Zammad integration

This is how you connect the help desk 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 be easily implemented in existing system environments.

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

Integrating Zammad into the sipgate app:

1

Select integration

In the sipgate app, click the gear icon on the left and select the item Integrations from. Under the item Integrations search 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

This means 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 until they are displayed in full.

Find or create API key in your Zammad account:

Click the user icon at the bottom left of your account and select "Profile".

Zammad1

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

Zammad2

Now assign a name for the API key to be created and please 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 paste it accordingly into the sipgate app.

Important: To enable the creation & updating of 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.

Creating contacts

The sipgate app always writes new contacts or contact entries changed in Zammad under the role Customer. This role exists in Zammad's default configuration, but can be changed. If this role does not exist because the name has been overwritten, or if there are additional 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 editing live events is not possible with it: &#xNAN;Zammad Generic CTI API: Generic CTI — Zammad System Documentation documentation