pilot_features
Data license: Not yet licensed — internal review only · Data source: Ahmed ElBatanony, Innopolis University
61 rows where app_id = "F1-P02" and verification = "confirmed"
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| feature_id ▼ | app_id | statement | excerpt | source_url | extracted_by | verification |
|---|---|---|---|---|---|---|
| F1-P02-004 | F1-P02 | The system lets an agent work through a checklist of steps on a ticket | the checklist function helps you to keep an eye on everything without having to switch between different tools. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-005 | F1-P02 | The system lets a user see who changed a ticket and when | the ticket history can be used to track who made which changes at what time. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-006 | F1-P02 | The system lets agents and customers look up articles in a knowledge base | Zammad has an extensive knowledge base. It makes sure everyone is always in the picture - whether they’re an agent or a customer. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-007 | F1-P02 | The system lets a user publish knowledge-base articles in several languages | Depending on your plan even in several languages! | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-008 | F1-P02 | The system lets an external system read and write helpdesk data through an API | Link programs quickly, easily, and straightforwardly through a REST API and get real-time information on all your channels and operations. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-009 | F1-P02 | The system lets an administrator add custom fields to tickets, users and organizations | Zammad allows you to create individual fields - such as specific dates or query classifications. And best of all, it works not only for tickets but also for users and organizations. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-011 | F1-P02 | The system lets an administrator define ticket overviews per team, with their columns, properties and permissions | Create individual overviews - specifically for your different teams. Numbers, names, columns, properties, and permissions can be defined by the administrator. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-012 | F1-P02 | The system lets an agent chat with a customer in real time | via our smart chat, your support team can solve customer queries 7x faster than via conventional email. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-013 | F1-P02 | The system lets a user choose the interface language | Simply select your preferred interface language and avoid misunderstandings. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-014 | F1-P02 | The system lets a user define email signatures and add a company logo | Design your signatures freely and add your company logo to the platform. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-015 | F1-P02 | The system lets an agent open and edit several tickets, users and organizations at the same time | your agents can open and edit multiple documents (tickets, users, organizations) at the same time without having to switch between browser windows. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-017 | F1-P02 | The system lets an agent insert predefined text modules through shortcuts | with the help of our flexible text modules, customer inquiries can be handled more efficiently. Simply define your own shortcuts! | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-018 | F1-P02 | The system lets a user mark passages in a ticket permanently | Zammad supports the permanent marking of relevant passages so that you can find them at a glance at any time. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-019 | F1-P02 | The system lets a user search the full text of tickets and their attachments | Our full-text search does not only scan tickets but also their attachments. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-020 | F1-P02 | The system lets a user see a customer's contact details and related information on one page | all of your customers have their own information page with all contact details and important information. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-021 | F1-P02 | The system lets an agent see new messages, assigned tickets and missed calls on a dashboard | the Zammad dashboard shows you what you have missed. Be it new messages, assigned tickets, or missed calls | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-022 | F1-P02 | The system lets a user create ticket templates | Zammad allows you to create individual ticket templates. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-023 | F1-P02 | The system lets an administrator manage users and their roles from an external directory | Zammad offers you centralized user/rights management options using our secure LDAP integration. See at any time who belongs to your helpdesk and automatically assign roles and permissions. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-024 | F1-P02 | The system lets an administrator enforce password policies | we support various password policies and device logging | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-026 | F1-P02 | The system lets a user sign in through an external single sign-on provider | Zammad offers easy Single Sign-On with just one click thanks to the integration of architectures such as SAML, OpenID Connect or Shibboleth. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-027 | F1-P02 | The system lets a user send encrypted and signed email | thanks to the S/MIME integration, your emails are encrypted and signed. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-028 | F1-P02 | The system lets a customer track the status of their tickets | After customers have created tickets, they can track the status via the customer interface. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-029 | F1-P02 | The system lets a customer add information to their ticket | This way, everyone is always in the picture and can provide further information. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-030 | F1-P02 | The system lets a user mark customers or organizations as VIP so they are highlighted | Use the VIP feature to select important customers/organizations so they will be highlighted. