Release

Zammad 2.6.0 & 2.5.1

August 10, 2018 · Today, we’re pleased to announce a brand new release of Zammad!

Zammad 2.5.1 includes a lot of minor bugfixes, while the new Zammad 2.6.0 comes with the following major improvements:

Zammad 2.6.0 & 2.5.1 (Major and Patch Level)

Feature #1: Phone (CTI) integration for everyone

If you’ve never used Zammad’s sipgate.io integration before, you don’t know what you’re missing: Skip the opening questions when customers call, greet them by name, and get their tickets up on the screen with a single click. Or, identify missed calls at a glance, and return calls right from within Zammad. It’s an incredible time-saver, and up until now, it’s only been available to sipgate.io customers.

Zammad 2.6 opens this functionality up to anyone with access to a CTI (computer telephony integration) system.

Manufacturers of telephone systems or developers can use this interface to connect their telephone system to Zammad.

What do I need to get started?

Zammad requires the following information to support the agent:

individual call events (e.g., call incoming/answered/ended)
caller ID data

To use the new CTI interface, your CTI system must transmit this information (and only this information) to Zammad via HTTP.

What can it do for me?

Inbound calls

Caller ID display: Open a caller’s customer profile with just one click
Intelligent caller ID search: Automatically scans tickets for caller ID data (e.g., in email signatures) if customer account data is missing
Caller overview: See a caller’s entire ticket history, or instantly create a new ticket
Call journal: See all calls at a glance, along with their status (e.g., which ones require a call-back?)
Agent overview: See who’s currently on a call
Selective call blocking*
Do-not-disturb mode*

Outbound calls

Direct dialing: Initiate calls from within Zammad*
Dynamic caller ID: Set your caller ID based on, e.g., the destination country of the call*

* requires PBX/telephone system support

Screenshot Zammad generic CTI admin integrations

The documentation can be found on https://docs.zammad.org/en/latest/api/generic-cti/index.html

Feature #2: Macros can do (a tiny bit) more

Macros make it easy to automate common, multi-step tasks within Zammad. Up until now, though, executing a macro and closing a tab require two separate clicks, when you almost always want both.

As of Zammad 2.6, macros can be configured to close the current tab when finished, so you can move straight onto the next ticket without another thought. It’s a small change, but it makes a big difference in many users’ daily workflow.

This setting is optional, of course, so there’s nothing to worry about if you don’t want your macros to work like this.

Feature #3: Better full-text search in the REST API

Zammad offers a flexible, powerful full-text search feature that scans through pretty much everything (tickets, users, organizations, even email attachments) in a flash. It’s available in the web interface, of course, but it really shines in the REST API.

In the past, search results from the REST API were returned with a fixed sorting order. Now with Zammad 2.6, you can specify which attribute to sort by (sort_by) and whether to display results in forward or reverse order (order_by) in the full text search.

Further information in the API documentation: https://docs.zammad.org/en/latest/api-user.html#search, https://docs.zammad.org/en/latest/api-organization.html#search and https://docs.zammad.org/en/latest/api-ticket.html#search

Feature #4: Postmaster filters can do more, too

Postmaster filters are an effective tool to, e.g., forward incoming emails based on certain predefined conditions. Now, they can be used to add or delete tags on a ticket as well.

This new functionality comes with a lot of potential for using tags in combination with other features (e.g., triggers or overviews).