1) What is the original issue/pain point this company wants to solve?
The company manages a large volume of clients and contracts and requires an efficient way to prepare, revise, and finalize documents such as agreements, onboarding forms, and contracts. Zammad currently provides no native workflow for collaborative document creation or signature handling. As a result, document exchanges must be managed separately in PandaDoc, which creates fragmented communication and additional manual steps.
2) Which one or two concrete situations illustrate this problem most clearly?
- Contract Revision Cycles: When clients need to review or request changes to a draft contract, the company has to manually upload documents into PandaDoc, send them from there, and track progress outside of Zammad. Agents must constantly switch systems, and updates may be missed.
- Client Onboarding Procedures: The company frequently requires signatures or completed forms from new clients. Since PandaDoc and Zammad are not connected, onboarding agents must monitor document statuses on an external platform and manually copy updates into the ticket, which adds overhead and slows down response times.
3) Why is this not solvable with Zammad’s standard functionality?
Zammad currently lacks built-in capabilities for:
- Creating and sending PandaDoc documents from within a ticket
- Synchronizing document statuses through API or webhook connections
- Displaying document progress (sent, opened, commented, signed, declined) directly in the ticket interface
- Linking existing PandaDoc documents to a Zammad ticket for unified tracking
Because these capabilities are missing, the company must operate in two disconnected systems, which reduces efficiency and complicates documentation tracking.
4) What is the expectation / what should be achieved?
The company expects a native PandaDoc integration, similar to the existing solution offered in other helpdesk systems.
Expected features include:
- Ability to create and send PandaDoc documents directly from a Zammad ticket, using PandaDoc template data and customer information
- Display of real-time document status updates within the ticket
- Automatic logging of document events through webhook callbacks (e.g., viewed, commented, signed)
- Linking or embedding existing PandaDoc documents within a ticket
- Optional in-ticket document preview or direct access via an embedded link
This integration would streamline contract workflows, reduce manual effort, and ensure that all document-related interactions are logged in the ticket history.