Use Zammad with AI via MCP
Service desks produce knowledge every day that almost nobody finds again later: workarounds, customer context, recurring failure patterns. Community MCP servers for Zammad work entirely through the REST API – and we run them as a container inside your CompanyGPT environment.
What is Zammad?
Zammad is an open source helpdesk and ticketing system from Zammad GmbH in Berlin. Requests from email, web forms, phone and chat converge in a single ticket system, complemented by a knowledge base, text modules, triggers and automations. It runs either as the vendor’s hosted offering or as an installation inside the company network.
For AI agents, the ticket archive is the most valuable data source in support: it holds the full history of a customer relationship including technical detail and agreements made along the way. Tickets, users and organizations are available in structured form through the REST API – the basis for answering questions about support history directly instead of researching them by hand.
Connection at a Glance
- MCP server
- Community, self-hosted – no vendor-provided server
- Repositories
- basher83/Zammad-MCP, Softoft-Orga/zammad-mcp-server
- Transport
- stdio as well as SSE/HTTP – container in the CompanyGPT environment
- Authentication
- Zammad API token (recommended), alternatively OAuth2 or user/password
- Operating model
- Self-hosted or Zammad Cloud
- Interface
- Zammad REST API, webhooks and triggers
How to Connect Zammad to CompanyGPT
Zammad GmbH does not publish an MCP server. What is used instead are community MCP servers such as basher83/Zammad-MCP, which exposes tickets, users and organizations (stdio as well as SSE/HTTP transport, working with Zammad 6 and 7), or Softoft-Orga/zammad-mcp-server. Both operate purely through the documented REST API and require no changes inside the Zammad installation.
The selected server runs as a container inside your CompanyGPT environment. For authentication we recommend a Zammad API token belonging to a dedicated service account; OAuth2 tokens or username and password are alternatives. The permissions of that account directly determine which groups and ticket areas the assistant can reach at all.
How CompanyGPT reaches your instance depends on the operating model. With the vendor-hosted variant, regular internet access is enough. If you run Zammad yourself inside your own network – common among IT service providers and public sector organizations – we set up the network connectivity together with your IT team.
Note for on-premises operation: CompanyGPT runs in your own Azure tenant – so your on-premises network can be connected directly: via a site-to-site VPN (Azure VPN Gateway) or ExpressRoute between your corporate network and the virtual network of your CompanyGPT environment. The system does not need to be publicly reachable; we set up the connection together with your IT team.
Typical Use Cases
How AI agents in CompanyGPT work with Zammad
Grasp a ticket history in seconds
When taking over an escalated case, the assistant summarizes the history so far including interim fixes and open points, instead of the agent reading through dozens of articles.
Reply drafts from the team's knowledge
For a recurring request, the agent proposes a reply that draws on earlier solutions which actually worked in a comparable customer setting.
Spot patterns in the ticket volume
Service management asks which failure patterns became more frequent in recent weeks and which organizations are affected – as input for product or documentation work.
Frequently Asked Questions
Zammad and AI – the most important answers
Is there an official Zammad MCP server?
No, Zammad GmbH does not provide one. Community servers such as Zammad-MCP do exist, exposing tickets, users and organizations purely via the REST API and working with Zammad 6 and 7.
Does our Zammad installation need to be modified?
No. The community servers rely solely on the documented REST API. What you need is an API token or a service account with the desired group permissions – no plugin and no change to the system itself.
We use Zammad Cloud – does that change anything?
Only the network path. With the hosted offering, the MCP container reaches the API directly over the internet. A secured network connection is only needed when self-hosting inside your own network.
Which tickets can the assistant see?
Exactly those the configured account may see in Zammad. Group and role permissions let you narrow access to specific areas; in CompanyGPT your administrators additionally release the integration only to selected roles.
Does support data leave our environment?
The MCP server runs inside your CompanyGPT environment and processing happens in your own cloud tenant. No additional service sits between CompanyGPT and Zammad where ticket content could accumulate.
Zammad and Your AI – GDPR-Compliant with CompanyGPT
CompanyGPT is the enterprise AI assistant in your own cloud tenant: all relevant AI models, your company data and integrations like Zammad – centrally managed, with roles and permissions. We set up the connection together with you.
Zammad is a trademark of its respective owner (Zammad GmbH). Its mention describes compatibility and does not imply any partnership or endorsement. Availability and scope of the connection depend on the respective vendor.