1. ➰ Core Workflows
It has often been asked for and now it's here: the Core Workflows (Dynamic Screens).
This new feature is available to all users on a Plus plan and (finally!) brings you the possibility to design screens and masks within Zammad individually. This allows you to display or hide certain fields for certain groups.
Besides that, you can create dependencies. This means that if a field is used, further ticket objects can be:
- shown or hidden and/or
- provided with a limited selection and/or
- defined as a mandatory or optional field
So don't adjust to Zammad - instead, adjust Zammad to your specific workflows and processes!
➡️ Learn more about the Core Workflows on the Feature Page.
Discover all about the new feature in our upcoming free webinar, held on October 18 and 21! Head here for tickets!
Some of you may have spotted our poll on Twitter, where we asked what this feature should be called. A few users reached out to us and pointed out that none of the names we suggested truly reflected the full scope of possibilities that the feature offers. We've taken this feedback on board and used their suggestions (thank you so much for them!) to create what is now the official name: Core Workflows. We'd like to thank everyone who took the time to participate in our poll! 📊
Of course, we also want to extend our Thanks to our feature sponsor EDF DAG, who were essential in making the quick development and implementation of this feature possible. 🙏🏻 We appreciate your contribution to Zammad!
2. 🦢 Messagebird Integration
Zammad 5.0 also brings you a new integration for an omnichannel communications platform, Messagebird. This way, you can send and receive SMS through your helpdesk and receive notifications based on predefined triggers.
3. ☮️ Inclusive Language
This major release brings even more news, as we have decided to implement a long-overdue change: the switch to inclusive language. This means that we will pay extra attention to the expressions that we use within our system and repository, with the aim of avoiding any that might have a negative connotation and could be considered disrespectful due to political, historical, or other reasons. The first step is the elimination of the terms "master" and "slave".
Here is an example of what will change:
- When merging tickets, these used to be called Master and Slave. This has now been changed to Source and Target.
- Internal test accounts were called "email@example.com". From now on, it's "firstname.lastname@example.org"
- The Notification Master, which is the sender behind the email notifications, is now called "Notification [Product Name]"
We'll keep an eye out for further expressions that need updating, and will tackle this change bit by bit.
4. Zammad 🔁 Jira
Zammad 5.0 also brings you an improved integration for Jira Service Management. Like Zammad, Jira is an ITSM solution with email integration. With the new detection logic, Zammad can tell if one of your Jira emails belongs to an existing Zammad ticket and will link both in your helpdesk. The result? Less clutter, better overview! 😎
Many thanks at this point to Adfinis, who supported us (yet again) with a feature sponsorship! 💛
5. 🤩 Improved User Experience
Besides the already described changes, we have also made some improvements that will make the usage of Zammad more enjoyable.
- Improved display of inactive agents
- The option of adding attachments to triggers
- The possibility to tag knowledge base articles from within a ticket
💡 Are you missing a certain feature in Zammad? If so, why not become a feature sponsor?
Reach out to us with your feature idea and together we can talk about how to make it happen!
🚨 Technical Notes
Please note that you will need to fulfill the following technical prerequisites in order to use this version:
- PostgreSQL 9.3 or newer
(please note that CentOS 7 requires PostgreSQL update for this!)
- MySQL/MariaDB 5.5.8 or newer
This release comes with two breaking changes:
- The chat attribute whitelisted_websites is now called allowed_websites, which affects all related REST endpoints
- The TicketController returns source_ticket and target_ticket instead of slave_ticket and master_ticket. This affects only the PUT /api/v1/ticket_merge/:source_ticket_id/:target_ticket_number result
You can find the corresponding advisories here:
You will find all improvements in the Changelog.
Download Zammad 5.0
Download Zammad 4.1.0
You can find information on an upgrade of your Zammad installation here:
Please note that starting with Zammad 5.0 you'll need Node.js to run 'rake assets:precompile'.
Find out more in our documentation.
Browser Deprecation List: Required for Zammad 5.1.0
- Chrome: 83
- Firefox: 78
- Explorer: 11
- Safari: 11
- Opera: 69
- Edge: 83