Helpdesk for Zammad

Support for the iOS and Apple Watch app. An independent, unofficial client for Zammad, not affiliated with Zammad GmbH.

Setting up

The app talks directly to your own Zammad server. You need the server URL and either your login or a personal API token.

Open the app. The setup wizard asks for your server URL, for example https://helpdesk.example.com.
Choose API token. In Zammad's web interface, go to your avatar → Profile → Token Access → Create, tick ticket.agent, and copy the token.
Paste the token and tap Test Connection. When it succeeds, the ticket queue loads.

“Connection failed”

The URL must include https:// and must be reachable from your phone's network. If the server is only reachable inside your office, connect to its VPN first.
The token needs at least the ticket.agent permission, and token access must be enabled by your Zammad admin (Settings → System → API).
Self-signed certificates are not accepted. Use a certificate from a public authority, such as Let's Encrypt.

Push notifications

Zammad has no built-in support for Apple push notifications, so the app uses a small relay run by us. When you enable notifications, the app registers your device with the relay and tells you how to add a webhook trigger in Zammad. Zammad then calls that webhook for ticket updates, and the relay forwards a push to your phone.

Notifications require the Premium unlock (see below) and a working webhook trigger in Zammad — the app shows the exact URL to paste.
Nothing about a ticket is stored on the relay; it only keeps your device token and the identifier it needs to route the push. See the privacy policy.
No notifications arriving? Check that the trigger in Zammad is active and that the app has notification permission in iOS Settings.

Colleague chat

Agents on the same Zammad server can message each other and hand tickets over. Messages are end-to-end encrypted on the device with a key that never leaves it; the relay only ever stores ciphertext.

A colleague appears in your contact list once they have opened the app on the same server.
Each device has its own key. A message sent before you installed the app on a new device cannot be read there — that is by design, not a fault.
Deleting a message removes it for everyone; deleting a conversation removes it for both participants.
Abuse: long-press any message to Report it (a pre-filled e-mail to us) or to Block its author. Blocked colleagues cannot message you and disappear from your contacts; undo in Settings → Chat → Blocked colleagues. You can also write to b.jonkers@world-ict.nl directly.

Premium

The app is free with a banner ad. A one-time Lifetime Unlock (or a subscription) removes the ad and enables real-time push notifications and the app icon badge. Purchases are handled by Apple; use Restore Purchases in Settings after reinstalling or switching devices.

Contact

Questions, bug reports and feature requests: b.jonkers@world-ict.nl, or open an issue on GitHub. Please include your app version (Settings → About) and the Zammad version you connect to.

Helpdesk for Zammad is developed by World ICT, Netherlands. Zammad is a trademark of Zammad GmbH; it is used here only to describe what this app connects to.