Gravity Forms
+ Zammad Premium

Bring your website forms into your helpdesk. The Gravity Forms Zammad Premium Add-on creates a Zammad ticket from every submission. It finds the Zammad customer with the same email address or creates one, and files the ticket with the title, group, priority, state and tags you choose, with the form answers as the first article.

It works with any Zammad, hosted or self-hosted, through your own API token (HTTP Token Access). Enter the address and the token, pick a default group and check everything with the Test connection button. Each feed decides the ticket title, the group, whether the body is a message from the customer or an internal note, and the priority, state and tags. Merge tags and conditional logic let one form route requests to different groups.

Retries and Resend never create a second customer or ticket. The ticket number and link are saved on the entry, can go into your notifications with merge tags, and two notification events tell you when a ticket was created or failed. Your token is encrypted on your site, never shown again and never logged, and the add-on only ever contacts the Zammad address you set.

When a form is submitted, the add-on searches your Zammad for the customer with the same email address (GET /api/v1/users/search), creates the customer if there is none (POST /api/v1/users), and creates the ticket with the first article nested in the same request (POST /api/v1/tickets), authenticated with your token in the Authorization header (HTTP Token Access). It keeps the ids and links on the entry and a reference on the ticket, so a retry never creates duplicates, and it never follows a redirect to another host. The token is encrypted at rest and the Zammad address is locked, so nothing is sent anywhere except your Zammad.