Please note: This text was written with the assistance of an AI, as I am not a native English speaker. I apologize for any linguistic inaccuracies or awkward phrasing.
1) What is your original issue/pain point you want to solve?
In Zammad (version 7.0.0-1773871183.fd06a330.noble), I created an object with a default value for categorization. The AI assistant sometimes fails to categorize tickets correctly, which is to be expected, but it returns an empty value. This disrupts my workflow because:
- The AI takes longer than triggers, so if I set a trigger to assign a default value when a category is empty, the AI may still overwrite it afterward.
- My existing script for fair ticket distribution relies on categories. If the AI leaves the category empty, the script fails, and tickets are not distributed.
2) Which are one or two concrete situations where this problem hurts the most?
- Fair Ticket Distribution: My script distributes tickets based on categories. Empty categories break this process, causing delays and manual intervention.
3) Why is it not solvable with the Zammad standard?
- Automation Limits: Zammad’s built-in automation can only run every 10 minutes, which is too slow for real-time distribution. A cron job would be needed, adding unnecessary complexity.
- No AI Completion Event: There’s no trigger event for “AI categorization completed,” so I cannot chain actions (e.g., “After AI runs, enforce default if empty”).
4) What is your expectation/what do you want to achieve?
I propose two solutions:
- Default Value Enforcement: Add a toggle in the AI Assistant settings (e.g., “Use default value if AI returns empty”) to prevent empty categories.
- AI Completion Event: Introduce a trigger event for “AI categorization finished” to allow immediate follow-up actions (e.g., enforcing defaults or running scripts). This would also be useful for webhooks.
Your Zammad environment:
- Average concurrent agent count: 32
- Average tickets a day: 500
- Roles/people involved: Sales
