Right now the order of the needed steps for ES are a bit trouble some, the order is incorrect.
This causes users to scroll which might get confusing.

In general i'd like to be able to specify how sendmail (i.e. msmtp) gets called, we need e.g. this command line:
msmtp -t --read-envelope-from -a supportmailaccount
where supportmailaccount is a defined account in /etc/msmtprc. Perhaps msmtp could guess this via the --read-envelope-from, but i can't even get that configured currently.

Thank you in advance!

General documentation for the integration of the channel "SMS"

I'm running into a strange error when updating any user within the admin UI. Simply put, if I update any information within their profile, the email address is immediately lost and replaced with a strange "auto-[random-string-of-numbers]" (example: auto-4857838-938374).

After going back into the profile and updating the email address, it does not save. It retains the auto-[random-string-of-numbers] no matter what. I also think it's keeping a returning customer from having new tickets associated with their original account, thus creating another account with the actual email address. Please see attached for a simple screenshot on what I mean.

I'm a self hosted user running Zammad 3.6 on Ubuntu within Amazon LIghtsail.

Thank you in advance!

The overview documentation should contain a warning about the count overviews (and their complexity).

The more overviews the get, the more poweR you need.

There is a screenshot in the following documentation page which contains text:
https://zammad-admin-documentation.readthedocs.io/en/latest/manage-roles.html#agent

There should be no texts inside of screenshots.

zammad/zammad#3214 (comment)

Maybe we could improve the documentation with the 2 use cases someday.

https://github.com/zammad/zammad-admin-documentation/blob/master/system/objects.rst

System settings currently only cover hosted setup available settings.
We need to extend this dramatically. 🙈

Trial customer gave feedback that the import process of Customers and Organization is not exactly straight forward.

If you're importing Users while assigning those to Organizations, you'll have to ensure that the Organizations already exists, as Zammad does not create them automatically.

Time accounting is in a horrible state.
Beside of reworking for a better "look and feel" it also misses the important hint that not the "to be" conditions count, but the current ones of the ticket.

Hello,

My team and my customers are stored in an OpenLDAP directory. I'm setting up a ticketing/helpdesk system, and Zammad seems perfect for what we do.
But, the synchronization between the central directory and Zammad is one-way only, and your documentation explicitly says that changes made in Zammad will be overwritten by LDAP on next sync.
I cannot have two entry points for filling customers info, therefore i cannot choose your solution for this specific reason.
My question is : do you intend to finish the work on LDAP integration or is it not at all in the roadmap and i should look for other solutions ?
Thanks a lot,
snolahc

During rewriting Zammads email documentation it seems we kicked out the quite crucial hint that Zammad has to know all of it's aliases, as other wise you'll write to Zammad which does stuff you don't expect.

https://admin-docs.zammad.org/en/latest/channels/email/index.html

zammad-admin-documentation/manage/users.rst

A more detailed explanation of the User Organization Import should be added. To clarify questions like these:

• Do organizations have to be imported in the first step, so that users can be assigned to the organization via user import in the second step? Or is the organization automatically stored when importing the users with assigned organization

• After the initial user import, can I perform another import to update the data?

This issue refers to:

• https://admin-docs.zammad.org/en/latest/manage-text-modules.html
• zammad-admin-documentation/manage-text-modules.rst

People often look for an entire list of all possible snippets they could use within a textmodule, like
#{ticket.customer.firstname}

At the moment there are only "Examples of snippets"
--> we should either provide an entire list instead or refer to a link within the documentation (in case we have them listed somewhere - I couldnt find it so far)

The Channel documentation currently misses the settings tab for E-Mail.
This actually holds some information that are useful if documented.

Hi @KoJie - could you please update the Zammad Admin documentation on how to integrate Facebook as a channel? We received several questions (zammad/zammad#417 / https://community.zammad.org/t/facebook-app-fehlermeldung/155 ) and should update our documentation accordingly. You can find the new screenshots attached. Feel free to ask any questions.