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-031 | F1-P02 | The system lets an administrator use VIP status in triggers and notifications | You can also use this feature for triggers/notifications. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-032 | F1-P02 | The system lets a user sign in with an external social account | it is possible to sign in through third parties such as Twitter, Facebook, LinkedIn, or Google via OAuth. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-033 | F1-P02 | The system lets an administrator migrate existing data from another helpdesk system | Use the Zammad Migrator and switch from OTRS, Freshdesk, or Zendesk to Zammad quickly and securely. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-034 | F1-P02 | The system lets an agent record the time spent on a ticket | Zammad enables agents to record the exact processing time per ticket. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-035 | F1-P02 | The system lets a user tag tickets | Create your own tags to easily categorize your tickets. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-036 | F1-P02 | The system lets an agent merge related tickets | With Zammad you can bundle related tickets or split one ticket into several. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-037 | F1-P02 | The system lets an agent split a ticket into several | With Zammad you can bundle related tickets or split one ticket into several. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-038 | F1-P02 | The system lets an agent link tickets as parent and child | link main tasks with further tickets within seconds by defining a parent-child relationship. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-039 | F1-P02 | The system lets a user see all information about an organization on one page | On the individual page for each organization, you will find all relevant information at a glance. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-040 | F1-P02 | The system lets an administrator give the members of an organization shared access rights | Create a sharing organization and grant its members certain access rights. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-041 | F1-P02 | The system lets an agent see caller information and a call log from an external telephony system | the Sipgate integration provides caller information directly in Zammad, creates a call log, and secures important information. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-042 | F1-P02 | The system lets an agent place calls to customers from the helpdesk | Zammad has a Placetel integration that allows you to make calls to customers | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-043 | F1-P02 | The system lets a user see calls recorded in the customer profile | records all calls in the customer profile. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-044 | F1-P02 | The system lets an administrator import users and organizations from CSV files | import your existing databases, user lists, etc. as CSV files with just one click. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-045 | F1-P02 | The system lets a user see data from external monitoring systems | the Checkmk integration provides an overview of your server utilization, load times, etc. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-047 | F1-P02 | The system lets a user see IT documentation data from an external system | Easy IT documentation directly in Zammad: the integration of i-doit makes it possible. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-048 | F1-P02 | The system lets a user see enrichment data about a customer from an external data provider | The Clearbit integration keeps you up to date. How often did this customer visit your site? Who has changed jobs? | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-049 | F1-P02 | The system lets an administrator import contacts from an external address book | Our Exchange synchronization allows you to import Exchange address book contacts straight into Zammad. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-050 | F1-P02 | The system lets an agent receive and answer customer messages from external messaging channels | you can receive and process messages directly in Zammad and have everything in one place. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-051 | F1-P02 | The system lets an agent reply to social-media comments from the helpdesk | See immediately when someone comments on your Facebook posts. The corresponding integration allows you to reply quickly and directly in Zammad | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-053 | F1-P02 | The system lets an agent appoint a substitute who receives their tickets while they are absent | just appoint a replacement who will receive your tasks automatically. If they are also not there, their substitute will receive it, and so on. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-055 | F1-P02 | The system lets an administrator organise teams into a tree of groups | Form groups to create separation within your teams and departments using a tree structure. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-056 | F1-P02 | The system lets an administrator set permissions, senders and signatures per group | By creating specific settings you can easily assign permissions, specify senders, and define signatures. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-057 | F1-P02 | The system lets an agent format message text | Whether it’s boldface, italic text, or bullet points - simple keyboard shortcuts ensure easy layout. | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-058 | F1-P02 | The system lets an agent exchange SMS messages with customers | Use the bidirectional customer communication via SMS | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
| F1-P02-061 | F1-P02 | The system lets an administrator send ticket data to an external URL when events occur | They can easily send ticket and article information to any URL | https://zammad.com/en/product/features | llm:claude-opus-5-5@2026-10-17 | confirmed |
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CREATE TABLE [pilot_features] ([feature_id] TEXT PRIMARY KEY, [app_id] TEXT, [statement] TEXT, [excerpt] TEXT, [source_url] TEXT, [extracted_by] TEXT, [verification] TEXT);