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Duration 14 hours
Course Outline
Helpdesk Sovereignty
- Why cloud-based helpdesks can 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 administrator creation.
- Integrating Elasticsearch for full-text search capabilities.
- Configuring SMTP, IMAP, and Microsoft 365 channels.
Ticket Management
- Creating and merging tickets across multiple channels.
- Managing statuses, priorities, types, and tags.
- Utilizing macros, templates, and canned responses.
- Controlling internal notes versus 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.
- Configuring overviews and custom ticket filters.
User and Organization Management
- Managing agents, customers, and organizational hierarchies.
- Assigning role-based permissions and group memberships.
- Implementing LDAP and SAML authentication.
- Enabling customer portals and self-service registration.
Knowledge Base and Reporting
- Authoring internal and public knowledge base articles.
- Dashboarding ticket volume, response times, and satisfaction metrics.
- Generating custom reports and exporting to CSV.
- Integrating time accounting and billing systems.
Integration and Maintenance
- Sending webhook notifications to external systems.
- Using the API for custom integrations and mobile applications.
- Backing up and restoring databases and attachments.
- Executing upgrade procedures and managing plugins.
Requirements
- Intermediate proficiency in Linux and web application administration.
- Comprehension of customer support workflows and SLA principles.
- Basic familiarity with PostgreSQL and Ruby on Rails.
Target Audience
- Support managers seeking to replace Zendesk, Freshdesk, or ServiceNow.
- Organizations requiring on-premise control over ticket and customer data.
- Open-source proponents aiming to build transparent support operations.