Facebook Zammad.zip

Add at https://admin-docs.zammad.org/en/latest/manage/trigger.html#conditions
an information with trigger notifications, if selected action > e-mail > "all agents"

With such a setting, the notification is sent to all agents with full authorization. However, only to agents who are in the group to which the ticket is assigned and who only have full authorization in this group.

super confusing.

https://admin-docs.zammad.org/en/latest/system/maintenance.html

Sentence "But you can also inform all agents with a message about something" change to "But you can also inform agents in an active session with a message about something"

There is now the possibility to have custom update save notification templates: zammad/zammad#2081 (comment)

The documentation should get extended to reflect these changes.

Migrated from zammad-documentation #62

Ticket# 1076944

More information about the SystemID would be helpful. Why it exists specifically, how you can change it and what effects it can have.

In some situations it's possible that trigger conditions can't be fullfilled.
One of the main reasons for such a situation would be missing information in that situation.

As example:
If you tell Zammad to check for article based information but do not add an article to that ticket, a trigger can't fire at that moment. The condition simply never can be met.

This technically affects schedulers and triggers and is very situation specific, but is worth mentioning in the docs.

Google+ isn't needed anymore and thus the documentation needs an update.

Hi,
I got an error when setting up the system. Sendmail does not work. Now when I try to change sendmail to smtp I get the same error (I think).

554 5.2.0 STOREDRV.Submission.Exception:SendAsDeniedException.MapiExceptionSendAsDenied; Failed to process message due to a permanent exception with message Cannot submit message. 0.35250:0A002085, 1.36674:0A000000, 1.61250:00000000, 1.45378:02000000, 1.44866:5E200000, 1.36674:0E000000, 1.61250:00000000, 1.45378:63200000, 1.44866:3A010000, 16.55847:0C100000, 17.43559:0000000024020000000000000000000000000000, 20.52176:140F1B8E1900103100000000, 20.50032:140F1B8E8917000000000000, 0.35180:140F1B8E, 255.23226:0A00D588, 255.27962:0A000000, 255.27962:0E000000, 255.31418:0A00E788, 0.35250:1F001432, 1.36674:0A000000, 1.61250:00000000, 1.45378:02000000, 1.44866:38000000, 1.36674:32000000, 1.61250:00000000, 1.45378:3D000000, 1.44866:01000000, 16.55847:A4000000, 17.43559:0000000070030000000000000100000000000000, 20.52176:140F1B8E1900101053000000, 20.50032:140F1B8E891700001B230000, 0.35180:58000000, 255.23226:4800D13D, 255.27962:0A000000, 255.27962:32000000, 255.17082:DC040000, 0.27745:25230000, 4.21921:DC040000, 255.27962:FA000000, 255.1494:2A230000, 0.38698:05000780, 0.37692:01000000, 0.37948:0F010480, 5.33852:00000000534D545000010480, 7.36354:01000000000001091A010480, 4.56248:DC040000, 7.40748:010000000000010B1A010480, 7.57132:000000000000000000000000, 1.63016:32000000, 4.39640:DC040000, 8.45434:666AB5283596CE48ACB43B4D29AE6B282CF31618, 5.10786:0000000031352E32302E333631312E3032353A5649315052303430324D42333832333A36303931393164382D373236352D346231332D623836342D3638303435663766653437620000000000, 7.51330:4EE6F828C494D80818000000, 0.39570:00000000, 1.55954:0A000000, 0.49266:02000000, 1.33010:0A000000, 2.54258:00000000, 0.40002:7A000000, 1.56562:00000000, 1.64146:32000000, 1.33010:32000000, 2.54258:DC040000, 255.1750:AF000000, 255.31418:0A005D36, 0.22753:28250000, 255.21817:DC040000, 0.64418:0A00F565, 4.39842:DC040000, 0.41586:B9000000, 4.60547:DC040000, 0.21966:8A250000, 4.30158:DC040000 [Hostname=VI1PR0402MB3823.eurprd04.prod.outlook.com]

I have put in the same login information I use with the E-Mail Account. There it works perfect.

