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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 via Docker Compose.
- Database setup, migrations, and initial admin creation.
- Elasticsearch integration for full-text search.
- Configuration of 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.
- Controlling internal notes and customer-visible articles.
Workflows and Automation
- Trigger-based automation for routing and notifications.
- Scheduled jobs for escalation and cleanup.
- SLA definitions with calendar-aware targets.
- Creating 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 internal and public knowledge base articles.
- Viewing dashboards for ticket volume, response time, and satisfaction.
- Generating custom reports and exporting CSV data.
- Integrating time accounting and billing.
Integration and Maintenance
- Sending webhook notifications to external systems.
- Using the API for custom integrations and mobile apps.
- Backing up and restoring databases and attachments.
- 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 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.
- Open-source advocates aiming to build transparent support operations.
14 Hours
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 3200 € + VAT*
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