Zammad 6.4

Zammad Team
Wed, 06 Nov 2024 11:00:00 +0100

Your favourite support ticketing system just got even better. Zammad 6.4 comes with features you've been waiting for. With Checklists, new keyboard shortcuts, and the ability to subscribe or unsubscribe to multiple tickets in one go, you'll enjoy a more streamlined and productive workflow!

1. ✅ Built-in Checklists for Streamlined Task Management

Say hello to Checklists in Zammad! This powerful addition brings structured task management directly into your support workflow—whether you’re dealing with complex processes involving several steps or just need to check off a few routine tasks, this feature makes it easy to stay organized without switching between tools.

What’s more? Checklist items can be linked to related tickets and Zammad’s automation takes it from there: when a linked ticket is closed, the corresponding checklist item is automatically marked complete. This smart integration reduces manual updates and ensures every task is handled with accuracy, giving you peace of mind that nothing is overlooked.

Admins can easily activate this feature and create customizable checklist templates in the admin interface, tailoring checklist items to suit various workflows—from onboarding to troubleshooting technical issues.

The Checklist feature is accessible for agents in the right sidebar under the "Checklist" tab. Please note that only users with edit permissions for the ticket can add or modify checklist items.

Screenshots

Want to get started? Check out our admin documentation for detailed setup instructions.

Acknowledgment 💛

Thank you to our sponsors for the generous support in developing this feature:

🙏🏻 Hellberg Consulting e.K.
🙏🏻 Urban GmbH
🙏🏻 Alarm Dispatcher Systems GmbH
🙏🏻 rami.io GmbH
🙏🏻 FWU – Das Medieninstitut der Länder
🙏🏻 Sander Gruppe

2. ⌨️ New Keyboard Shortcuts for Consistent Cross-Browser Functionality

The days of keyboard shortcuts conflicting with system or browser commands are officially behind us. With Zammad 6.4, we've introduced a new set of keyboard shortcuts that work seamlessly across all major browsers—Chrome, Firefox, Safari, and Edge—while ensuring consistent behavior across Windows, macOS, and Linux.

We've carefully selected intuitive combinations that are easy to remember and to use, so you can confidently navigate Zammad without worrying about unexpected issues. Whether you’re navigating tickets, performing quick actions or editing messages, these new keyboard shortcuts will not only take power users to the next level of efficiency.

Ready to speed up your workflow? Press ? while in Zammad to see the full keyboard shortcut reference guide.

3. 🔄 Bulk Subscribe/Unsubscribe with Macros, Triggers or Automation

Managing ticket subscriptions individually can be a hassle—whether it’s unsubscribing from multiple tickets where you’ve been mentioned or subscribing to new or unassigned ones. Zammad 6.4 now streamlines this process with bulk action capabilities, letting you update your subscriptions efficiently without opening each ticket one by one.

How to activate it: Admins can enable this feature in the Zammad admin interface by configuring triggers, macros or the scheduler. This setup ensures that the functionality is tailored to your team’s specific needs, whether it’s for decluttering ticket views or staying informed on key issues.

Here’s how it works: Agents can use drag-and-drop functionality directly from their overview. Simply select the tickets you want to update, drag them to the designated macro and instantly subscribe or unsubscribe from all selected tickets. No more cycling through tickets individually.

4. Clean MFA Configuration for LDAP-Only Setups

For teams using LDAP as their sole authentication method, it’s recommended to disable local password changes for users. Previously, doing so meant MFA also had to be disabled.

With separate controls for password changes and MFA, LDAP-only setups can now keep MFA enabled while blocking local password changes, providing stronger security and better customization.

See the admin documentation for configuration details.

Are you waiting for a certain feature? 🤨
If you're missing something, we're sorry to hear that. Our list of feature requests is very long and ever-growing. In order to speed up the process and put your favorite feature on the fast track, by becoming a Feature Sponsor. Just reach out to us and let's make it happen!

Breaking Changes

JavaScript Package Manager Change

This version changes the JavaScript toolchains to be based on pnpm rather than yarn. This is only relevant for source installations, where you need to provide a recent version of pnpm in order to run the assets:precompile command.

Changed CSV-format for user/organization import/export

We slightly changed the format of the CSV-files you use for importing/exporting users and organizations. If you somehow do that in an automated process via our REST-API, you will need to review that process before updating to Zammad 6.4. Check the details in our documentation.

🚨 Important Announcements

Twitter/X Integration Removal
Due to the unclear situation regarding Twitter/X APIs, we consider removing the Twitter/X integration with the release of Zammad 7.0. Please have a look here for more information and updates on this topic.

Note about MySQL deprecation
Zammad is designed to provide our users with a secure and stable platform that is convincing in its performance. For this, the choice of supported database systems is crucial. After long discussions and based on our long experience, we have decided that Zammad will only support PostgreSQL as a database in the future. However, this change will not take effect until Zammad 7.0.

Until then, we do not recommend new installations with MySQL/MariaDB. Existing systems will continue to be supported, but must be migrated to PostgreSQL until the release of Zammad 7. For this purpose, we have provided a detailed Migration Guide that can be used to migrate existing systems to PostgreSQL free of charge.

This decision was not easy for us. However, we see it as necessary, because we want to continue to provide you with a long-term and reliable platform and keep the effort for everyone within limits.

Slack Integration Deprecation
Starting with Zammad version 7.0, we will no longer support this particular Slack integration. It is recommended that you switch to pre-built webhooks instead, a new feature of ours. Existing Slack integrations should be migrated manually before this feature is discontinued.

Support for Internet Explorer 11
As of Zammad version 7.0, Internet Explorer 11 is no longer supported.

Technical Requirements

Please note that you must meet the following browser requirements to use this version:

Chrome: 83

Firefox: 78

Explorer: 11

Safari: 11

Opera: 69

Edge: 83

Download Zammad 6.4

All improvements can be found in the Changelog.

Source code

ftp.zammad.com/zammad-6.4.0.tar.bz2 (334e31c2ca2d1295359264eb67e2cbce)

ftp.zammad.com/zammad-6.4.0.tar.gz (6d1de0b9e3856474d0489381968a5c4c)

ftp.zammad.com/zammad-6.4.0.zip (c3d0d0064fa674d300d6121f37dd8d5c)

Packages

CentOS

Debian

Ubuntu

Docker-Compose

Upgrade
Here you can find information on upgrading your Zammad installation: