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Zammad smart home integration, free and open source

Zammad integration for Gladys Assistant

Zammad helpdesk: open, new, pending and escalated tickets, new ticket events, tickets from scenes.

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Bring your Zammad helpdesk into Gladys: the number of open, new, pending and escalated tickets, the unassigned ones, those assigned to you and those created today, for the whole instance and for the groups you choose. A scene reacts to a new ticket or to a ticket that passed its SLA escalation time, another one opens a ticket from a sensor or a button, and the dashboard lists the latest open tickets.

Feedback welcome. This integration was tested against a real Zammad server (Docker image ghcr.io/zammad/zammad 7.2.2, October 2026), not yet in everyday use. If something does not work as described, please say so on the Gladys forum or in the issues.

What you need​

  • Gladys Assistant 5.1.0 or later.
  • A Zammad reachable from Gladys: self-hosted, or hosted by Zammad (*.zammad.com). Tested with Zammad 7.2; Elasticsearch is not needed.
  • A personal access token of a Zammad agent. In Zammad: your avatar → Profile → Token Access → Create, with the permission Agent tickets (ticket.agent). Copy it: Zammad shows it only once. If the menu is missing, an administrator enables API Token Access in System → API.

The integration sees the tickets of the groups this agent has access to, and creates tickets as this agent. A dedicated agent, member of the groups to follow, keeps things clear.

Set up​

  1. In Gladys, Integrations → install Zammad.
  2. In its Configuration screen:
    • Address: the address of Zammad, as in the browser, e.g. https://helpdesk.example.org (with :port if needed);
    • Access token: the token created above;
    • Followed groups (optional): group names separated by commas, e.g. Users, Hardware. Each one gets a device of its own with its counters. Empty: the instance device only;
    • Accept self-signed certificates: only for your own server with a self-signed certificate;
    • Refresh interval: 1, 2 (default), 5 or 10 minutes;
    • Language of the feature names: the names given to the features when a device is added (French by default).
  3. Click Test the connection: it tells how many tickets are open and escalated, and the followed groups that do not exist.
  4. In Discovery, add the devices you want.

Each reading costs six small requests (the user, the states, the groups, the open tickets, the escalated ones and those created today), and one more per 100 tickets beyond the first 100 of a search, 1000 tickets at most per search.

Devices​

  • Zammad: the whole instance (the groups of the agent).
  • Zammad <group>: one per followed group.

Features (counters, with history):

FeatureMeaning
Open ticketsstate new, open, pending reminder or pending close
New ticketsstate new
Pending ticketsstate pending reminder or pending close
Escalated ticketsopen, past the escalation time of their SLA
Unassigned ticketsopen, no owner
Tickets assigned to meopen, owned by the agent of the token (instance only)
Tickets created todaycreated since midnight (time of Gladys), whatever its state

Escalation times come from the SLAs of Zammad: without an SLA, no ticket escalates. The counters move at each reading, at midnight and at the next escalation time.

Dashboard​

The Open tickets widget shows the 10 latest open tickets, with their number, title, state and group; escalated ones in red, new ones in orange. Above them, two tiles: open and escalated tickets.

Settings: Device (empty: the whole instance; a group device: only that group) and Show the counters (untick to keep the list only).

Scenes​

Triggers​

  • New Zammad ticket: a ticket was created in a group of the agent, seen at the next reading (even if it was closed meanwhile).
  • Zammad ticket escalated: an open ticket passed its SLA escalation time (first response, update or solution). It fires once per escalation time: if an answer sets a new time and that one passes too, it fires again.

Both can be filtered by Group (exactly as written in Zammad) and Priority (the default priorities 1 low, 2 normal, 3 high). They pass on to the scene the title, ticket number, ticket id, group, priority, state, customer and ticket address; the escalation time too for the second one.

Actions​

  • Create a Zammad ticket: opens a ticket with a Title, in a Group (name or id; empty: the first followed group, else the first group of the agent), with a Text (empty: the title), a Priority (empty: the default one of Zammad) and a Customer e-mail (empty: the agent of the token; an unknown address creates the customer). The following steps get the ticket id, ticket number, title, group and ticket address.

Scene ideas​

  • A leak sensor in the server room: Create a Zammad ticket "Water detected" in the Hardware group, priority 3 high.
  • Zammad ticket escalated in group Support: flash the office light and send a message with the title and the ticket address.
  • New Zammad ticket with priority 3 high out of office hours: notify the person on call.

Troubleshooting​

  • "access token refused": the token is wrong, expired or was deleted: create a new one.
  • "the token lacks the Agent tickets permission": create the token again with the Agent tickets permission.
  • "this address does not answer like Zammad": check the address; behind a reverse proxy under a path, give that path too (https://example.org/zammad).
  • "redirected": give the https:// address directly.
  • "certificate refused": tick Accept self-signed certificates (your own server only).
  • No escalated ticket ever: Zammad sets escalation times only through an SLA (Manage → SLAs) with a calendar.
  • A group of Followed groups that does not exist is ignored: Test the connection names it.

Limits​

  • Read every 1 to 10 minutes: a new ticket triggers its scene at the next reading, not instantly (Zammad webhooks are not used).
  • 1000 tickets at most per search: beyond, the oldest open tickets are not counted. The escalated ones are read apart, and always counted.
  • The priority filter offers the default priorities of Zammad; renamed priorities cannot be chosen there.
  • A ticket created while the integration or Zammad was stopped for more than an hour does not trigger its scene.
  • Not affiliated with Zammad GmbH or the Zammad Foundation.

Configuration settings​

These are the settings Zammad asks for in its configuration screen in Gladys.

SettingTypeRequiredDescription
Your ZammadsectionNoA Zammad, self-hosted or hosted by Zammad. In Zammad: avatar, Profile, Token Access, Create, with the permission “Agent tickets” (ticket.agent). The counters are those of this agent's groups.
AddressstringYesAddress of Zammad, as in the browser, with https:// for HTTPS and :port if not the default.
Access tokensecretYesProfile, Token Access in Zammad, permission “Agent tickets”.
OptionssectionNo
Followed groupsstringNoNames separated by commas: one more device per group, with its own counters. Empty: the instance device only.
Accept self-signed certificatesbooleanNoFor an https:// address whose certificate is self-signed. Tick only for your own server.
Refresh intervalselectNoHow often Zammad is read (six requests). Escalation times and midnight are always followed on time.
Language of the feature namesselectNoNames given to the features when a device is added, and texts sent to scenes.

How to install Zammad in Gladys​

  1. In Gladys, open Integrations: Zammad appears in the catalog, next to the native integrations, with a community badge.
  2. Click Install. Gladys pulls the Docker image (ghcr.io/guim31/gladys-zammad:1.0.0), starts it in a sandbox isolated from the core, and generates the integration's interface (devices, discovery and configuration).
  3. Open the Configuration screen of the integration, fill in the settings, and save.
  4. You can also install it directly from its repository URL: https://github.com/guim31/gladys-zammad.

Zammad requires Gladys >=5.1.0. The catalog inside Gladys refreshes every hour, so a new version becomes available at most one hour after its release.

Not running Gladys yet? It is free and open source: follow the installation guide to get started.

About external integrations​

Zammad is an external integration: a community integration packaged as a Docker container and published on GitHub, that Gladys installs in one click and runs in a sandbox isolated from its core. It is published and maintained by guim31, not by the Gladys core team.

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