Resources · Make integration

Zammad Make integrationAutomate Zammad with Make.

Your helpdesk can do its own paperwork. The Zammad Make integration gives you 11 modules (8 actions, 3 searches) to open, read and update tickets and organizations without code. This guide walks support leads and ops people through the connection and a first working scenario.

Try the Zammad integration on MakeSee the 11 modules

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What you can automate

What can the Zammad Make integration do for your support team?

The Zammad Make integration links your Zammad helpdesk to Make, a visual tool where you build a scenario (the automation itself) out of modules, one brick per task. Zammad's modules act on tickets, organizations and users: they create, read, change or look things up, and Make passes the result to the next app in the chain.

Tickets that open themselves. A request lands somewhere else (a form, a spreadsheet row, an order problem in your shop) and Create a Ticket turns it into a proper Zammad ticket, so nobody retypes it.

Customer accounts that stay in sync. When a company signs up in your CRM, Create an Organization adds it to Zammad; when its details change, Update an Organization follows. Agents see the right account on every ticket.

Reports built from real conversations. Search Tickets pulls the tickets you care about, and List Ticket Articles reads the messages inside each one, ready to copy to a sheet or hand to an AI summary step.

One thing to know up front: Zammad has no trigger module in Make. Nothing in Zammad can start a scenario by itself, so you start it on a schedule or from another app's trigger. There is no generic API call module either, so you stay within these 11 modules. If you prefer self-hosted automation, the Zammad n8n integration covers the same helpdesk, and n8n vs Make helps you pick. New to the editor? Make training starts from zero.

Connect

How do you connect your Zammad account to Make?

  1. 01

    Add a Zammad module and open the connection

    In your scenario, add any Zammad module, then click Create a connection. A connection is your Zammad account linked to Make once; every Zammad module you add later reuses it.

  2. 02

    Name it so you can find it again

    The Connection name field is optional, but worth filling in. If you run a test instance and a live one, a name like "Zammad production" saves you from updating tickets in the wrong place.

  3. 03

    Paste your credentials

    Zammad accepts a username and password, an access token, or an OAuth2 token. Enter what you copied from your Zammad account, or follow the instructions Make shows on screen, then save.

First scenario

Your first scenario: tidy up tickets on a schedule

GoalWhen the scheduled run starts, Make searches your Zammad tickets and updates each one it finds.

  1. 01

    Create the scenario

    Go to the Scenarios page, create a new scenario and click the big +. Since Zammad has no trigger, your first module will be a search that Make runs on a schedule.

  2. 02

    Add Search Tickets

    Search for Zammad, pick Search Tickets and select the connection you just made. Describe which tickets you want back. Make lists what it can read from Zammad once the connection works.

  3. 03

    Add Update a Ticket

    Click the + on the right of the search and add Update a Ticket. Map the ticket from the search into it (mapping means dragging a value from one module into a field of the next), then set the change you want applied to every ticket found.

  4. 04

    Test with Run once

    Click Run once. Each ticket the search returns travels as a bundle (one item passed to the next module), and you can open the bundles to check what the update received before trusting it.

  5. 05

    Schedule it and switch it on

    Open the clock on the first module. A new scenario runs every 15 minutes by default; keep that or pick your own interval. Then switch the scenario on and let it work.

Modules

The 11 Zammad modules, and when to reach for each

Zammad gives you 11 modules. For each one: what it does for you, when to reach for it, and what to watch out for.

Zammad1

Create an Organization

Action

In Make“Creates a new organization.”

Adds a company to Zammad so its people and tickets can be grouped under one account.

When to use it
a deal is marked won in your CRM and the customer should exist in the helpdesk before their first email arrives.
Watch out
run Search Organizations first, or a second run can create the same company twice.
Zammad2

Create a Ticket

Action

In Make“Creates a new ticket.”

Opens a fresh ticket in Zammad from data another module hands over, so the request lands in the queue your agents already work from.

When to use it
a refund form is submitted on your site and you want it handled like any other support case.
Zammad3

Delete an Organization

Action

In Make“Deletes an organization.”

Removes an organization from Zammad for good.

When to use it
cleaning up test accounts or duplicates you have already identified with a search.
Watch out
there is no undo. Run the scenario once by hand and read the bundle before letting it delete on a schedule.
Zammad4

Get an Organization

Action

In Make“Gets an organization.”

Fetches one organization you already know, so later modules can use its details.

