#1028: Can Swarmica be adapted to our business processes?

Отредактирована: сегодня

Question

Can Swarmica be adapted to our processes, and can product customization be requested?

Answer

Yes. Start with built-in settings, and use custom extensions when a process requires additional server-side logic or interface elements. This makes it possible to adapt support workflows without building a helpdesk from scratch.

Available options

Built-in settings: custom fields and forms, field and block layout, interface visibility, automations, and processing rules.
Python extensions: server-side logic for validations, calculations, and actions on Swarmica data. A script can run on an event, on a schedule, or manually through a web form.
Custom widgets: additional panels, data, and actions in the engineer workspace. A widget can display context from an external CRM or another IT system next to a ticket.
HTML, JavaScript, and CSS: custom interface elements and styling where supported by the extension mechanism.
API and webhooks: retrieve data from external systems, send data to them, and publish events such as ticket creation, status changes, escalations, or SLA breaches.

Example scenarios

validate additional conditions when a ticket changes;
use ticket, customer, company, and related-object data in custom logic;
add the context and action an engineer needs while working on a ticket;
find unanswered tickets on a schedule and notify responsible agents;
run bulk operations through a web form;
generate CSV or Excel reports according to company rules;
call an external system's API and send events through webhooks;
plan a migration of tickets, users, companies, and knowledge-base articles with data mapping.

How customization is assessed

We first describe the business scenario: who uses the process, what data is required, what actions should be performed, and what outcome defines success. We then choose the appropriate mechanism: settings, automation, an extension, an API, or a webhook. If the scenario cannot be implemented with the available mechanisms, we separately assess product customization or project work.

Customization does not automatically mean changing the product core. Repeated needs from several customers may be considered in product planning, but roadmap decisions and delivery timelines are agreed separately and are not a promise of implementation.

More information: Feature flags and functional blocks

Answer

Available options

Built-in settings: custom fields and forms, field and block layout, interface visibility, automations, and processing rules.

Python extensions: server-side logic for validations, calculations, and actions on Swarmica data. A script can run on an event, on a schedule, or manually through a web form.

Custom widgets: additional panels, data, and actions in the engineer workspace. A widget can display context from an external CRM or another IT system next to a ticket.

HTML, JavaScript, and CSS: custom interface elements and styling where supported by the extension mechanism.

API and webhooks: retrieve data from external systems, send data to them, and publish events such as ticket creation, status changes, escalations, or SLA breaches.

Example scenarios

validate additional conditions when a ticket changes;

use ticket, customer, company, and related-object data in custom logic;

add the context and action an engineer needs while working on a ticket;

find unanswered tickets on a schedule and notify responsible agents;

run bulk operations through a web form;

generate CSV or Excel reports according to company rules;

call an external system's API and send events through webhooks;

plan a migration of tickets, users, companies, and knowledge-base articles with data mapping.

How customization is assessed