Zammad + AI - for ChatGPT, Claude, GitHub Copilot, Microsoft 365 Copilot, Gemini, and any agent that speaks MCP

Unofficial. Community-built Claude Code Skill and MCP server for the Zammad API. Not affiliated with, endorsed by, or sponsored by Zammad GmbH.

_{Full skill page - install, outcomes, safety model.}

Every Zammad ticket, article, and Knowledge Base operation as one CLI and MCP server - plus a team-management layer (agent load, customer health, aging backlog, escalation triage, churn risk, feedback mining) the Zammad API can't answer in a single call. Works with the AI you already use - ChatGPT (Plus/Pro+), Claude Desktop, Codex, Claude Code, Claude Cowork, and GitHub Copilot - plus Microsoft 365 Copilot / Copilot Studio and Google Gemini via the remote path. Free, open source, runs on your laptop. Built for MSP owners. No code required.

Works with your agent

The six agents MSP owners actually use (self-serve, works today):

Your AI agent	How to install the Zammad skill
Claude Desktop	Run installer, then Settings > Extensions to register zammad-mcp (no JSON editing).
ChatGPT (paid plans)	Run installer, expose zammad-mcp over HTTPS, register as a Developer Mode connector.
Codex CLI	Paste the install prompt below.
Claude Code	Paste the install prompt below.
Claude Cowork	Paste the install prompt below.
GitHub Copilot (VS Code)	Run installer, add zammad-mcp to mcp.json under the servers key, then pick Agent mode.

For ChatGPT, run zammad-mcp --transport http and expose that behind HTTPS - no bridge package is needed. See mcp-install.md.

Also for the Microsoft and Google stacks

Big install base, but an honest heads-up: these are the remote / enterprise path, not the local binary you just installed.

Agent	What it takes
Microsoft 365 Copilot / Copilot Studio	Not self-serve. Host zammad-mcp over HTTPS, then wire it into Copilot Studio (Tools > Add a tool > Model Context Protocol > Server URL) or a declarative agent. Needs a Copilot Studio license + tenant admin. See mcp-install.md.
Google Gemini	Gemini CLI is local - same as Claude Code. The Gemini app is remote - same HTTPS path as ChatGPT. See mcp-install.md.

Skill-native agents (also covered): Hermes and OpenClaw read this skill's SKILL.md directly and speak MCP - see their install sections below. Also works with Cursor, Windsurf, Cline, Continue.dev, and Zed via MCP. Full per-tool wire-up: docs/which-agent.md.

Run more than one agent? Install across all 51+ supported agents in one command: npx skills add Servosity/msp-skills@latest (requires Node.js, then run the per-skill installer for the CLI/MCP binaries). See docs/which-agent.md.

Install in 60 seconds

Fastest for Claude Desktop - one-click .mcpb

Claude Desktop bundle: the .mcpb launches on macOS (Intel and Apple Silicon), Windows x64 and Linux x64. Every tool shells out to the companion zammad-cli. Releases cut from 2026-09-18 on ship that CLI inside the bundle; older bundles contain only the MCP server, so if yours lacks the companion, run the Path A or Path B installer below first (or set ZAMMAD_CLI_PATH to an existing binary). Details: #331.

Download Zammad MCP (.mcpb) - then open Claude Desktop > Settings > Extensions and select the file. One click, no JSON, no shell. (Browse every Zammad release on the releases page.)

Prefer the Claude Code plugin? Add the marketplace once, then install - works immediately, no directory listing required:

/plugin marketplace add Servosity/msp-skills
/plugin install zammad@msp-skills

Path A - paste one prompt into your AI agent (recommended)

Copy this into Claude Code, Codex CLI, or Claude Cowork:

Install the Zammad Skill and MCP server from Servosity/msp-skills in this agent workspace. If this workspace uses a POSIX shell (macOS, Linux, WSL, or Bash), run bash <(curl -fsSL https://raw.githubusercontent.com/Servosity/msp-skills/main/skills/zammad/install.sh). If it uses Windows PowerShell, run iwr -useb https://raw.githubusercontent.com/Servosity/msp-skills/main/skills/zammad/install.ps1 | iex. Then authenticate per the README and run zammad-cli --help to explore.

The same prompt works in any agent that can run shell.

