The Current Situation
Zammad already offers great ways for notifications. However, when it comes to truly time-critical escalations (e.g., SLA breaches, server outages, or VIP customers), a classic email is often not prominent enough, and SMS gateways can be complex to set up while incurring ongoing costs.
Our Proposal
We would love to suggest adding a native integration for Pushover (pushover.net) as a notification channel for agents and administrators. This would be a massive improvement.
Why Pushover would greatly enhance Zammad:
True Emergency Pings: Pushover supports different priority levels. A critical ticket could be pushed as an “Emergency,” bypassing a smartphone’s silent mode and repeatedly alerting the agent until the message is acknowledged.
Always “Online” with the action: Agents stay perfectly synchronized with the helpdesk even when away from their desks, knowing exactly what is happening in real-time.
High Cost-Efficiency: Unlike SMS notifications, Pushover has no ongoing costs per sent message after the one-time app purchase.
Easy Implementation: Pushover’s API is extremely simple and developer-friendly, which should keep the integration effort for the Zammad team highly manageable.
Possible Implementation:
Agents could simply add their personal Pushover User Key within their Zammad profile. Through the trigger settings, “Pushover” could then be selected as an action (e.g., “If Priority = 3 high, then trigger Push to Agent X”).
We see immense value in this for all professional support teams and would be thrilled if this feature makes it onto the roadmap! For any questions, I am readily available at hello@echtjetztki.at.