Dear Heinz, I found your post by accident while I was searching for such a Zammad solution. Could we get into contact? You might be German as well, at least your name sounds German 
I am from Munich, and I would highly appreciate if we could exchange some LLM possibilities for Zammad as I would like to implement this into my small business.
Thank you
Martin
PS: I searched for a PN function here, but was unsuccessful.