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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 via Docker Compose.
- Database setup, migrations, and initial admin creation.
- Elasticsearch integration for full-text search capabilities.
- Configuration of SMTP, IMAP, and Microsoft 365 channels.
Ticket Management
- Creating and merging tickets from multiple channels.
- Utilizing statuses, priorities, types, and tags.
- Employing macros, templates, and canned responses.
- Managing internal notes and controlling customer-visible articles.
Workflows and Automation
- Trigger-based automation for routing and notifications.
- Scheduled jobs for escalation and cleanup tasks.
- Defining SLAs with calendar-aware targets.
- Utilizing overviews and custom ticket filters.
User and Organization Management
- Managing agents, customers, and organization hierarchies.
- Assigning role-based permissions and groups.
- Implementing LDAP and SAML authentication.
- Setting up the customer portal and self-service registration.
Knowledge Base and Reporting
- Creating both internal and public knowledge base articles.
- Monitoring ticket volume, response times, and satisfaction via dashboards.
- Generating custom reports and exporting data to CSV.
- Integrating time accounting and billing systems.
Integration and Maintenance
- Sending webhook notifications to external systems.
- Utilizing the API for custom integrations and mobile applications.
- Performing backup and restore operations for databases and attachments.
- Executing upgrade procedures and managing plugins.
Requirements
- Intermediate-level Linux and web application administration skills.
- Understanding of customer support workflows and SLA concepts.
- Familiarity with the basics of PostgreSQL and Ruby on Rails.
Audience
- Support managers looking to replace Zendesk, Freshdesk, or ServiceNow.
- Organizations requiring on-premise custody of ticket and customer data.
- Advocates of open-source technology building transparent support operations.
14 Hours
Testimonials (1)
Luke was very knowledgeable and helpful throughout the training, including answering some questions which were probably more advanced than the course.
