Email marketing for Zammad
Reach Zammad contacts based on their support status
Import active customers and organizations into mailfino and take open or closed support cases into account when selecting audiences — without transferring ticket messages.
- Repeated imports update rather than duplicate
- Open and closed cases as segments
- Read access through a dedicated HTTP Access Token
TICKET COMMUNICATIONS AND NEWSLETTERS
Add planned email marketing to Zammad support
Zammad sends operational ticket emails and can initiate event-based messages through triggers. mailfino does not replace these service communications. It adds a dedicated workspace for contact management, forms and consent, newsletter design, sending and reporting.
Import when needed: Run an import to update selected customer, organization and ticket details in mailfino. Data is refreshed through repeat imports; mailfino does not write changes back to Zammad.
01 · Zammad
Maintain support data
Manage active customers, organizations and tickets in the helpdesk
→
02 · Import
Update your selection
Import approved contact and status data through read access
→
03 · mailfino
Send newsletters
Select contacts who have consented, design, send and analyze
Zammad documents outgoing ticket emails and event-based triggers. The mailfino integration remains separate and uses only the read-only data scope described in the current manual .
CONTACTS AND ORGANIZATIONS
Keep your newsletter contacts up to date without repeated file exports
In the connection manager, you select separately which Zammad data should be available in mailfino. Active customers with a usable email address are imported as contacts; organizations add company associations.
- Enable support contacts, organizations and ticket snapshots separately
- Update existing contacts and tickets when importing again
- Exclude agents, disabled users and customers without email addresses from support contacts
SUPPORT STATUS AS CONTEXT
Take open and completed support cases into account in your communications
After the ticket import, two dynamic segments are available. You can select contacts with open or closed tickets separately and combine this selection with other mailfino filters.
- Treat contacts with open tickets separately in general campaigns
- Send targeted information to subscribers after a support case is completed
- Count multiple tickets for the same email address only once per contact
MAILFINO IN THE NEWSLETTER WORKFLOW
Create relevant newsletters using support status
Zammad supplies the approved customer data and ticket status. The newsletter work itself stays clearly organized in mailfino.
SELECT
Build audiences you have permission to contact
Combine support segments with lists and filters without confusing ticket status with permission to send.
DESIGN
Create newsletters visually
Create responsive newsletters in the editor, check their appearance and send test emails before approval.
ANALYZE
Track sending results
Assess deliveries, responses, unsubscribes and errors in mailfino reporting, separately from the support system.
DEPLOYMENT ON YOUR TERMS
Use the Zammad integration in Cloud, Selfhosting or Enterprise
The same newsletter workflow is available in the three professional deployment models. Selfhosting Lite does not include integrations.
CLOUD
Get started directly with mailfino
mailfino is operated for you; Zammad must be accessible over HTTPS for read access.
SELF-HOSTING
Control your data flows
Run mailfino on your infrastructure and connect your own installation directly to Zammad.
ENTERPRISE
Address individual requirements
Individual deployment, integration and project models are available for larger organizations.
CLEAR SYSTEM BOUNDARIES
Keep control of ticket content and permission to send
Use selected contact and ticket details to choose relevant audiences. Support conversations stay in Zammad, and newsletter permission is managed separately in mailfino.
- Messages, internal notes and attachments stay in Zammad.
- mailfino writes neither tickets nor customer data back to Zammad.
- The integration user sees only the groups assigned to them.
- A support contact or ticket is not newsletter consent.
- Consent, unsubscribes and blocklists are applied when sending in mailfino.
Ready for newsletters with Zammad?
FAQ
Questions about the Zammad newsletter integration
Doesn’t Zammad already send customer emails?
Zammad supports operational ticket emails and event-based messages through triggers. mailfino extends these service communications with a separate newsletter workflow featuring consent management, a visual editor, sending and reporting.
Which Zammad contacts does mailfino import?
Active users with the Customer role and a usable email address are imported. Agents, disabled users and customers without email addresses do not appear as support contacts.
Which ticket data is taken into account?
The documented attributes are number, title, status, priority and group, as well as the timestamps of the latest customer and agent contact. Messages, internal notes and attachments stay in Zammad.
Are Zammad and mailfino synchronized in real time?
No. The integration works with selected import profiles. A new import updates existing contacts and ticket snapshots rather than creating duplicates. mailfino does not write data back to Zammad.
How are support segments created?
After the ticket import, mailfino provides audiences for contacts with open and closed tickets. Matching is based on email address; a person only appears if they exist as a contact in mailfino.
Is a Zammad contact automatically subscribed to newsletters?
No. Support status and permission to send are separate. mailfino takes existing consent, unsubscribes and blocklists into account when sending.
What access is required?
A dedicated Zammad user with the Agent role is recommended, with access only to the required groups and an HTTP Access Token for users, organizations, tickets and tags. Publicly accessible instances require HTTPS.
What happens when the connection is deleted?
mailfino removes the associated import profiles, mappings, organization and ticket snapshots, and automatically created support segments. Contacts already imported are retained; Zammad remains unchanged.
Which deployment models support the Zammad integration?
The integration can be used with mailfino Cloud, commercial Selfhosting and Enterprise. Selfhosting Lite does not include integrations.
Where can I find the technical setup instructions?
The individual steps for the integration user, token, connection, import and segments are described in the current mailfino manual.