If anyone has an Idea it would be wonderful

Zammad 3.6.x
Ubuntu 20.x

peduso

https://github.com/zammad/zammad-documentation/blob/105adc8637cf11815fcdf544c8d2de4065d22926/admin/console/dangerzone-for-experts.rst

Deleting Customers

           Ticket.where(customer: user).find_each do |ticket|
             puts "  Deleting ticket ##{ticket.number}..."
             ticket.destroy
           end

           puts "  Removing references for user with email #{user.email}..."
           ActivityStream.where(created_by_id: user.id).update_all(created_by_id: 1)
           History.where(created_by_id: user.id).update_all(created_by_id: 1)
           Ticket::Article.where(created_by_id: user.id).update_all(created_by_id: 1)
           Ticket::Article.where(updated_by_id: user.id).update_all(updated_by_id: 1)
           Store.where(created_by_id: user.id).update_all(created_by_id: 1)
           StatsStore.where(created_by_id: user.id).update_all(created_by_id: 1)
           Tag.where(created_by_id: user.id).update_all(created_by_id: 1)
           OnlineNotification.find_by(user_id: user.id)&.destroy!

This block may get removed because of the data privacy changes. Normally you now only need user.destroy because all references are now cleared on the destroy call.

Documentation currently doesn't hit about the working order of postmaster filters which may confuse admins.

Our S/MIME page should be a bit more precise on what certificates Zammad does expect.
This will help admins to see potential issues right away.

This came up during support cases and also on zammad/zammad#3397

The third-party application for Office 365 needs to be updated, as Microsoft changed things again.
The new portal is now https://portal.azure.com/#blade/Microsoft_AAD_RegisteredApps/ApplicationsListBlade which requires us to recheck the process and also update screens.

Hey all,

the documentation (https://admin-docs.zammad.org/en/latest/channels-email.html) describes that the usage of shared mailboxes is not supported by Zammad, this is not correct. For my own implementation, I use exactly this function.

Small guide:

• Open Office365 Admin Center

• Select the "shared mailbox" user (which has no licenses assigned)

• Go to "reset password" and set a new password (don't use "need update on first login")

• In Zammad add the e-mail address with the following settings:
  Type: IMAP
  Host: outlook.office365.com
  User: Shared e-mail
  Password: set as above explained
  SSL/TLS: yes
  Port: 993

Hint: With the password you can also add the e-mail in other applications as normal IMAP mailbox.

Greetings
Dennis

As this in general can be a usefull thing, we should also document it.

See commit
zammad/zammad@1e86161#diff-836a9832d3b8bf7760d717ff5b434180R29

Earlier it might have happened that users / admins where confused that they can't restrict specific users to specific groups. As this is intended and users are available globally to agents, we'll need to add a remark within the documentation.

Zammad links to:
https://admin-docs.zammad.org/en/latest/channels/google.html

but should be:
https://admin-docs.zammad.org/en/latest/channels/google/index.html

A redirect should be the fastest solution here.

This came up through issue zammad/zammad#3222

The documentation link in Zammad leads to https://admin-docs.zammad.org/en/latest/channels/microsoft365.html, but that results in a 404 since the correct URL is https://admin-docs.zammad.org/en/latest/channels/microsoft365/index.html.

Is it possible to set up a redirection? That would probably be the easiest solution.

the topic could also be placed in the user documentation, we have to talk about it. however, there is a lot of confusion about the interface, which we should try to eliminate.
mainly these words should be clarified:

• First Solution
• Reopen
• Moved in
• Moved out
• Backlog
• Difference between Communication & Create-Channel-Selection
• what does the selection mean (for example when selecting Ticket count: Backlog, Create Channel: Phone in and Communication: Email out)

Zammad has a build in Slack integration. There are other solutions available that made their Webhook API compatible to support Slack integrations as well - namely Mattermost and RocketChat. For technical/informed people this might be clear. However for the broader user it's not. We should add a (short) remark that these solutions are supported as well. However, we should not claim that this list is complete and should not add an in depth configuration guide. This will introduce a maintenance burden we are not willing and capable of maintaining.
The in App (Zammad) description was updated to give an information about it as well. We'll also add it to the feature page on our website. This should be sufficient for people to be aware that these solutions are supported as well.

