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
- 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 Docker Compose setup.
- Database configuration, 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 various channels.
- Managing statuses, priorities, types, and tags.
- Utilizing macros, templates, and canned responses.
- Handling internal notes and controlling customer-visible articles.
Workflows and Automation
- Trigger-based automation for routing and notifications.
- Scheduled jobs for escalations and system cleanup.
- SLA definitions with calendar-aware targets.
- Customizing overviews and ticket filters.
User and Organization Management
- Managing agents, customers, and organizational hierarchies.
- Implementing role-based permissions and group assignments.
- Configuring LDAP and SAML authentication.
- Setting up customer portals and self-service registration.
Knowledge Base and Reporting
- Creating internal and public knowledge base articles.
- Analyzing 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.
- Utilizing the API for custom integrations and mobile apps.
- Performing database and attachment backups and restores.
- Executing upgrade procedures and managing plugins.
Requirements
- Intermediate knowledge of Linux and web application administration.
- Understanding of customer support workflows and SLA concepts.
- Familiarity with PostgreSQL and Ruby on Rails basics.
Target Audience
- Support managers seeking to replace Zendesk, Freshdesk, or ServiceNow.
- Organizations requiring on-premise custody of ticket and customer data.
- Open-source advocates aiming to build transparent support operations.
14 Hours
