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Zammad Open Tickets

This workflow automatically retrieves all ticket data from the Zammad ticketing system and categorizes the statistics by status, counting the number of "New Tickets," "In Progress Tickets," "Pending Reminder Tickets," and "Pending Closure Tickets." The statistical results are scheduled to be pushed daily to the customer support channel in Zulip, helping the team to stay updated on ticket processing progress in real-time, enhance collaboration efficiency, and ensure that important tickets are followed up and handled promptly. This is suitable for the daily management and monitoring of customer support teams.

Workflow Diagram
Zammad Open Tickets Workflow diagram

Workflow Name

Zammad Open Tickets

Key Features and Highlights

This workflow automatically retrieves all ticket data from the Zammad ticketing system, categorizes and counts tickets by status—namely "New Tickets," "In Progress Tickets," "Pending Reminder Tickets," and "Pending Closure Tickets"—and delivers the summarized statistics daily to the customer support channel on Zulip. This enables real-time reporting of ticket statuses for the team.

Core Problems Addressed

Helps customer support teams monitor ticket processing progress in real-time, preventing information delays, enhancing team collaboration efficiency, and ensuring that critical tickets receive timely follow-up and resolution.

Use Cases

  • Daily morning meeting summaries for customer support teams
  • Automated reporting and reminders of ticket statuses
  • Ticket monitoring and data analytics in support service management

Main Workflow Steps

  1. Automatically trigger the workflow every workday at 8:30 AM via a scheduled Cron node.
  2. Retrieve all ticket data from the Zammad system.
  3. Use a function node to categorize and count tickets based on their status.
  4. Format the statistical results into a message and send it to the customer support channel on Zulip.
  5. Support manual triggering for ad-hoc queries and reports.

Involved Systems or Services

  • Zammad (Ticket Management System)
  • Zulip (Team Messaging Platform)
  • n8n (Automation Workflow Platform)

Target Users and Value

Ideal for customer support managers, service team leaders, and related operations personnel. This workflow significantly improves transparency and responsiveness in ticket management, facilitates efficient team collaboration, and ensures timely awareness of ticket statuses—ultimately enhancing customer satisfaction and service quality.