• The definition of the permission "knowledge_base.reader" is missing.
  that might fit here best: https://admin-docs.zammad.org/en/latest/manage/roles/index.html

• And the information that customer can always see "Public" articles - that might better fit here: https://admin-docs.zammad.org/en/latest/manage/knowledge-base.html

--> That causes misunderstandings between the right to see KB-articles as a customer vs. an agent.

images/manage/Zammad_Helpdesk_-_Report_Profile2.jpg

The screenshot of the reporting shows the numbers of the graph within the graph and not, as intended, on the ordinate axis. Would be nice to show a "correct" screenshot.

A trial user noted that it's not clear how signature configurations are made.
The signature documentary should contain a hint that the group decides what signature is to be used in what group.

Weibo is currently missing documentation on our security documentation.
We should add it (see: https://admin-docs.zammad.org/en/latest/settings-security.html#third-party-applications )

https://zammad.com/news/release-3-2
https://admin-docs.zammad.org/en/latest/manage-macros.html

3: ✍️ Group-Based Macros
Macros are fantastic for performing recurring actions on tickets with just one mouse click. It can happen in more complex environments that a large selection of macros becomes confusing. Macros can now be assigned to groups (like text modules since Zammad 3.1). If a macro is not assigned to a group, the macro is available for all groups.

With Zammad 3.2 we'll introduce Single Sign on again.
This needs to be documented properly, see:
zammad/zammad#1192 (comment)

zammad-admin-documentation/system/data-privacy.rst

It is often asked how the reporting behaves when tickets are deleted. Therefore, it should be added either in the body text or in the FAQ's that deleted tickets are also deleted for reporting.
As a recommendation, so that these tickets still show up in the statistics, automation can help to set the customer to a "dummy customer".

Ticket# 1079611
https://admin-docs.zammad.org/en/latest/manage/trigger.html
https://admin-docs.zammad.org/en/latest/manage/trigger/how-do-they-work.html

More information may be required in the documentation. How is the exhaust air of the triggers concrete. Is stopped at a matching hit or are all triggers processed. How about alphabetical order. If the conditions are identical, all triggers with this condition or only alphabetically.

Currently the overview documentation is technically incorrect.
It states for functionality that does not exist.

This regards the way we describe role and user restrictions.
For more information see this comment / issue: zammad/zammad#2714 (comment)

The Account-Setup should have a hint regarding the destination groups. The further setup is not super straight forward.

We're currently missing documentation on how to use linkedin as a login provider (see: https://admin-docs.zammad.org/en/latest/settings-security.html#third-party-applications )

This should be changed.

zammad-admin-documentation/manage/groups/access-levels.rst

There is no information regarding group authorisation, which is often requested:
Which tickets can be seen in the activity stream in the dashboard?
--> You need at least "read" permission for this.

Please include this in a suitable place. Thank you

The user assignment parts were added after documentary for CTI have been created.
This leads to an outdated documentation

The information

Limitations
Please note, that it’s not possible to log outbound calls. This is due to a limitation of the Placetel API.

at https://admin-docs.zammad.org/en/latest/system/integrations/placetel-cti.html#limitations
is obsolete. Because outgoing calls are supported by Placetel. https://github.com/Placetel/call-control-notify-api/issues/4

Currently our Security-Part of our Admin-Documentation is poorly written.
Actually it lacks the needed information which causes Problems with clean integration of this.

( See: zammad/zammad#2349 )

I'll add a write up for Google+ to fix that issue