Welcome to Zammad’s documentation!

The Zammad documentation consists of three parts:

• Zammad system installation and configuration (this documentation)
• Zammad administration (http://zammad-admin-documentation.readthedocs.io/en/latest/index.html)
• Zammad user documentation (http://zammad-user-documentation.readthedocs.io/en/latest/index.html)

This system documentation for Zammad is organized into a couple of sections:

• About
• Prerequisites
• Installation & Update
• Getting started
• Migration
• General
• Channels
• Administration via webfrontend
• Administration via console
• Contributing / Development
• REST API
• Appendix

About

• Zammad

Prerequisites

• Software
  • 1. Ruby Programming Language
  • 2. Database Server
  • 3. Reverse Proxy
  • 4. Elasticsearch
• Hardware
  • For Zammad and a database server like PostgreSQL we recommend at least:
  • For optimal performance up to 40 agents:

Installation & Update

• Install from source (generic)
  • Setup Elasticsearch
  • For PostgreSQL (note, the option says “without … mysql”)
  • For MySQL (note, the option says “without … postgres”)
  • Starting all servers manually
  • Starting servers with Systemd
• Install from source (Debian 7, 8 / Ubuntu 16.04)
  • Prerequisites
  • Add User
  • Create MySQL user zammad (for Debian: upgrade MySQL to v5.6+ before, see: http://dev.mysql.com/downloads/repo/apt/)
  • Get Zammad
  • Install environnment
  • Install Zammad
  • Start Zammad
  • Create Nginx Config & restart Nginx
  • Go to http://localhost and you’ll see:
• Install from source (Mac OS 10.8)
• Install on CentOS via RPM
  • Add Zammad, Elasticsearch & epel-release RPM repos and install RPM
  • SeLinux & Firewalld
  • Go to http://localhost and you’ll see:
  • Change your webserver configuration (non localhost connections):
  • You can manage the Zammad services manually:
• Install on Debian via DEB
  • Prerequisites
  • Add Zammad DEB repo and install
  • Go to http://localhost and you’ll see:
  • Change your webserver configuration (non localhost connections):
  • You can manage the Zammad services manually:
• Install on Ubuntu via DEB
  • Prerequisites
  • Add Zammad DEB Repo and install
  • Go to http://localhost and you’ll see:
  • Change your webserver configuration (non localhost connections):
  • You can manage the Zammad services manually:
• Install on SUSE via RPM
  • Install dependencies
  • Add Zammad RPM repo and install
  • Go to http://localhost and you’ll see:
  • Change your webserver configuration (non localhost connections):
  • You can manage the Zammad services manually:
• Set up Elasticsearch
  • Install Elasticsearch and its Attachment plugin
  • Configure Zammad to work with Elasticsearch
  • Create Elasticsearch index
  • Optional settings
  • Using Elasticsearch on another server
  • List of values which are stored in ElasticSearch
• Install with Docker-Compose
  • Install Docker Environment
  • Getting started with zammad-docker-compose
  • Go to http://localhost and you’ll see:
  • Maintenance
• Updating Zammad
  • Source update
  • Update with RPM
  • Update with DEB

Getting started

• First steps

Migration

• from OTRS
  • Install plugins on OTRS
  • Import via Browser
  • Import via command line
  • Importing a diff
  • Restarting from scratch
• from Zendesk

General

• Everything about the ticket
  • Ticket states
  • Ticket colors
• Search Cheat Sheet
  • Examples
  • Ticket attributes
  • Article attributes
• Glossary
  • Article
  • Channel
  • Group
  • Organization
  • Overview
  • Role
  • Text module
  • Ticket
  • User

Channels

• Email
  • Basic
  • Advanced
• Web Form
• Chat
  • Chat Support: A Blessing or a Curse?
  • Our answer: the Zammad chat widget
  • Leave a message
  • Long waiting times
  • Auto responder
  • Foreign Body Chat Module
• Twitter
  • 1. Apply for a Twitter Developer account
  • 2. Create a new Twitter app for Zammad
  • 3. Set your new app’s permissions
  • 4. Generate a new access token & secret
  • 5. Set up a dev environment
  • 6. Add your new Twitter app in Zammad
  • 7. Add your Twitter account in Zammad
  • 8. Configure filters
• Facebook
  • Register Facebook app
  • Configure Zammad as Facebook app
  • Link your Facebook Page to your Zammad Facebook app
  • Start using your new channel
• Telegram
  • Register a Telegram bot app
  • Configure Zammad as Telegram bot
  • Start using your new channel

Administration via webfrontend

• Trigger
  • Use cases
  • Conditions
  • Execution
• Security - Third-party applications (Login providers)
  • Facebook
    • Register Facebook app
    • Configure Zammad as Facebook app
  • GitHub
    • Register GitHub app
    • Configure Zammad as GitHub app
  • Gitlab
    • Register Gitlab app
    • Configure Zammad as Gitlab app
  • Google
    • Register Google app
  • Twitter
    • Register Twitter app
    • Configure Zammad as Twitter app
  • Microsoft (also Office 365)
    • Register Microsoft app
    • Configure Zammad as Microsoft app
  • LinkedIn

Administration via console

• Console
  • Start Zammad’s Rails console
  • Example commands

Contributing / Development

• Start
  • Source Code
  • Documentation
• Branches
  • Master
  • Develop
  • Stable
  • Stable-X.x
• Packages
• Continuous integration
  • Internal
  • External
• Code quality
  • Rubocop
  • Codeclimate
• Install with Docker
  • Run the Docker Container
  • Go to http://localhost and you’ll see:
• Install with Vagrant
  • Clone the Vagrant file
  • Run Vagrant
  • Go to http://localhost:8080 and you’ll see:
  • SSH into the machine
  • Problems starting the VM?

REST API

• Introduction
  • The API
  • Authentication
  • Request Format
  • Example CURL Requests
  • Example CURL Requests (for tickets and users)
  • Example CURL Request on behalf of a different user
  • Response Format
  • Response Format (expanded)
  • Pagination
  • API clients
• User
  • me - current user
  • List
  • Search
  • Show
  • Create
  • Update
  • Delete
• Organization
  • List
  • Search
  • Show
  • Create
  • Update
  • Delete
• Group
  • List
  • Show
  • Create
  • Update
  • Delete
• Ticket
  • List
  • Search
  • Show
  • Create
  • Update
  • Delete
• Ticket State
  • List
  • Show
  • Create
  • Update
  • Delete
• Ticket Priority
  • List
  • Show
  • Create
  • Update
  • Delete
• Ticket Article
  • By Ticket
  • Show
  • Create
• Online Notification
  • List
  • Show
  • Update
  • Delete
  • Mark all as read
• Object
  • List
  • Show
  • Create
  • Update
  • Execute Database Migrations
• Tags
  • List
  • Search
  • Add
  • Remove
  • Admin - List
  • Admin - Create
  • Admin - Rename
  • Admin - Delete
• User Access Token
  • List
  • Create
  • Delete

CTI API

• Introduction
  • Feature list
• Push API
  • How it works
  • Endpoint
  • Events

Appendix

• Backup and Restore
  • Configuration
  • Create Backup
  • Restore everything
• Configure environment variables
  • Configure IP
  • Configure ports
  • Application Servers
  • Configure Restart Command
• Package Repo Files
  • CentOS 7
  • Debian 8
  • Debian 9
  • Ubuntu 16.04
  • SLES 12
  • Note
• Privacy
  • What information is stored exactly on images.zammad.com, and for how long?
  • Which other parts of the system do send data?