Some feedback after using Zammad for some weeks

Technical assistance
1

Hey

I want to give some feedback after we are using Zammad for some months now. For us, it replaced a big Thunderbird mail account (~40 sub directories). I want to thank you, as it makes the work a lot easier for us.

I’m interested in what you say. If you think it makes sense, I can create an issue on Github

  1. Sending outgoing mails
    It would to create “mass tickets”. Like a ticket template (that functionality already exists) and then I would like to specify a list of email addresses. You can think like it’s an invitation (mail to a lot of poeple, normally no one is responding, but it can happenn). So having a BCC field in the ticket creation form would be nice.

There is already a “CC” field. It would be nice to improve usability here: Allow the user to easily import/paste multiple email-addresses, e. g. when they are seperated with a ; or .

  1. An “assign to me button” whould be nice, especially if the list of users is long.

  2. It would be nice to be able to view the pdf attachments inside the reader (and not downloading it). That would be much easier.

  3. Client side filtering of tickets
    When I see the tickets of an overview, it would be nice to be able to filter tickets. Like the “AutoFilter” feature in CSV files, where you can checkbox options (e. g. Prio=high) or can search for fields (subject=“bla”)

  4. Add a checklist to a ticket by a trigger

  5. Trigger: send mail to a group of people. Like to everyone who as access to group X. Or can specify a notification group.

  6. When specifying SLAs: It would be nice to be able to specify days or bigger hour-numbers. Currently I think two digits is max input (as of input validation). I used curl to specify 120h.

  7. I’m really happy about the GPG implementation and integration. There are default ntoficiations like (“someone assigned you a new ticket”). I’m wondering why these emails are not PGP encrypted, even when there is a known PGP key imported.

  8. Please make the UI differentiation between a note and a message/email/response more visible.

  9. How do you handle Spam-Mails? In general you want to train your spam-ai-model. So technically you want to use IMAP protocol to move the email into the Spam folder. (But technically the mail is already deleted and does not exist any more in the mailbox). Any advise on this?

  10. I wrote a Zammad webhook that automatically imports PGP keys
    Feel free to give feedback and advertise :slight_smile:

Thanks for taking the time!

2

I fixed the “ticket attachments (PDFs/Images) are downloaded instead of showing them in the browser” issue with the following hack:

docker exec --user root -it zammad-zammad-railsserver-1 bash
sed -i "s/download_file.disposition/'inline'/" app/controllers/ticket_articles_controller.rb
sudo docker compose restart zammad-railsserver

Small explanation for the change in app/controllers/ticket_articles_controller.rb:

 # GET /ticket_attachment/:ticket_id/:article_id/:id

def attachment
...

 content = download_file.content(params[:view])
 send_data(
   content,
   filename:    download_file.filename,
   type:        download_file.content_type,
   disposition: download_file.disposition       <--- this will always be "inline" (show in browser)
 )

I don’t see a (big) security issue here, for us it’s okay.

3

We fixed the “assign ticket to me” issue by creating a macro.

4

Keep in mind that this change related to opening something inline is an security issue :slight_smile:

About the BCC situation we have already an story, but it’s currently not in the “focus”: Add BCC to outgoing e-mails · Issue #5620 · zammad/zammad · GitHub

5

What still bothers me: Zammad does not send default notifications like “there is a new ticket” PGP encrypted, even if there is a valid key for that account. Is this:

  • as intended?
  • a feature request?
  • or a bug?

Should I create an issue for this?

6

This is a feature request and works as designed as far as I‘m aware