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Duration 14 hours
Course Outline
Sovereignty in Helpdesk Management
- Understanding the risks of exposing customer conversations and metadata via cloud-based helpdesks.
- Overview of Zammad's architecture, including Rails, PostgreSQL, Redis, and Elasticsearch.
- Benchmarking against other solutions such as osTicket, Request Tracker, and OTRS.
Deployment and Setup
- Installing via packages on Debian/Ubuntu or utilizing Docker Compose.
- Configuring the database, executing migrations, and establishing the initial administrator account.
- Integrating Elasticsearch to enable comprehensive full-text search capabilities.
- Setting up SMTP, IMAP, and Microsoft 365 communication channels.
Handling Tickets
- Generating and consolidating tickets originating from diverse channels.
- Managing statuses, priorities, ticket types, and tagging systems.
- Utilizing macros, templates, and pre-defined response texts.
- Controlling internal notes versus customer-visible articles.
Automation and Workflow Design
- Implementing trigger-based automation for efficient routing and alerting.
- Scheduling automated jobs for escalation processes and system cleanup.
- Defining SLAs with calendar-sensitive target times.
- Creating overviews and custom filters for ticket tracking.
Managing Users and Organizations
- Structuring agents, customers, and organizational hierarchies.
- Assigning role-based permissions and grouping users effectively.
- Implementing authentication via LDAP and SAML protocols.
- Enabling customer portals and self-service registration features.
Knowledge Management and Analytics
- Authoring internal and public-facing knowledge base articles.
- Monitoring ticket volume, response times, and satisfaction metrics via dashboards.
- Generating custom reports and exporting data in CSV format.
- Tracking time accounts and integrating with billing systems.
System Integration and Upkeep
- Sending webhook notifications to external platforms.
- Leveraging the API for bespoke integrations and mobile applications.
- Performing backups and restorations of databases and file attachments.
- Following upgrade protocols and managing plugin dependencies.
Requirements
- Proficiency in intermediate Linux administration and web application management.
- A solid grasp of customer support workflows and SLA fundamentals.
- Basic knowledge of PostgreSQL and Ruby on Rails.
Target Audience
- Support managers transitioning away from Zendesk, Freshdesk, or ServiceNow.
- Organizations prioritizing on-premise control over ticket and customer data.
- Advocates of open-source solutions aiming for transparent support operations.
