Hello,
I have a question about Zammad, and I’m wondering if it’s possible to automate ticket generation from incoming emails. Let me clarify:
Imagine a scenario where a customer fills out an email template and sends it. Is it feasible for Zammad to extract the data from the email and use it to create a ticket, populating the necessary fields with the collected information?
I appreciate any insights or advice on this matter. Thank you in advance for your assistance.
It is very easy to set up a support@example.com email address, feed those emails into Zammad, and also handle replies properly.
If you want to find some specific keywords in the mails and use that to set certain ticket attributes, this can be done using “Postmaster filters”, see the manual: Filters — Zammad documentation – however I would recommend to only do that if the source of the emails is some automated system, i.e. you KNOW what the source is going to look like.
I would suggest that instead of using ‘email templates’ for actual people to fill in, you might choose working with templates in the Zammad UI or on web forms, as there is then more possibility to make sure the data is in the correct format.
The “best”, and most flexible way to do what you’re asking is to have some kind of intranet webform that customers fill out, which creates Zammad tickets using the API. This is the direction we’re moving towards.
At the moment though, we are doing something similar to what you describe.
Customers send emails to helpdesk@example.com, and we use Zammad triggers to check for keywords in the body text of incoming emails, and use it to assign tickets to specific technicians or groups, add ticket tags, or set priority.
I’ve attached a few screenshots below, showing how we have these triggers set up. Let me know if you have any questions.
This topic was automatically closed 360 days after the last reply. New replies are no longer allowed.
