Connect annother Ticketsystem to zammad

Feature requests Interesting for future roadmap
,
5

Use cases 1:

Company A: Zammad
Company B: OTRS
Current Case: Company A has one Account for all users.

Solution Idea:
In the User Properties we could get an access Token and Import it to Zammad.
This Token is linked with a Group.
A description Text Template has to be created, so important details like Agent, Customer details (Mail, phone number) etc. is shipped.

If I create a Ticket and use the other Company as Group the Form add the forms you have to fill on an OTRS ticket.

Use case 2:

Company A: Zammad
Company B: Zammad
A need help from B

May use the Activitypub Protocol for exchange Data. If a Company account or an User account has a website or mail-address check their https://example.com/.well-known if a Zammad is set-up.

New Ticket

  1. The Agent (B) fill a Ticket for a user of another company (A) the first time.
  2. Zammad (B) detect another Zammad on the domain of this company (A)
  3. A Ticket Mail is sent to the user
  4. User could select an e-Mail link to connect this ticket with their Zammad
    1. Manage this ticket in Zammad. Click this link: https://B.com/#ticket/link/231231 → click
    2. User (A) see some information about using (B) zammad
    3. Zammad read https://example.com/.well-known and provide a redirected Link to Zammad from (A) → click
    4. Zammad from (A) authenticate the user and ask for permission to link the ticket.
    5. Zammad setup a Dashboard for Tickets on (B)
    6. An overview of shared Files could be seen.
      • According to GDPR Company (A) could see and delete files Company (B) store for working on the ticket, and setup rules like remove data 14 days after a ticket was closed.
      • see my DAV request
    7. Zammad (A) and (B) exchange a hash of the mail-adress of their users. Maching Users on (A) get the possibility to create Tickets on (B) in Zammad.

Use case 3:

Zammad as Mastodon instance for companies that manage their social media Profile. e.g.

This company publish news and information onto the Fediverse. If someone reacts on such a Post a reaction may needed.

Allow Zammad link a Fediverse account to it. Made it a full part of the Fediverse itself.
The Agent that write News and Information may not the same one that answers on Reactions.
In this case, the First reaction on a news should create a new Ticket, which could get picked by one of the Agent.

For the Record

I created 3 different use cases. But I also see possibilities where e.g. 1 and 2 could be merged and some other customer journeys are needed.
For our company use case 1 and 2 could be used right now.

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