Create Ticket

zammad.create_ticket

ActionBusiness appsconnection required

Calls the Zammad API with the connection's credentials.

Open a ticket in a group, optionally with its first article.

Ask about Zammad All Zammad nodes Provider API docs ↗

Connection

Required: Yes — the node will not save without one
Auth type: API key
Providers: Zammad
Secret shape: the API token, or {"api_token": "…"}
Config it needs: base_url
Resolved by: config.connection_id, else node.connection_id

Configuration

12 fields, 3 required. A dotted path is a nested object and name[] an array of objects — the editor renders the same tree.

Field	Type	Required	Default	Constraints	Example
title The ticket's title, as it appears in the agent's list.	string	Yes	—	—	Printer in reception is offline
group The group the ticket is routed to, by name or by id.	string	Yes	—	—	Users
customer The customer the ticket belongs to, by email address or by id.	string	Yes	—	—	david@example.com
article_body Body of the article to post as the ticket's first message. Leave blank to change nothing but the ticket's own attributes.	string	No	—	—	Thanks for getting in touch — we are looking into this now.
article_subject Subject line for that article.	string	No	—	—	Re: printer offline
article_type Zammad's article type, such as note, email or phone; every install defines its own set, so this is free text.	string	No	—	—	note
article_sender Whether the article is written as the customer or as an agent.	string	No	—	one of "Customer", "Agent"	—
article_internal Keep the article internal, so the customer never sees it.	boolean	No	false	—	—
state The state to open the ticket in, by name or by id; Zammad uses 'new' when this is blank.	string	No	—	—	new
priority The ticket's priority, by name or by id.	string	No	—	—	2 normal
owner The agent to assign the ticket to, by login, email address or id.	string	No	—	—	agent@acme.com
fields Any further ticket attributes, including this install's custom object attributes, as a JSON object such as {"note": "Imported from the old desk"}.	object	No	—	—	—

Example configuration

Every value below is the contract’s own example or default — nothing invented.

{
  "article_body": "Thanks for getting in touch — we are looking into this now.",
  "article_internal": false,
  "article_subject": "Re: printer offline",
  "article_type": "note",
  "customer": "david@example.com",
  "group": "Users",
  "owner": "agent@acme.com",
  "priority": "2 normal",
  "state": "new",
  "title": "Printer in reception is offline"
}

Output

One shape.

result

Field	Type	Example
id The ticket's numeric id.	number	—
number The ticket number people quote, such as '67001'.	string	—
title The ticket's title.	string	—
group_id Id of the group the ticket is routed to.	number	—
state_id Id of the ticket's state.	number	—
priority_id Id of the ticket's priority.	number	—
owner_id Id of the agent the ticket is assigned to.	number	—
customer_id Id of the customer the ticket belongs to.	number	—
organization_id Id of the customer's organization.	number	—
created_at When the ticket was opened, as an ISO 8601 stamp.	string	—
updated_at When the ticket last changed, as an ISO 8601 stamp.	string	—
article_ids Ids of the articles on the ticket.	array	—
ticket_time_accounting_ids Time accounting entries, if any.	array	—

{
  "article_ids": [],
  "created_at": "",
  "customer_id": 0,
  "group_id": 0,
  "id": 0,
  "number": "",
  "organization_id": 0,
  "owner_id": 0,
  "priority_id": 0,
  "state_id": 0,
  "ticket_time_accounting_ids": [],
  "title": "",
  "updated_at": ""
}

Notes

Zammad takes a name or an id for group, customer, state, priority and owner; whichever you write is sent through unchanged.
The article is only sent when 'article_body' has something in it.

Related Zammad nodes

See Create Ticket run in a workflow.

In a technical demo we add the Zammad connection, drop the node on the canvas and let Workflow Health pre-flight it before the first real run.

Book a technical demo Talk to sales