Zammad integration

How to connect the helpdesk system Zammad with the sipgate App for automatic contact synchronization and telephony.

Zammad is an open-source helpdesk system that lets you manage all communication channels of your company from the same platform. Thanks to the REST API, Zammad can easily be integrated into existing system environments.

Connect sipgate and Zammad and benefit from automatic contact synchronization. All changes or new contacts you add in the sipgate app during or after the call are automatically saved in Zammad.

Integration of Zammad into the sipgate app:

1

Select integration

Click the gear icon on the left in the sipgate app and select the item Integrations from. Under the item Integrations look for the entry Zammad and click the button Connect with Zammad.

2

Enter API data

Enter the required API key and API URL here.

3

Confirm connection

You have successfully connected Zammad and the sipgate app.

Note: Depending on the number of contacts to be integrated, it may take a few minutes before they are displayed completely.

Find or create API key in your Zammad account:

In your account, click the user icon in the lower left corner and select "Profile".

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Now open the "Token Access" menu item and click the "Create" button.

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Now assign a name for the API key to be created and select the option "User, Manage Users" from the list.

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You have now created the required API key. Please copy this key and enter it accordingly in the sipgate app.

Important: To enable creating and updating call logs/notes, add the following permissions to the API key:

• admin.user

• admin.organization

• ticket.agent

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Important: To enable the self-hosted Zammad CRM solution in your firewall setup, you must allow the Zammad bridge at zammad.bridge.clinq.com and port 443. This is required so that the sipgate app can successfully load the CRM contacts.

Create contacts

The sipgate app always writes new contacts or changes contact entries in Zammad in the role Customer. This role exists in Zammad by default, but can be changed. If this role does not exist because the name has been overwritten, or if there are other roles, the sipgate app cannot write to the intended role.

Notes for self-hosted Zammad solution

The sipgate<>Zammad bridge uses the following APIs to sync contacts and create call events:

• Endpoints under /api/v1/users

• Endpoints under /api/v1/organizations

• Endpoints under /api/v1/tickets &#xNAN;Zammad API: Introduction — Zammad System Documentation documentation &#xNAN;Zammad API – User: User — Zammad System Documentation documentation

The Zammad CTI API is not used because it is not possible to process live events with it: &#xNAN;Zammad Generic CTI API: Generic CTI — Zammad System Documentation documentation