Hi @HeinzSchrot
I was very happy when I found this post. 
I am working on exactly the same thing. I also wanted to add the answers as a note in Zammed so that they can be adopted in whole or in part. It motivates me to see that someone has managed to do it. But you’re already a few steps ahead of me. I’d be very interested to hear how you went about it in detail if you are open to that. I have already done first tests with a few tickets and they were very positive but I don’t have a complete setup and workflow to process all tickets yet.
If I may, a few small questions:
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I only get requests in Zammad via e-mail channel. When I reply to a ticket in Zammad and the other person replies in turn, his reply (since he replies via e-mail) also contains my reply underneath. This makes it somewhat difficult to create question/answer pairs for longer tickets. I should be able to remove the replies from the text somehow.
What I have already tried: If I send the whole ticket history to OpenAI, I can have the last part returned to me. This works quite well but requires many requests. I also found the “Email Reply Parser” from Github but haven’t tried it yet.
Have you found a solution for that? -
Cool idea with Presidio, I didn’t know it and it’s very helpful.
Do you already do the embeddings with cleansed data? Or do you only clean the content when you send it to OpenAI for the final response? -
Do you simply save the question-answer pairs or do you also use a session memory per customer/email address to be able to personalize even more on the history per customer?
I would be pleased to read from you.