In this article, you'll learn how to index Zammad tickets as a knowledge source for your AI Agent — including connecting your Zammad account, configuring ticket filters, starting indexing, and verifying the results.
Before you start
You need Owner, Admin, or AI Agent Admin role in Enjo.
Your Zammad account must be connected to Enjo. See Connect Zammad if you haven't set that up yet.
At least one AI Agent must be configured in your workspace. See Create AI Agent.
Go to AI Agents and select the agent you want to configure.
Click the Knowledge tab.
Click Add Knowledge.
Select Zammad from the list of available apps.
Step 2 — Select your Zammad account
Select your connected Zammad account from the list.
Click Next.
💡 If your Zammad account is not yet connected, click Add New to set it up. See Connect Zammad for the full setup guide.
Step 3 — Create a knowledge source
Click Create a new knowledge source.
Enter a name for the knowledge source for example, Zammad Support Tickets.
Step 4 — Configure ticket filters
Configure which tickets to index using the available filters:
Filter
What it does
State
Index only tickets in a specific state — for example, Open or Closed
Priority
Index only tickets with a specific priority — for example, Normal or High
Group
Index only tickets belonging to a specific group
All filters are optional. If you leave them empty, all tickets from your Zammad account will be indexed.
Select your preferred filter values.
Click Get count to see how many tickets match your filters and will be indexed.
💡 Click Get count again any time you change a filter to update the ticket count before starting indexing.
Step 5 — Add metadata and start indexing
Optionally add metadata as key-value pairs to describe the knowledge source — for example, source: zammad or team: support. Metadata improves search accuracy.
Click Start Indexing.
The knowledge source appears in the list with a status of Processing.
Step 6 — Verify indexing
Refresh the page periodically until the status changes from Processing to Done.
Once the status shows Done, all matching tickets have been successfully indexed and are available to your AI Agent.
Ask a question related to the content in your indexed Zammad tickets.
Review the response. The AI Agent includes a citation linking back to the source — click it to navigate directly to the corresponding Zammad ticket.
💡 If the AI Agent is not returning answers from Zammad content, verify that indexing completed successfully and that the correct filters were applied in Step 4.
What's next
AI Agent Knowledge — Manage all knowledge sources connected to your agent.
Bulk Testing — Validate AI responses across your knowledge sources at scale.
