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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 capabilities.
- SMTP, IMAP, and Microsoft 365 channel configuration.
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.
- Using overviews and custom ticket filters.
User and Organization Management
- Managing agents, customers, and organization hierarchies.
- Assigning role-based permissions and groups.
- Configuring LDAP and SAML authentication.
- Setting up the customer portal and self-service registration.
Knowledge Base and Reporting
- Creating internal and public knowledge base articles.
- Analyzing ticket volume, response time, and satisfaction via dashboards.
- Generating custom reports and exporting to CSV.
- Integrating time accounting and billing.
Integration and Maintenance
- Configuring webhook notifications for external systems.
- Utilizing the API for custom integrations and mobile apps.
- Performing database and attachment backup and restore procedures.
- 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 PostgreSQL and Ruby on Rails fundamentals.
Audience
- Support managers looking to replace Zendesk, Freshdesk, or ServiceNow.
- Organizations requiring on-premise custody of ticket and customer data.
- Advocates of open-source solutions building 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.
