Zammad Addons |link| -

In the Zammad ecosystem, what most users call "addons" are technically categorized as integrations or packages. While Zammad doesn't have a centralized "app store" like other platforms, you can extend it through official built-in tools, community-developed packages, or external platform connectors. 1. Built-in Integrations

Zammad comes with native integrations that you can activate directly from the Admin Panel under System → Integrations.

Communication: Channels like Telegram, WhatsApp Business, and Facebook.

Phone Systems (CTI): Connections for Sipgate and Placetel to show caller info and logs in customer profiles. zammad addons

Issue Trackers: Deep links with GitHub and GitLab to sync ticket status and labels.

IT Monitoring: Direct views for Nagios, Checkmk, and Icinga.

Infrastructure: The i-doit integration allows linking tickets to CMDB objects like servers or virtual machines. 2. Community & Marketplace Packages In the Zammad ecosystem, what most users call

Community "addons" are typically distributed as .zpm (Zammad Package Module) files and installed via Admin → Packages. One Tab Only Addon - Development - Zammad - Community

Here’s a practical guide to Zammad Addons — both official and community-driven — to extend functionality beyond the core helpdesk.

The Custom Development Route

What happens if an addon doesn't exist for your specific need? Zammad’s architecture allows for custom development. Organizations with in-house development teams can create private packages to: The Custom Development Route What happens if an

Implement custom business logic (e.g., auto-closing tickets based on very specific contract terms).
Create custom triggers that interact with internal CRMs.
Modify the CSS/JS of the customer portal to match strict brand guidelines.

2. Dynamic Customer Satisfaction (CSAT) Scheduler

Core Zammad asks for satisfaction surveys immediately upon closure. This community addon allows you to delay the survey.

Addon Name: zammad-delayed-satisfaction
Why use it: Customers need time to test the solution. This addon waits 48 hours, then sends the "How did we do?" email, leading to higher and more accurate scores.

4. The "OAuth" & "SAML" Addons

Security is paramount. The core Zammad supports basic LDAP, but the advanced SAML (Single Sign-On) and OAuth addons allow connection to Okta, Azure AD, and Google Workspace.

Why you need it: Automates user provisioning and de-provisioning, enforcing MFA from your identity provider.

Installation best practices (concise)

Test in a staging environment identical to production.
Follow addon vendor docs; prefer package managers or Git tags over master branch.
Apply least-privilege credentials for external services.
Run load tests for high-throughput channels.
Create automated backups and a rollback plan.
Monitor after deployment for errors, queue backlog, and search degradation.

1. Zammad–Slack Deep Integration (Community Edition)

While Zammad has native outgoing webhooks, the community addon for Slack offers bi-directional control.

Addon Name: zammad-slack-integration
Features: Reply to tickets directly from a Slack thread; use Slack emojis to change ticket status; automatically create tickets from Slack commands (/zammad new I need help...).

1. Zammad LDAP & Active Directory Connector

The Enterprise Essential Manually creating user accounts for a team of 50+ agents is a nightmare. The LDAP addon allows Zammad to sync directly with your corporate directory.

What it does: Auto-imports users, groups, and email addresses.
Why you need it: It enables Single Sign-On (SSO) and ensures that when an agent joins or leaves your company, their Zammad access changes instantly.

3. Categories of Addons

The Zammad ecosystem can be broadly categorized into three main types of addons: