Zammad Integration Guide

Overview

This guide explains how to integrate Zammad with Forethought to enhance your customer support workflows. By connecting the two platforms, you can:

• Use Zammad as a knowledge base to power your AI agent
• Assist agents with real-time suggestions and ticket summaries
• Analyze historical tickets to uncover insights and improve content
• Automatically create tickets in Zammad via the Solve Widget

Follow the steps outlined in this guide to configure and activate the integration.

What is Zammad?

Zammad is an open-source, web-based ticketing system for managing customer support across channels like email, social media, and chat. It offers a user-friendly interface with features such as ticket management, automation, reporting, and integrations. Zammad also includes a knowledge base, team collaboration tools, and customizable workflows for efficient helpdesk operations.

Use Cases

Connecting Zammad with Forethought enhances your support workflows by leveraging Zammad as a knowledge base to power your AI agent. This integration enables smarter automation, streamlined processes, and improved response accuracy in your Zammad instance.

Assist: AI Support for Agents in Zammad

Enable Assist to provide real-time, AI-powered support directly within the Zammad interface. Assist helps agents work more efficiently by offering:

• Ticket summarization to quickly understand issue context
  Response suggestions to maintain consistency and save time
• Relevant knowledge surfacing to resolve issues faster

With Assist, agents can handle requests more effectively—all without leaving Zammad.

Discover: Uncover Insights from Zammad

Enable Discover for Zammad to extract meaningful insights from historical support tickets. With Discover, you can:

• Identify recurring customer issues and emerging trends
• Uncover content gaps in your knowledge base
• Optimize self-service resources using real support interactions

This data-driven approach helps you proactively improve your help content, enhance customer experience, and reduce ticket volume over time.

Solve Widget: AI-Driven Ticket Creation

When building workflows using Classic in the Solve Widget, you can enable the “Zammad Ticket Creation” action to allow your AI agent to generate support tickets in Zammad. This integration helps you:

• Ensure seamless handoff of complex issues from AI to human agents
• Preserve the full context of customer interactions for more effective resolutions
• Maintain consistent, trackable workflows across your support team

This ensures that no inquiry is missed and that every issue is routed efficiently for timely and effective resolution.

Setup

To integrate with Zammad, follow these steps:

1. Create a new Forethought integration user in your Zammad instance.
2. Give this user full admin permissions:
   • Go to Settings > Manage > Users. Then, click on the newly created Forethought user.
     

     

   • Under Roles, select Admin and Agent. Then, hit Submit.
     
3. Create an OAuth Application
   • Go to Settings > System > API.
   • Under Applications (OAuth Authentication), click New Application.
     
   • Enter a name.
   • On the Callback URL, copy and paste:
     https://integrations-api.forethought.ai/zammad/oauth
     
   • Click Submit.
   •  Under the View column, click "X" to see your App ID and Secret. 
4. Provide the domain for your Zammad instance, as well as your App ID and Secret, then click Connect.
5. Use the Forethought User Credentials to authenticate.