Path B - run the installer yourself

Windows (PowerShell):

iwr -useb https://raw.githubusercontent.com/Servosity/msp-skills/main/skills/zammad/install.ps1 | iex

macOS / Linux:

bash <(curl -fsSL https://raw.githubusercontent.com/Servosity/msp-skills/main/skills/zammad/install.sh)

The installer drops both zammad-cli (the CLI) and zammad-mcp (the MCP server) into your user bin path. Claude Code, Codex, and Cowork discover the Skill via SKILL.md in this directory.

Verify:

zammad-cli --version

Upgrade to the latest version

The installer always fetches the current release - re-run it to upgrade:

macOS / Linux:

bash <(curl -fsSL https://raw.githubusercontent.com/Servosity/msp-skills/main/skills/zammad/install.sh)

Windows (PowerShell):

iwr -useb https://raw.githubusercontent.com/Servosity/msp-skills/main/skills/zammad/install.ps1 | iex

Claude Desktop .mcpb users: download the latest .mcpb (top of this section) and re-select it in Settings > Extensions. Claude Code plugin users: /plugin update zammad@msp-skills.

Add to Claude Desktop, GitHub Copilot, Gemini CLI, Microsoft 365 Copilot, or another MCP client

After the installer runs, see mcp-install.md and docs/which-agent.md for the per-agent wire-up - one section per agent, including the GitHub Copilot servers key and the remote Microsoft 365 Copilot / Copilot Studio path. Claude Desktop's Settings > Extensions panel is the simplest path; the MCP config block (for users who prefer editing JSON) is documented in mcp-install.md.

Install for Hermes

From the Hermes CLI:

hermes skills install servosity/msp-skills/skills/zammad --force

Inside a Hermes chat session:

/skills install servosity/msp-skills/skills/zammad --force

Hermes speaks MCP natively, so it can also use the zammad-mcp server directly - same install path, same env vars.

Install for OpenClaw

Tell your OpenClaw agent (copy this):

Install the zammad skill from https://github.com/servosity/msp-skills/tree/main/skills/zammad. The skill defines how its required CLI (zammad-cli) can be installed via the openclaw: frontmatter block.

OpenClaw isn't generally available yet; the frontmatter wiring is pre-shipped and will activate the moment OpenClaw launches.

Authenticate

Set the credentials the CLI needs (from your Zammad portal):

ZAMMAD_API_TOKEN=<value> zammad-cli doctor

doctor confirms the credentials work before you run anything that touches data. It exits 0 even when the credential is rejected, so scripts should add --fail-on error.

What this skill does

Question your team keeps asking	Command
Who on support is overloaded right now?	zammad-cli agent-load --json
Is each agent's queue growing or shrinking?	zammad-cli agent-trend --weeks 4 --json
Which customers are struggling and need attention first?	zammad-cli customer-health --at-risk --json
What tickets have been open too long?	zammad-cli overdue --days 3 --json
Which customers sound upset and should be escalated?	zammad-cli escalate --json
Which accounts are trending toward churn, and why?	zammad-cli churn-risk --json
What are customers asking for (features, pricing, compliance)?	zammad-cli feedback-scan --bucket pricing --json
Find and read open tickets (scope to a customer with organization_id:N)	zammad-cli tickets search --query "state:open" --json
Log a note or search the Knowledge Base	zammad-cli ticket note 12345 --body "..." --internal · zammad-cli kb search "restore" --json

Full command reference: guide.md. For the AI-agent operating contract (--agent, --dry-run, when to confirm before mutating), see AGENTS.md.

What makes this different

Most Zammad integrations and MCP servers proxy each question into a live API call. That's fine for one record. It dies at scale, when you're asking "who on the team is overloaded across every open ticket" or "which of our customers have the most aging, angriest threads this quarter" - questions the Zammad API has no single endpoint for.

This skill syncs Zammad into a local SQLite mirror with full-text search. Aggregate questions become one local SQL join: instant, offline, and the AI sees the answer, not the raw data. Compound commands like agent-load, churn-risk, and feedback-scan join across tickets, articles, organizations, and users - work a stateless API wrapper can't do.

