (last contact by customer or agent)
• last_contact_agent_at: timestamp (last contact by agent)
• last_contact_customer_at: timestamp (last contact by customer)
• create_article_type: string (email|phone|web|. . . )
• create_article_sender: string (Customer|Agent|System)
• article_count: integer
• escalation_at: timestamp
• pending_time: timestamp

8.2.2 Article attributes

• article.from: string
• article.to: string
• article.cc: string
• article.subject: string
• article.body: string
• article.attachment.title: string (filename of attachment)
• article.attachment.content: string (content of attachment)

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• article.attachment.content_type: string (File type e.g. PDF)

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 CHAPTER 9

Suggested Workflows

9.1 Sharing Work on a Ticket

When a ticket is complex enough, it may require attention from more than one agent (or even more than one depart-
ment!).
In these cases, the simplest thing to do is usually just to take turns working on the ticket. (Splitting tickets is another
option, best reserved for when a ticket really encompasses multiple problems, or when taking turns would needlessly
block one agent’s progress.)

Fig. 1: Reassign a ticket (via the Group and Owner settings) to let colleagues know you’re done with your part.

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9.1.1 How it works

Suppose a call comes into the sales department. A sales rep takes the call, creates a ticket, and looks up some prices for
the customer. After recording his notes, the rep then decides that this ticket needs to be passed onto customer service.
Our sales rep can simply un-assign himself has the owner of the ticket and re-assign the ticket to the Customer Service
group. All customer service agents will be notified of the incoming ticket, and the first available agent can assign
herself to pick up where the sales rep left off.

Tip: Be sure to leave notes with as much information as possible for the next agent!

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 CHAPTER 10

Time Accounting

Zammad supports detailed time accounting to help administrators keep track of how much time you spend on any
given ticket, customer or client organization.

Fig. 1: If time accounting is enabled, this dialog will appear each time you update a ticket. Enter how much time you
spent on it (in minutes, or whichever unit of time all your other colleagues are using).

Note: Huh? I don’t see a “Time Accounting” dialog. . .

This feature is optional; if you don’t see it whenever you update a ticket, that means your administrator hasn’t enabled
it yet. Administrators can learn more here.

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38 Chapter 10. Time Accounting

 CHAPTER 11

Keyboard Shortcuts

Zammad supports a wide array of keyboard shortcuts to expedite your workflow as an expert user.

Tip: UI Protip
Click on your avatar at the bottom of the main menu to access the keyboard shortcuts cheat sheet.
Alternately, bring it up with one of the shortcuts below (shortcut-ception!)
• Ctrl + Shift + H (on Windows)
• Ctrl + Shift + H (on Linux)
• Cmd + Ctrl + Shift + H (on macOS)

11.1 Formatting Text

Keyboard shortcuts can be used to apply rich-text formatting in one of two ways:
As-you-type
• Press Cmd + I to enter Italics mode,
• enter your desired text, and
• press Cmd + I again to return to normal text mode.
All-at-once
• Enter your desired text,
• click-and-drag with the mouse to select it, and
• press Cmd + I to italicize.

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Fig. 1: The keyboard shortcut cheat sheet on macOS.

40 Chapter 11. Keyboard Shortcuts

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11.1. Formatting Text 41

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42 Chapter 11. Keyboard Shortcuts

 CHAPTER 12

Customers

Use the ticket pane to manage customer profiles.

Fig. 1: Click the tab in the ticket pane to see the customer’s profile.

Tip: UI Protip

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Fig. 2: Hover over the open/closed labels to see a summary of the customer’s other tickets.

12.1 Editing a Customer

To edit the customer’s profile, use the customer submenu:

Fig. 3: Click the Customer heading to access additional actions.

Most customer attributes are self-explanatory, but here are a couple that might confuse you:
Organization Customers may (optionally) belong to organizations – skip ahead to learn more.
VIP Like ticket priority, VIP status doesn’t actually do anything out-of-the-box, but an admin can set
up automated system hooks based on this value, or use it as a filter for custom overviews.
Ask your administrator about how she’d like you to use this attribute (or just leave it alone).

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Fig. 4: The edit customer dialog.

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46 Chapter 12. Customers

 CHAPTER 13

Organizations

Tickets track communication between individuals, but oftentimes, your company’s real client is another company (or
organization). Customers can be grouped into organizations to monitor their activity as a whole.

13.1 Organization Profiles

Use the ticket pane to manage organization profiles.

To edit the organization’s profile, use the organization submenu:

13.2 Organization Stats

With organizations, you can answer questions like:

• “How many tickets has this company had to file in the last 12 months?”
• “How many tickets does this company have open right now?”
• “How old is the oldest open ticket from this company?”

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Fig. 1: Click the tab in the ticket pane to see the organization’s profile.

Fig. 2: Click the Organization heading to access additional actions.

Fig. 3: The edit organization dialog.

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Fig. 4: Click the button in the ticket pane to see a detailed breakdown of the organization’s stats.

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50 Chapter 13. Organizations

 CHAPTER 14

Checking Your Stats

The dashboard is the first thing you’ll see after logging in. Monitor your productivity at a glance, compare your stats
to the company average (in gray below your own), and see what everyone else is up to.

