Zammad integration

[agpul]

Scope:

• [x] see how it works right now with jira
• [x] can we use it for free? Its completely open source? Yes, if we deploy it on our own
• [ ] czy zammad sie nadaje do tworzenia ticketow, ktore sa zamowienieniami serwisow?
• [x] czy kazdy provider bedzie mogl stworzyc/otrzymac swoje konto na zammadzie bez problemow?
• [x] view access management - zeby provider widzial tylko to do czego ma uprawnienia - tworzenie dedykowanych kolejek
• [ ] czat w dwie strony powinien dzialac, MP do ich API, API do MP.
• [ ] jak generalnie wyglada ich API?
• [x] uprawnieni uzytkownicy powinni moc zmieniac np. status dane ticketa
• [ ] sprawdzic ile kont mozna tam wpuscic na raz/ogolem. Czy sa jakies ograniczenia?
• [ ] kontakt z Mieszko jak Oni uzywaja tego w plgrid

Myslę, że dobrze byloby sobie wziac to darmowe demo na iles tam dni i sie pobawic tym zammadem

[wiktorflorian]

I have tested +/- the functionality of the MP communication with JIRA. I can confirm that it is possible to set up users, roles and organisations in zammad. Therefore, there should be no problems with multiple organisations, although I will need to check if there is a limit. I will also investigate other alternatives and delve more into the open source version of Zammad.

[wiktorflorian]

google sheet with comparison of open source jira / helpdesk / order management alternatives

[wiktorflorian]

Zammad software requirements Key points: Database - PostgreSQL 10+ Elasticsearch (optional but strongly recommended for searching)

Zammad migration:

Limitations There might be source dependent limitations which we will be covering on the direct migration pages. However, these limitations count for all migrations: Migrations are only possible on new instances. Migrations are only possible from one sources. Several migration sources on one instance are not supported. Zammad can’t migrate object types it doesn’t know, migrations will fail. Zammad migrates all or nothing. This means that you can’t deselect specific information specific groups, tickets or users. Available Migration Options Freshdesk, Kayako, OTRS, Zendesk other options API or contacting Zammad

This bothers me, Zammad is designed as a helpdesk.

While the number of secondary organizations is not limited directly, you may want to keep this to a reasonable number of organizations.

30-40 organisations at maximum should be good enough.

While Zammad can manage user roles and permissions, it does not natively support multi-tenant setups where multiple providers manage their orders independently without seeing each other's data without significant customisation.

Zammad is best suited for handling customer service and support tickets. It can be customised for simple order-related communications where the main requirement is to track and manage service requests or issues.

Not ideal for comprehensive order management tasks involving inventory, detailed order processing, fulfilment and multi-tenant provider management without significant customisation.