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Course Outline
Helpdesk Sovereignty
- Why cloud-based helpdesks pose risks to customer conversations and metadata.
- Understanding Zammad architecture: Rails, PostgreSQL, Redis, and Elasticsearch.
- Comparative analysis with osTicket, Request Tracker, and OTRS.
Installation and Configuration
- Installing via packages on Debian/Ubuntu or using Docker Compose.
- Configuring the database, running migrations, and creating the initial admin account.
- Integrating Elasticsearch for enhanced full-text search capabilities.
- Configuring SMTP, IMAP, and Microsoft 365 channels.
Ticket Management
- Generating and merging tickets from various channels.
- Managing statuses, priorities, types, and tags.
- Utilizing macros, templates, and canned responses.
- Controlling internal notes and customer-visible article visibility.
Workflows and Automation
- Implementing trigger-based automation for routing and notifications.
- Scheduling jobs for escalation processes and data cleanup.
- Defining SLAs with calendar-aware targets.
- Creating overviews and custom ticket filters.
User and Organization Management
- Managing agents, customers, and organizational hierarchies.
- Assigning role-based permissions and groups.
- Configuring LDAP and SAML authentication.
- Setting up the customer portal and self-service registration.
Knowledge Base and Reporting
- Authoring internal and public knowledge base articles.
- Monitoring ticket volume, response times, and satisfaction via dashboards.
- Generating custom reports and exporting to CSV.
- Managing time accounting and billing integrations.
Integration and Maintenance
- Setting up webhook notifications for external systems.
- Using the API for custom integrations and mobile applications.
- Performing backups and restores of the database and attachments.
- Managing upgrade procedures and plugins.
Requirements
- Intermediate proficiency in Linux and web application administration.
- Foundational understanding of customer support workflows and SLA concepts.
- Basic familiarity with PostgreSQL and Ruby on Rails.
Target Audience
- Support managers looking to migrate from Zendesk, Freshdesk, or ServiceNow.
- Organizations requiring on-premise custody of ticket data and customer information.
- Proponents of open-source solutions aiming for transparent support operations.
14 Hours
