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# Zammad Outbound Integration

The [Zammad](https://zammad.com/en) integration empowers ilert to generate support tickets in Zammad automatically. As alerts occur, they are instantly reflected in your support queue, keeping agents informed and aligned with real-time monitoring events.

{% hint style="warning" %}
To set up this integration, you must have admin rights in ilert.
{% endhint %}

## In Zammad: Create an API key <a href="#in-topdesk" id="in-topdesk"></a>

1. Optional: create a dedicated ilert user in Zammad. This has the advantage that you can distinguish the Zammad tickets created by ilert.
2. Go to **Profile**, then to **Token Access** and click on **Create**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MSwTD_tMpUnddY5vXlf%2F-MSwTfNxrLAx_RqXgL5H%2FScreenshot_07_02_21__13_32.png?alt=media\&token=8dac0b77-ef77-41f0-a34b-bde51c988b91)

3. In the **Name** section, enter a name eg. ilert

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MSwTD_tMpUnddY5vXlf%2F-MSwU9DJwl8BN6ndYD_t%2FScreenshot_07_02_21__13_33.png?alt=media\&token=96ce9198-ecb6-478a-9999-243d13c329da)

4. In the **Ticket** section, choose **Agent**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MSwTD_tMpUnddY5vXlf%2F-MSwUEfHnRpJiNaLkpP8%2FScreenshot_07_02_21__13_34.png?alt=media\&token=7f4e29b2-29b1-41b9-866b-7e34ca58a9b6)

5. Click on **Create**

{% hint style="warning" %}
An agent token has a group scope

An agent token has a group scope so if you want to use a group that the current user is not a member of, you need to create a token with the admin scope for all groups.
{% endhint %}

6. The modal window will open, copy the generated access token

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MSwTD_tMpUnddY5vXlf%2F-MSwUbejdJ06JLKc6tLX%2FScreenshot_07_02_21__13_36.png?alt=media\&token=2696f227-e2ad-483a-b96c-7ab5a13d97e4)

## In ilert: Create a Zammad Connector and link to the alert source <a href="#in-ilert" id="in-ilert"></a>

1. Click on the gear icon and then on the **Connectors** button

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2Fgit-blob-da01367fa650f8ebb847143f5c33130440a865e8%2Fgo_to_connectors%20\(4\).png?alt=media)

2. Click on **Add Connector**

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2Fsync%2F84b162bdc422a867250f28e5614028cdc07471b0.png?generation=1632944465108616\&alt=media)

3. Select **Zammad** as **type** and fill in all fields. Enter a name, the URL of your Zammad server and the access token that you have created in the previous step.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-MSwTD_tMpUnddY5vXlf%2F-MSwVPv4XvzHp6V_tsi_%2FScreenshot_07_02_21__13_39.png?alt=media\&token=4391173f-b89c-488d-9158-bda41aa79081)

4. Go to the alert sources tab and open the alert source whose alerts you want to publish in Zammad. Click on **Alert actions** and then on **Create alert action**.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M76ygPnS4HUcFSX8ulm%2Fuploads%2Fgit-blob-9887e1978c30c61025f427813bcf148b4a9d8282%2Fnew_incident_action%20\(12\)%20\(9\).png?alt=media)

5. Select **Zammad** as the **type**; **futhermore** select the connector created in step 3, fill in all fields.

In the **Email** field enter the existing customer email of Zammad.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-Ma85p_GRIGh7hzAXe7o%2F-Ma86UG5M4-8xmZ1u_L9%2FiLert.png?alt=media\&token=23ace96d-b628-43b3-ab1b-858bf497517e)

6. Finished! You can now test the connection by clicking on the button **Test this connection**.
7. A test ticket will be created in Zammad.

![](https://3394882078-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M76ygPnS4HUcFSX8ulm%2F-Ma85p_GRIGh7hzAXe7o%2F-Ma86gIaGDXQTL13RyHj%2FiLert.png?alt=media\&token=a532b9ce-c3d4-4c6e-a239-19577f652a8a)

## FAQ <a href="#faq" id="faq"></a>

**Are updates to an alert added to the Zammad Ticket?**

Yes, the state of the ilert Alert is reflected in the brief description of the Zammad ticket eg. *\[RESOLVED] Host compute.infra is DOWN.*

**Can I choose which updates are to be published to a Zammad Ticket?**

Currently not. If you wish to, we look forward to your feedback via chat or e-mail

**Can I use custom group for the Zammad tickets?**

Yes, you need to create an agent token and include the user in the group or create an admin token with the group scope.

**Can I use multiple Zammad groups?**

Yes, just create an alert action for each Zammad group.

## Related articles

{% content-ref url="../inbound-integrations/zammad" %}
[zammad](https://docs.ilert.com/integrations/inbound-integrations/zammad)
{% endcontent-ref %}