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Zammad

Zammad is an open-source support / ticketing system. It's accessible at support.netsoc.ie. Users can email support@netsoc.ie and Zammad will automatically create tickets for them. There's also an embeddable live chat widget, this is set up for the website (see website-ng/_layouts/splash.html).

Adding new admin users

All new users should sign up through the registration form at support.netsoc.ie. If they have emailed support@netsoc.ie before, an account will already exist. In this case they should use the password reset form to set an initial password. The dashboard can be used to make a user an "Agent" (can respond to tickets) and/or an "Admin" (can manage the Zammad installation).

If the admin dashboard is inaccessible, the Zammad Rails console can be used to set a user's roles:

  1. Get a rails console via the Zammad container:

    kubectl -n extra exec -ti zammad-0 -c zammad-railsserver -- bundle exec rails c
    
  2. Use the following snippet to set their roles:

    u = User.find_by(email: 'some_admin@tcd.ie')
    u.roles = Role.where(name: ['Agent', 'Admin'])
    u.save!
    

Setting email configuration

It's easiest to change the email configuration (sending notifications, sending / receiving ticket updates) from the dashboard. Head to Settings > Channels > Email. The screen should look something like this:

Zammad email config

Refer to the following screenshots for how inbound, outbound and notifications should be set up:

Zammad outbound email config Zammad inbound email config Zammad notifications email config


Last update: 2021-08-26