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Fig. 1: Check the dashboard for a quick summary of your stats (updated every 30 minutes).
Legend
1. Waiting Time To- How long has each customer had to wait, on average, to get a response from you today?
day
2. Mood How many escalated tickets do you have open right now? (Mr. Bubbles gets grumpy if you have too
many. . . )
3. Channel Distribu- Where are all your tickets coming from? (Shows tickets created in the last seven days, also sorted by
tion inbound vs. outbound.)
4. Assigned Out of all open tickets (company-wide), how many are currently assigned to you?
5. Your Tickets in What percentage of your tickets have you responded to or updated in the last 24 hours?
Process
6. Reopening Rate How many of your closed tickets have been re-opened in the last seven days?
7. Activity Stream What’s everyone else on your team up to?

52 Chapter 14. Checking Your Stats

 CHAPTER 15

Secure Email

Zammad supports S/MIME for high-security email communication.

Fig. 1: Use the Encrypt and Sign buttons to turn on encryption and signing for outgoing emails.

Note: Huh? I don’t see “Sign” or “Encrypt” options in the ticket view. . .
This feature is optional; if you don’t see it in the ticket composer, that means your administrator hasn’t enabled it yet.
Administrators can learn more here.

15.1 What is S/MIME?

S/MIME is the most widely-supported method for secure email communication. With S/MIME, you can exchange
signed and encrypted messages with others.
Signing is proof that a message hasn’t been tampered with or sent by an impersonator.
In other words, it guarantees a message’s integrity and authenticity.
Encryption scrambles a message so that it can only be unscrambled by the intended recipient.
In other words, it guarantees privacy and data security.

15.2 Overview

Note: S/MIME only works if the other party is using it, too.
Your administrator is responsible for adding all the necessary certificates in Zammad’s admin panel.

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15.2.1 Incoming

The and icons at the top of a message indicate its S/MIME status.

Fig. 2: Click on an incoming message to expand its details. Hover over the security status to show a certificate/CA
summary.

Table 1: Status Icons (Incoming)

This message was encrypted for you.

Even if it was intercepted by a third party (hacker, gov’t agency, etc.), they won’t be able to read it.

This message is not encrypted.

This message’s signature has been successfully verified.

You can be confident that it’s authentic and that the contents have not been modified.

This message is not signed.

15.2.2 Outgoing

Use the Encrypt and Sign buttons to turn on encryption and signing for outgoing emails.

Note: Outgoing emails can only be encrypted for a single recipient.

Fig. 3: Encrypt and Sign buttons are present on both new tickets and replies. Hover over the buttons to show a
certificate/CA summary.

Table 2: Status Icons (Outgoing)

This message will be encrypted.

Even if it’s intercepted by a third party (hacker, gov’t agency, etc.), they won’t be able to read it.

This message will not be encrypted.

This message will be signed.

Recipients using S/MIME can verify that it came from you and that the contents have not been modified.

This message will not be signed.

15.3 Troubleshooting

15.3.1 Incoming

“Sign: Unable to find certificate for validation”

Without the sender’s certificate, Zammad cannot verify the message signature.

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Ask your administrator to add the sender’s certificate to Zammad’s certificate store.

Warning: ALWAYS verify certificates in-person or over the phone!

The whole point of signature verification is to alert you when someone is trying to pretend to be someone
they’re not. Never accept a certificate from someone online without verifying it first.

“Encryption: Unable to find private key to decrypt”

This message was encrypted with a certificate that does not match any on file. Without a matching private key,
Zammad cannot decrypt the message.
Ask your administrator to verify your organization’s private key in Zammad’s certificate store, and ask the sender
to double-check the public key they used to encrypt the message.

Hint: Your public key can be safely shared with anyone.

(But if they’re smart, they’ll take extra precautions to make sure it really belongs to you.)

15.3.2 Outgoing

The Encrypt button is disabled Ask your administrator to add the recipient’s certificate to Zammad’s certificate
store.
The Sign button is disabled Ask your administrator to verify your organization’s private key in Zammad’s certificate
store.

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56 Chapter 15. Secure Email

 CHAPTER 16

Live Chat

Talk to customers in real time from the customer chat panel.

Chat controls
1. On/Off Enable/disable the chat panel. (When enabled, you will receive notifications for incoming
chats.)
2. Waiting Cus- Lists customers awaiting an agent for chat. Click to answer a pending chat request.
tomers
3. Chatting Cus- Lists customers currently in an ongoing chat session.
tomers
4. Active Agents Lists all agents with chat enabled.
5. Settings Click for chat configuration options (e.g., auto-greetings and maximum number of simul-
taneous chats).
6. Count badge Displays the number of users in each section.
7. Info card Hover over for detailed information about the users in each section.

Note: Huh? I don’t see “Customer Chat” in the menu. . .

This feature is optional; if you don’t see it in the main menu, that means your administrator hasn’t enabled it yet.
Administrators can learn more here.

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Warning: If all agents have the chat panel disabled, customers will not be able to initiate a chat.

