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.
- Database setup, migrations, and initial admin creation.
- Elasticsearch integration for full-text search.
- SMTP, IMAP, and Microsoft 365 channel configuration.
Ticket Management
- Creating and merging tickets from multiple channels.
- Statuses, priorities, types, and tags.
- Macros, templates, and canned responses.
- Internal notes and customer-visible article control.
Workflows and Automation
- Trigger-based automation for routing and notifications.
- Scheduled jobs for escalation and cleanup.
- SLA definitions with calendar-aware targets.
- Overviews and custom ticket filters.
User and Organization Management
- Agents, customers, and organization hierarchies.
- Role-based permissions and group assignment.
- LDAP and SAML authentication.
- Customer portal and self-service registration.
Knowledge Base and Reporting
- Creating internal and public knowledge base articles.
- Ticket volume, response time, and satisfaction dashboards.
- Custom report generation and CSV export.
- Time accounting and billing integration.
Integration and Maintenance
- Webhook notifications for external systems.
- API for custom integrations and mobile apps.
- Backup and restore of database and attachments.
- Upgrade procedures and plugin management.
Requirements
- Intermediate Linux and web application administration.
- Understanding of customer support workflows and SLA concepts.
- Familiarity with PostgreSQL and Ruby on Rails basics.
Audience
- Support managers replacing Zendesk, Freshdesk, or ServiceNow.
- Organizations needing on-premise ticket and customer data custody.
- Open-source advocates building transparent support operations.
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*
Contact us for an exact quote and to hear our latest promotions
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
1. Very detailed course 2. Very well-informed trainer 3. Great explanations and examples