When to use it
a ticket points to a customer company and you want that company's record next to it in a report or a message to your account manager.
Zammad5

Get a Ticket

Action

In Make“Retrieves details about a ticket.”

Reads the details of a single ticket when you already have its reference.

When to use it
another tool stores a Zammad ticket reference (an order, a task) and you need the ticket's current state before deciding what to do next.
Zammad6

Get a User

Action

In Make“Retrieves details about a user.”

Returns the details of one Zammad user, whether customer or agent, based on the reference you pass in.

When to use it
a ticket came back from a search and you want the requester's details to personalize a follow-up sent from another app.
Zammad7

Update an Organization

Action

In Make“Updates an organization.”

Changes an existing organization so Zammad reflects what the rest of your tools know about the customer.

When to use it
a company renames itself or moves to a new plan in your billing tool, and agents should see the change.
Watch out
you need the organization's reference, so place a search or a Get module before it.
Zammad8

Update a Ticket

Action

In Make“Updates a ticket.”

Edits a ticket that already exists, the workhorse for keeping the helpdesk in line with what happens elsewhere.

When to use it
a shipping tool confirms delivery and the matching ticket should reflect it without an agent touching it.
Watch out
behind a search, it runs once per ticket found, and each run counts as an operation on your plan.
Zammad9

List Ticket Articles

Search

In Make“Retrieves articles of a given ticket.”

Brings back the articles of one ticket, meaning the messages and notes exchanged on it, each as its own bundle.

When to use it
you want the full conversation of a closed ticket to feed a summary, a knowledge base draft or a quality review.
Zammad10

Search Organizations

Search

In Make“Searches organizations by given criteria.”

Looks through your organizations with the criteria you set and returns zero, one or several matches.

When to use it
before creating a company, to check whether Zammad already knows it.
Watch out
plan for the empty case; add a filter so the next module only runs when something was found.
Zammad11

Search Tickets

Search

In Make“Searches for a ticket.”

Finds the tickets that match your search and sends each one down the scenario separately.

When to use it
as the first module of a scheduled scenario, since Zammad offers no trigger, to pick up the tickets you want to act on.
Watch out
every ticket returned multiplies the operations of the modules that follow.
Need help

Need help automating Zammad with Make?

A person reads every message.

FAQ

Zammad and Make: common questions

01Is the Zammad Make integration free?
Yes, Zammad is a standard app in Make, so it works on the Free plan. That plan has limits you will feel quickly on a helpdesk: 2 active scenarios, at least 15 minutes between two scheduled runs, 5 minutes of execution per run and 512 MB of data transfer. Paid plans (Core, Pro, Teams, Enterprise) drop the interval to 1 minute and remove the cap on active scenarios. Usage is counted in operations, one per module per bundle, so a search returning many tickets costs more than you might expect. Your Zammad subscription is a separate matter, handled on Zammad's side.
02What does it take to connect Zammad to Make?
An active Zammad account and one way to prove it is yours: a username and password, an access token, or an OAuth2 token. The access token is the usual route. You create it in your Zammad user profile settings, under personal access tokens or API access, and copy it while it is displayed. In Make, you add a Zammad module, click Create a connection, optionally give it a name, and paste the credential. The same connection then serves all 11 modules.
03Can a Zammad scenario in Make react to new tickets instantly?
No, not from Zammad itself. The integration has no trigger module, scheduled or instant, so Zammad cannot tell Make that a ticket just arrived. You have two ways to start a scenario anyway. Put Search Tickets first and let Make run it on a schedule, every 15 minutes by default and never more often than every 15 minutes on the Free plan. Or start from another app's trigger, a form or a shop order for example, and use Zammad modules as the actions that follow.
04What if the Zammad module you need is missing in Make?
It depends on what is missing. Make offers 8 actions and 3 searches for Zammad, and this app has no Make an API Call module, so you cannot reach other parts of the Zammad API from Make. Check first whether a combination does the job, such as Search Tickets followed by Update a Ticket. If it does not, another automation tool may cover the gap, or the team can look at your case. Also note that Make labels its Zammad documentation as AI-generated, so verify any detail that matters directly with Zammad.
05Make or n8n for Zammad: which one fits your team?
It depends on how you like to work. Make gives you a visual editor where each Zammad module is a bubble you connect, which suits someone setting up a first automation without code. n8n also has a Zammad node and appeals to teams who want to host their automation themselves or go further into technical settings. The practical test is simple: list the ticket and organization actions your workflow needs, then check which tool offers them. For a comparison of the two platforms, see the n8n vs Make comparison on this site.
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