Zammad

• “Which tickets are currently open?”
• “Summarize ticket 40231, including the history.”
• “Which tickets did Stadtwerke GmbH file in the last four weeks?”
• “Find all open tickets on invoicing.”
• “Draft me a reply to the last customer message in ticket 40231.”

The assistant can list tickets, look up a single ticket, search with Zammad's own search language, read a ticket's message history and find customers and organizations.

1. 01Have your administration check that token access is on under Settings, System, API.
2. 02Click your profile picture at the bottom left and open Profile.
3. 03Choose Token Access and click Create.
4. 04Give a name and tick only the permissions you need, for example ticket.agent. A token can never do more than your account.
5. 05Copy the token immediately. It is shown only once.

1. 01In anymize open Apps, then Connectors, and choose Zammad.
2. 02Enter your instance address, for example https://support.your-company.com, and paste the HTTP token from the section above.
3. 03Set which areas the assistant may use: account, tickets, contacts.

anymize always queries with resolved labels. So a ticket comes back with “open” and the group name, not with a number nobody can place.

No. There is no tool that creates, replies to, assigns or closes a ticket. The assistant can draft a reply for you; you have to put it in yourself.

That is built that way on purpose. An automatically sent reply in a support system is exactly the kind of mistake you only notice after the customer has already read it.

Zammad is open source and runs on a server you operate yourself or have operated. When connecting you give your address, and anymize talks only to that address. Creating an application at the vendor is not necessary.

For support teams in law firms, municipalities and utilities that means: tickets stay in-house, and what goes to an AI model goes anonymized.

A ticket history is usually full of customer data. Names, email addresses, phone numbers, addresses, customer and contract numbers are replaced by placeholders before the history goes to an AI model. You read your summary with the real names.