The pain this closes

The recurring complaint about ticketing tools on r/msp is the same: dashboards tell you what's in a queue but never roll up across tickets - per-agent load, which customers keep reopening, which accounts are quietly heading for the exit. So the weekly ritual is exporting tickets to a spreadsheet and rebuilding those answers by hand, while the two signals that actually predict churn - a customer who sounds fed up, and feature/pricing/compliance asks buried in article threads - never surface until the account is already gone.

• zammad-cli agent-load - who's overloaded now, open/pending/backlog per agent.
• zammad-cli overdue --days 3 - every ticket open too long, priority-weighted, worst first.
• zammad-cli escalate - active tickets whose inbound customer messages read as upset, with the matched text shown.
• zammad-cli churn-risk - accounts trending toward churn, scored with the reasons listed.
• zammad-cli feedback-scan --bucket pricing - what customers keep asking for, bucketed with source tickets.

See pain-point.md for the longer narrative.

Frequently asked questions

Does this work with ChatGPT?

Yes, on Plus, Pro, Team, Business, Enterprise, and Education plans (Free tier does not yet expose Developer Mode). ChatGPT connects to remote MCP servers over HTTPS, not local stdio binaries. The Zammad MCP server runs locally, but it speaks HTTP natively: start it with zammad-mcp --transport http and put it behind an HTTPS tunnel or your own reverse proxy. No bridge package is involved. Step-by-step in mcp-install.md.

Does this work with Codex, Cursor, Windsurf, Cline, Copilot, or Gemini?

Yes - all of them speak MCP. Cross-tool install commands are in the matrix above and the deep-dive in docs/which-agent.md.

Do I need to know how to code?

No. The recommended install is to paste one sentence into Claude Code or Codex - your agent reads SKILL.md and does the install. The fallback is a one-line installer per OS (bash or PowerShell). Neither path requires writing code. You'll enter your Zammad credentials once.

Is my Zammad data safe?

Your data stays on your machine. The CLI and MCP server are local binaries. The SQLite mirror sits in a directory under your user account. The AI agent only sees what the CLI returns - typically a query result, not raw bulk data. Credentials are read from your environment or your agent's config; never bundled into this repo or transmitted anywhere by MSP Skills.

Does it work with my Zammad instance, self-hosted or hosted?

Both. Point it at any Zammad instance with ZAMMAD_URL (for example https://support.yourcompany.com) and a personal access token in ZAMMAD_API_TOKEN, created under Profile → Token Access. Nothing is hardcoded to a specific instance.

How is this different from Zammad's built-in AI features?

Zammad's AI (ticket summary, writing assistant) works inside a single ticket. This works across the whole desk - team load, aging backlog, customer health, churn signals, and feedback themes - and hands structured JSON to the AI agent you already use.

Are the escalation, churn, and feedback signals AI sentiment analysis?

No. They're transparent keyword-and-timing heuristics that surface the tickets and the matched text for your AI or a human to judge. They flag candidates and show the evidence - they never claim a verdict on their own.

What does it cost?

Free. Apache-2.0 licensed. You pay only for whichever AI agent you use (Claude, ChatGPT, Codex, etc.), and that's billed by your AI provider, not by us.

Safety model

Tier	Examples	Recommended agent policy
Read	agent-load, agent-trend, customer-health, overdue, escalate, churn-risk, feedback-scan, tickets search/get, articles by-ticket, kb browse/search/get, search, sync	Allow
Write (routine)	ticket note, tickets create/update, articles create, tags add/remove, organizations create/update, users create/update, kb answer-create/publish/internal, kb category-create	Preview with --dry-run, then a reviewed write
Destructive / config	tickets delete, kb answer-delete	Human-in-the-loop only

The strongest control is the scope you grant the Zammad credentials - the CLI can only do what the credentials are permitted to do. Full details, including how to lock it down, are in governance.md.

Status

Beta. Validated against the Zammad API surface and being validated with MSPs running it live against their own production tenant in our weekly Build Sessions. RSVP at compoundingteams.com/build-sessions.

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Standards. Conforms to the open Agent Skills spec (Anthropic, Dec 2025; 40+ agents). MCP-compatible - works with any MCP-capable agent including Hermes. OpenClaw-ready (frontmatter pre-wired, awaiting OpenClaw launch).

Maintained by Servosity. Apache-2.0 licensed. Built with CLI Printing Press. Last updated: 2026-07-11.