My agents need some information about the user in the ticket, e.g. customer nr., tel-pin, last time logged in, current contract, etc.
Loading the data for a given ticket directly from an external service would
- always fetch the current data,
- provide easy way to integrate data from external system.
I could use the API to store the data in Zammand, but that would mean I need to frequently sync the data between an external system and zammand, especially if it is data that changes frequently.
The system allows us to configure a url that will be called by zammad when the ticket is opened, eg.:
When a ticket is opened, zammand would than call that url appending the ticket email:
The external system (myserver.com) must than provide html response that will be embeded in the ticket ui, see image: