In the administration area, with the ticket system active, the box Ticket System appears with six sub-menu items. The first — Settings — is described in the article Basic settings – Ticket System. The other five master-data areas follow in menu order:
Notifications — rules for automatic emails
Mail Templates — text templates per event and language
Mailboxes — connections to email inboxes
Categories — classification of tickets
Keywords — free tags for tickets
Notifications
Under Administration > Ticket System > Notifications you define which event notifies which recipient group via email. One rule can be maintained per event-recipient combination.
The following triggers are available for tickets and subtasks:
Ticket created (with processor), Ticket created (without processor) and Ticket created (via email)
Ticket processor set and Ticket processor removed
Remark / files added (also via email) and Internal remark / files added
Remark changed and Remark / file deleted
Deadline reached, Deadline changed and Priority changed
Status transition from one status to another, for example from done to approved
Reminders about deadlines and response times are sent by the tasks Ticket deadline compliance and Ticket response time, described in the article Mailboxes and automatic tickets.
For each rule you choose under Recipient: Creator, Processor, Customer contact person, Task Team Members, Task Team Members (with project manager function), Project Team Member, Project manager, Primary key account manager, Department Manager, Administrators and Email Sender (for automatically created tickets). In addition, you select individual employees under Additional employees and enter further addresses under Additional e-mail addresses. You also set the matching mail template (see the section Mail templates) and use Active to switch the rule off temporarily without deleting it.
Per project, notifications can be overridden against the global rule — the per-project configuration is described in the article Mailboxes and automatic tickets.
Fallback recipients
If the processor or creator of a ticket is no longer employed or has no email address, ZEP looks for a fallback recipient for this notification in this order:
Task Team Members
Task Team Members (with project manager function)
Project manager
Department Manager (with the Locations & Departments area)
Administrators
The email goes to the first group in which someone with an email address is stored.
Mail templates
Under Administration > Ticket System > Mail Templates you maintain the standard texts used by notifications and automatic mailbox replies. Each template consists of a subject and a body.
Multi-language maintenance: Per template, texts can be stored per language (German, English, French, Spanish, Slovak, Turkish). On send, the language of the recipient is used automatically.
Placeholders: Subject and body support placeholders such as %NUMMER% (ticket number), %BETREFF%, %STATUS% and %PRIORITÄT%. ZEP replaces them with the actual values on send.
Test send: In the Send test mail (to your own e-mail address) column, click the flag of the language you want. ZEP sends the template in this language version to your own address so you can check formatting and placeholders.
Besides the templates for remarks and files, you find the templates for the tasks Ticket response time and Ticket deadline compliance here, described in the article Mailboxes and automatic tickets.
Mailboxes
Under Administration > Ticket System > Mailboxes you set up the email inboxes from which ZEP creates tickets automatically. Per mailbox you configure connection type, credentials and processing options.
Connection types: POP3, IMAP (with optional classic OAuth) or Microsoft Graph API (configured centrally per instance).
Usage types:
Default mailbox: the central company mailbox. ZEP sends ticket emails for tasks without their own mailbox through it, and replies to existing tickets and subtasks arrive through it.
Department default mailbox (with the Locations & Departments area): a separate default mailbox per department that takes on this role for the department's projects.
Task mailbox: a mailbox assigned to a task. From incoming emails that do not belong to an existing ticket, ZEP creates new tickets in this task.
Global Graph API settings: Via the Graph API Settings button in the mailbox overview you maintain central Tenant ID, Client ID and Client Secret.
Inactive toggle: A mailbox can be paused without being deleted — useful for maintenance without data loss.
Note: Mailbox configuration requires the Administration Area permission with Edit. Administrators always have this permission. The complete description of all configuration fields, protocol quirks, processing logic and error handling is in the article Mailboxes and automatic tickets.
Categories
Under Administration > Ticket System > Categories you maintain the list of ticket categories. A category classifies tickets and is selectable when creating or editing.
Short name: Unique key (e.g. SUP for Support). Cannot be changed after saving.
Label: Display name — can be maintained separately per language (German, English, French, Spanish, Slovak, Turkish).
A category can be deleted as long as it is not assigned to any ticket. Otherwise it remains stored as inactive and disappears from the selection. A ticket can have several categories.
Keywords
Under Administration > Ticket System > Keywords you maintain the list of ticket keywords. Keywords are free tags and can be assigned multiple times per ticket.
Name: Display name of the keyword. Keywords appear identically in all languages without translation.
Multiple assignment: Any number of keywords can be assigned per ticket.
With the basic setting Employee may add keywords (see Basic settings – Ticket System) you let non-administrative employees create new keywords directly in the ticket form. They are automatically added to the master data.