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