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 events are available as triggers — per event you define the recipient groups and the mail template:
Ticket created (with or without assignee): notifies assignee, project members and customer contact person.
Status change: separate rule per transition, e.g. "done → accepted".
Comment added (public or internal): informs other parties involved.
Assignee changed: new assignee is notified automatically.
Deadline exceeded: reminds assignee and project management.
Response time exceeded: escalates to configured stages.
Escalation: triggers automatically after the deadlines configured in the scheduler task.
Per rule you additionally define the recipient groups (creator, assignee, project manager, customer contact person, plus free-text email addresses), the matching mail template (see next section) and an active toggle for temporary deactivation without deletion.
Per project, notifications can be overridden against the global rule — details and workflow logic (including the escalation chain) are described in the article Mailboxes and automatic tickets.
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). On send, the language of the recipient is used automatically.
Placeholders: Subject and body support placeholders such as %NUMMER% (ticket number), %BETREFF%, %BEARBEITER%. ZEP replaces them with the actual values on send.
Test send: Via the action Test send you can mail a template to your own address as a test, to verify formatting and placeholder resolution.
The exact usage contexts of the mail templates (which event uses which template) are 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 (company-wide), department default mailbox (with Locations & Departments module) or task mailbox (per project 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 is restricted to administrators. 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).
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. Per ticket exactly one category can be set.
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 — unlike categories where only one selection is possible.
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.