Zammad

The Zammad integration links your phone system to Zammad's caller log using Zammad's built-in CTI feature. When a call happens, Zammad shows who's calling, which agent is handling it, the live call status, and the call metrics. This is a caller-log integration — it surfaces call information inside Zammad rather than writing call records the way the CRM connectors do.

Connecting it takes two things from Zammad: your Zammad hostname, and an API token.

Before you connect

• A Zammad account with access to Settings → System → Integrations.
• A recent platform version. This integration needs VoxaLink v69 or later.
• CTI enabled in Zammad. Go to Settings → System → Integrations → CTI (generic) and turn it on.
• A Zammad API token, and your Zammad hostname (for example support.example.com). You'll paste both into VoxaLink.

Set it up in VoxaLink

1. In Zammad, open Settings → System → Integrations → CTI (generic) and enable it.
2. In Zammad, create an API token with access to the caller log.
3. In VoxaLink, open Admin → CRM Integrations and find Zammad.
4. Click Configure. In the dialog:
   • Apply to — All accounts (tenant-wide), or restrict it to a single permission group.
   • FQDN — your Zammad hostname on its own, like support.example.com. Don't include https:// or a trailing path.
   • API token — the token you created in step 2.
5. Click Save.

The caller log starts updating on the next call.

How it behaves

On a call — inbound or outbound — Zammad's caller log shows:

• The caller, automatically matched against Zammad's contacts.
• The agent handling the call.
• The call status — Ringing, Connected or Missed.
• The metrics — ring time, duration and timestamp.

Clicking a matched contact opens that person's ticket dialogue or their profile, so an agent can pick up the conversation straight away.

Limitations

• Caller log only. You can't make or receive calls from inside Zammad — the integration displays call information, it isn't a softphone.
• Click-to-dial needs the desktop app. Dialling from Zammad requires the VoxaLink desktop app.

Troubleshooting

• The caller log doesn't update — check the FQDN is a bare hostname with no https:// and no trailing path, confirm the API token is still valid, and confirm CTI is enabled in Zammad.
• Calls don't appear for a team — check the Apply to scope; if it's restricted to a group, only that group's calls show.
• Can't dial from Zammad — that's expected; click-to-dial runs through the VoxaLink desktop app, not Zammad itself.