Zammad Ticketing Integration Setup

Title: Zammad Help-Desk Setup & Automation for SunCash + FastPay (LDAP, Alerts, SLA, Multi-Dept)

Description:
SunCash Group operates wallet/voucher services (SunCash) and a nationwide kiosk/ATM network (FastPay). We need a Zammad expert (freelancer or small agency) to implement the following:

- Connect Zammad to our Active Directory / LDAP so internal staff log in with their company credentials .
- Create departments: Customer Service, IT, Finance, Compliance.
- Build Customer-Service agent submission form for voucher/transaction issues (fields: customer name, wallet number, purchase number, amount, kiosk, island, date/time, issue description).
- Implement email / alert automation:
• Email-to-ticket for kiosk alerts (printer jam, heartbeat missed, cash-threshold)
• Deduplication logic (e.g. do not open duplicate “offline” tickets for same kiosk)
• Auto-close when issue resolved / heartbeat restored
• Auto-routing & tagging based on alert type (IT / Finance / Compliance)
- Define SLA policies (e.g. response times, escalations)
- Set role-based permissions (agents, CTO limited to escalations only)
- Configure email channels (inbound + outbound) for support@ / fastpay@ / compliance@ etc.
- Monthly reporting export (ticket counts, response/ resolution times, per-department & per-kiosk stats)

Requirements:
- Prior experience with Zammad (or equivalent ticket system)
- LDAP / AD integration experience
- Email automation / parsing / alert-handling logic
- Ability to deliver documentation and testing instructions

Please include:
- Examples of similar past work
- Proposed timeframe & cost (phase-based)
- Your recommended approach (self-hosted vs docker, backup/restore plan, SLA for maintenance, etc.)