Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Course Outline
Helpdesk Sovereignty
- Reasons why cloud helpdesks expose customer conversations and metadata.
- Zammad architecture: Rails, PostgreSQL, Redis, and Elasticsearch.
- Comparison with osTicket, Request Tracker, and OTRS.
Installation and Configuration
- Package installation on Debian/Ubuntu or using Docker Compose.
- Database setup, migrations, and initial admin creation.
- Elasticsearch integration for full-text search capabilities.
- SMTP, IMAP, and Microsoft 365 channel configuration.
Ticket Management
- Creating and merging tickets from multiple channels.
- Statuses, priorities, types, and tags.
- Macros, templates, and canned responses.
- Internal notes and control over customer-visible articles.
Workflows and Automation
- Trigger-based automation for routing and notifications.
- Scheduled jobs for escalation and cleanup tasks.
- SLA definitions with calendar-aware targets.
- Overviews and custom ticket filters.
User and Organization Management
- Agents, customers, and organization hierarchies.
- Role-based permissions and group assignment.
- LDAP and SAML authentication.
- Customer portal and self-service registration.
Knowledge Base and Reporting
- Creating internal and public knowledge base articles.
- Ticket volume, response time, and satisfaction dashboards.
- Custom report generation and CSV export.
- Time accounting and billing integration.
Integration and Maintenance
- Webhook notifications for external systems.
- API for custom integrations and mobile apps.
- Backup and restore of database and attachments.
- Upgrade procedures and plugin management.
Requirements
- Intermediate proficiency in Linux and web application administration.
- Understanding of customer support workflows and Service Level Agreement (SLA) concepts.
- Familiarity with the fundamentals of PostgreSQL and Ruby on Rails.
Audience
- Support managers seeking to replace Zendesk, Freshdesk, or ServiceNow.
- Organizations requiring on-premise custody of ticket and customer data.
- Advocates of open-source solutions aiming to build transparent support operations.
14 Hours