Question 1

Does OTAI need access to our Zammad tickets for training?

Accepted Answer

No. Full On-Prem classification is built from your helpdesk setup — not from historical ticket exports or a vendor-hosted copy of your data. What OTAI uses instead: Zammad group names, descriptions, and keywords
Live ticket fields during inference on your OTAI Runtime host
Connector write-back to predicted groups or object attributes Ticket subjects and bodies stay inside your network. Security and procurement teams can document exactly which fields OTAI reads, where Runtime runs, and who has admin access — without granting blanket archive access to an external SaaS. Read the Setup-based classification guide for the full architecture walkthrough.

Question 2

How does routing work with Zammad groups?

Accepted Answer

The OTAI Zammad connector reads new tickets through the Zammad API, runs inference on your OTAI Runtime host, and writes the predicted group back — either as an object attribute or a direct group assignment. You control when predictions apply: On ticket creation
After a first manual triage step
Only above a configured confidence threshold Existing Zammad views, SLAs, and escalation paths continue to operate on the group OTAI selects. Most teams start with one pilot group (for example Billing or IT), compare suggestions against manual routing for two to four weeks, then enable automatic assignment more broadly. See the OTAI Runtime documentation for connector configuration details.

Question 3

Can we use OTAI alongside existing Zammad triggers?

Accepted Answer

Yes. OTAI writes structured predictions into Zammad fields. Your existing triggers, macros, schedulers, and third-party integrations can treat those fields like any other attribute — as conditions, follow-up actions, or escalation inputs. Typical layering in mature Zammad setups: OTAI classifies the ticket and writes a predicted group or flag
Your existing triggers react to that field value
Agents or automations handle escalation, SLAs, and follow-ups You do not need to replace working automation. We often review a sample trigger set during rollout so teams know which fields to expose and how to avoid double-routing while OTAI runs in shadow mode. Compare editions on the Product capabilities page.

Question 4

What happens when OTAI is unsure about a ticket?

Accepted Answer

When confidence falls below your threshold, OTAI can: Route the ticket to a fallback group (for example Triage or General Support)
Leave the group unchanged
Write a low-confidence flag your triggers can react to You choose the behaviour in connector configuration. Thresholds are tunable per attribute, so high-risk categories stay conservative while routine requests auto-route more aggressively. Teams typically monitor the first weeks in OTAI Studio or Runtime logs, then tighten thresholds once routing quality matches their manual baseline. Use the ROI calculator to estimate time saved once auto-routing is stable.

AI Attribute Classification for Zammad

Go live with Zammad

Connect Zammad

Describe Groups

Configure Studio

Run On-Prem

Connect Zammad

Describe Groups

Configure Studio

Run On-Prem

Classify Ticket Fields on Your Infrastructure

Full On-Prem Path

Fields AI Can Improve in Zammad

Group Assignment

Priority Classification

Status Prediction

Auto-Tagging

Custom Field Population

Requirements

Common Zammad Setups

IT Helpdesk

Customer Service

Municipal Services

See Your Potential Savings

Quick ROI Estimate

Editions

Free Cloud Trial

Full On-Prem

Frequently Asked Questions

Documentation

OTAI Runtime Docs

OTAI Studio Docs

Ready to automate classification
for Zammad?

AI Attribute Classification for Zammad

Go live with Zammad

Connect Zammad

Describe Groups

Configure Studio

Run On-Prem

Connect Zammad

Describe Groups

Configure Studio

Run On-Prem

Classify Ticket Fields on Your Infrastructure

Full On-Prem Path

Fields AI Can Improve in Zammad

Group Assignment

Priority Classification

Status Prediction

Auto-Tagging

Custom Field Population

Requirements

Common Zammad Setups

IT Helpdesk

Customer Service

Municipal Services

See Your Potential Savings

Quick ROI Estimate

Editions

Free Cloud Trial

Full On-Prem

Frequently Asked Questions

Documentation

OTAI Runtime Docs

OTAI Studio Docs

Ready to automate classification for Zammad?

Ready to automate classification
for Zammad?