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Course Outline
Helpdesk Sovereignty
- Understanding why cloud helpdesks may expose customer conversations and metadata.
- Zammad architecture: Rails, PostgreSQL, Redis, and Elasticsearch.
- Comparing Zammad with osTicket, Request Tracker, and OTRS.
Installation and Configuration
- Package installation on Debian/Ubuntu or using Docker Compose.
- Database setup, migrations, and initial admin account creation.
- Integrating Elasticsearch for full-text search capabilities.
- Configuring SMTP, IMAP, and Microsoft 365 channels.
Ticket Management
- Creating and merging tickets from multiple 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 escalation and cleanup tasks.
- Defining SLAs with calendar-aware targets.
- Creating overviews and custom ticket filters.
User and Organization Management
- Managing agents, customers, and organization hierarchies.
- Setting up role-based permissions and group assignments.
- Configuring LDAP and SAML authentication.
- Enabling the customer portal and self-service registration.
Knowledge Base and Reporting
- Creating 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 apps.
- Backing up and restoring databases and attachments.
- Performing upgrade procedures and managing plugins.
Requirements
- Intermediate knowledge of Linux and web application administration.
- Understanding of customer support workflows and SLA concepts.
- Familiarity with the basics of PostgreSQL and Ruby on Rails.
Target Audience
- Support managers looking to replace Zendesk, Freshdesk, or ServiceNow.
- Organizations requiring on-premise custody of ticket and customer data.
- Advocates of open-source software aiming to build transparent support operations.
14 Hours
Testimonials (2)
Dr. Kelly was great and demonstrated several useful tips. I particularly appreciated how he was willing to field our questions and problem solve on-the-fly.
John - San Manuel Band of Mission Indians
Course - Microsoft SCCM
Luke was very knowledgeable and helpful throughout the training, including answering some questions which were probably more advanced than the course.
