For Zammad, this automated workflow retrieves and filters open tickets daily, providing a concise summary to the customer support team via Zulip. It enhances team awareness of ticket statuses, ensuring timely responses and improved customer support efficiency.
This workflow is ideal for:
- Customer Support Teams: To efficiently manage and monitor ticket statuses.
- Team Leads/Managers: To receive daily summaries and ensure timely follow-ups on tickets.
- Automation Enthusiasts: Users who want to automate their ticket management processes using Zammad and Zulip integrations.
This workflow addresses the challenge of keeping track of support tickets by:
- Automating Ticket Retrieval: It fetches all tickets from Zammad, eliminating manual checks.
- Organizing Ticket Information: It categorizes tickets into new, open, pending reminders, and pending closures, providing clarity on the support workload.
- Daily Notifications: It sends a summary to the customer support stream in Zulip, ensuring the team is informed about the current ticket status every weekday at 8:30 AM.
Users can customize this workflow by:
- Adjusting Cron Schedule: Modify the cron expression in the 'Standup Cron' node to change the frequency and timing of notifications.
- Changing Ticket States: Update the filtering logic in the 'Ticket Filtering' node to accommodate different ticket states specific to your Zammad setup.
- Modifying Notification Content: Alter the content in the 'Notify for Standup' node to include additional details or change the format of the summary sent to Zulip.
- Integrating Other Tools: Add nodes for other tools or services you use alongside Zammad and Zulip to enhance workflow capabilities.