Tip:
• Use the search bar to pull up old chats from the archive anytime.
• Copy & paste supports images and documents as well as plain text.
• Live chat supports text modules.
• Chats can be renamed or tagged, and record technical details about the customer’s connection.

Fig. 1: Click on the title at the top of the chat window to edit chat details.

16.1 Creating a Ticket from a Chat

Once your chat is over, you can create a ticket for it with a single click:

Fig. 2: The Turn chat into ticket button appears as soon as the chat is finished.

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Fig. 3: A link to the chat is automatically included in the first note on the ticket.

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60 Chapter 16. Live Chat

 CHAPTER 17

Caller Log

View and manage call logs from the phone panel.

Fig. 1: Enable the Phone panel to receive notifications for incoming calls.

Note: Huh? I don’t see “Phone” in the menu. . .

This feature is optional; if you don’t see it in the main menu, that means your administrator hasn’t enabled it yet.
Administrators can learn more here.

Hint: The caller log shows all incoming and outgoing calls for the entire team.

Tip: Click on unrecognized numbers in the caller log to create a new customer and ticket. (Unrecognized phone
numbers cannot be added to existing customers in this way.)

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62 Chapter 17. Caller Log

 CHAPTER 18

Profile & Settings

Click on your avatar at the bottom of the main menu to access your profile and settings.

Fig. 1: Find user-specific actions, a list of recently opened items, and useful reference information.

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18.1 Profile Settings

Language Set the system display language.

Avatar Upload an avatar.
Password Change your login password (may be disabled by system admin).
Notifications Select where, when, and for which groups you want to receive notifications, or choose a
new notification sound.

Fig. 2: Use the first three columns to choose when to receive internal notifications (below). The rightmost column
enables email notification as well.

Fig. 3: Internal notifications cannot be disabled.

Hint: The contents of these email notifications can be customized on self-hosted installations.
Administrators can learn more here.

Out of Office Schedule out-of-office periods in advance, and designate a substitute to handle your tickets
while you’re gone.

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Fig. 4: By default, you will receive notifications for all tickets on every group you belong to—even for tickets that
are assigned to other agents. Use the Limit Groups box to disable such notifications on a per-group basis. (You will
continue to receive notifications for your own tickets.)

Your substitute will receive all your ticket notifications during your absence, and have a custom
overview created to help keep track of your tickets.

Note: You will continue to receive notifications while you are out-of-office!

Calendar Add your ticket deadlines to your own favorite calendar app with the ICAL link listed at this
settings panel.
Devices See a list of all devices logged in to your Zammad account (and revoke access, if necessary).
Token Access Generate personal access tokens for third-party applications to use the Zammad API.

Caution: Always generate a new token for each application you connect to Zammad! (This
makes it possible to revoke access one application at a time if a token is ever compromised.)

Linked Accounts See a list of third-party services (e.g., Facebook or Twitter) linked to your Zammad
account.

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66 Chapter 18. Profile & Settings

 CHAPTER 19

Knowledge Base

Manage, edit, and reorganize knowledge base articles from the knowledge base panel.

Fig. 1: The knowledge base panel begins in Preview Mode. With some small exceptions, Preview Mode shows what
the published knowledge base will look like.

Note: Huh? I don’t see “Knowledge Base” in the menu. . .

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This feature is optional; if you don’t see it in the main menu, that means your administrator hasn’t enabled it yet.
Administrators can learn more here.

19.1 Getting Started

Use the button in the top toolbar to see the published knowledge base.

Fig. 2: In Edit Mode, use the righthand menu to navigate through the knowledge base.

Use the “Edit” button in the top toolbar to switch into Edit Mode (and back again).

Note: Huh? I don’t see an “Edit” button. . .

By default, agents are not permitted to create, edit, or manage knowledge base articles. If you wish to edit the
knowledge base, talk to your administrator about granting you the appropriate permissions.

19.1.1 Switching Languages

Use the language menu to view or edit translations of the current page.

Hint: What happens when a page hasn’t been translated into the selected language yet?
in Edit Mode Untranslated pages are marked with a warning sign:
in Preview Mode Untranslated pages are only visible to users with edit permissions:

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in the published knowledge base Untranslated pages are always hidden:

19.2 Editing Categories

Hint: If you relocate a category using the Parent menu, all of its articles and sub-categories will be relocated with
it.

Note: Categories can only be deleted once all of their articles and sub-categories have been deleted or relocated.

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19.3 Editing Answers

The knowledge base editor comes equipped with the same rich text editing capabilities available in the Zammad
ticket composer. That means you can use the same keyboard shortcuts to insert formatted text, bullet lists, and more.
You can even add file attachments and links!

Tip: Why are there three kinds of links?

Weblink URLs pointing to other websites.
Link Answer
Internal references to other knowledge base answers.
(Will not break if destination URL changes.)
Linked Tickets
Internal references to Zammad tickets.
(Visible only in Preview and Edit Modes.)

Hint: Set the visibility of an answer to control who can see an article, or schedule it to be published at a later date.
Articles are color-coded according to their visibility:

Public (visible to everyone)

Internal (visible to agents & editors only)
Draft/Scheduled/Archived (visible to editors only)

19.3. Editing Answers 71