Zammad Integration for Open Ticket AI: On-Prem Classification over the REST API

Open Ticket AI (OTAI) connects to Zammad so Runtime can read tickets and write classification results back through the Zammad REST API. Routing, priority, and field updates stay inside your helpdesk — Full On-Prem on your infrastructure.

Note: Zammad 7 ships native AI features such as ticket summaries and a writing assistant. For Claude or Cursor over MCP, use the Zammad MCP Server docs and the Zammad 7.1 production guide. This guide is about connecting Open Ticket AI for classification from your helpdesk setup (Groups, priorities, custom fields) — not a generic cloud LLM.

See also OTAI for Zammad and the ticket system integration reference.

How the connector works

OTAI Runtime talks to one ticket system at a time. For Zammad it uses the REST adapter:

• OTAI_TICKET_SYSTEM_TYPE=zammad
• OTAI_ZAMMAD_BASE_URL — instance root, for example https://helpdesk.example.com/
• OTAI_ZAMMAD_ACCESS_TOKEN — personal access token for a dedicated agent

The connector implements the same TicketSystemService contract as OTOBO and Znuny: search, fetch, update Group/priority/fields, and add notes.

Zammad setup

1. Create a dedicated agent (not a shared human account).
2. Grant only what Runtime needs: read tickets, change Group and priority, update custom fields you classify.
3. Create a personal access token for that agent.
4. Point Runtime at the instance URL and token (environment variables or Studio).

Do not give the integration user admin rights.

Example environment

OTAI_TICKET_SYSTEM_TYPE=zammad
OTAI_ZAMMAD_BASE_URL=https://your-zammad-domain
OTAI_ZAMMAD_ACCESS_TOKEN=your-access-token

Runtime polls on OTAI_RUNNER_INTERVAL (default 30 seconds) and runs enabled workflows such as Group classification, priority classification, and ticket summaries. Configure workflows in OTAI Studio.

What happens at runtime

1. OTAI fetches new or updated Zammad tickets.
2. Classification uses your helpdesk setup (Groups, priorities, custom fields) — ticket payloads stay on your servers on Full On-Prem.
3. OTAI calls update_ticket on the Zammad API.
4. Zammad shows the updated Group, priority, or fields.
5. Agents continue in Zammad as usual, with triage already applied.

Status

The Zammad REST connector is the supported path for production Full On-Prem. Validate permissions and field mappings on a staging instance before you enable write-back on live tickets.

Why this integration

• Classification and write-back stay Full On-Prem
• No Zammad Cloud AI add-on required
• Same Runtime architecture as OTOBO and Znuny connectors
• Studio remains the control panel inside your network

For MCP experiments without Runtime, start with the Zammad MCP Server. For the product path, open OTAI for Zammad.