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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 using 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.
- Management of statuses, priorities, types, and tags.
- Use of macros, templates, and canned responses.
- Control over internal notes and customer-visible articles.
Workflows and Automation
- Trigger-based automation for routing and notifications.
- Scheduled jobs for escalation and cleanup tasks.
- SLA definitions with calendar-aware targets.
- Overviews and custom ticket filters.
User and Organization Management
- Management of agents, customers, and organization hierarchies.
- Role-based permissions and group assignment.
- LDAP and SAML authentication.
- Customer portal and self-service registration features.
Knowledge Base and Reporting
- Creation of internal and public knowledge base articles.
- Dashboards for ticket volume, response time, and satisfaction metrics.
- Custom report generation and CSV export capabilities.
- Time accounting and billing integration.
Integration and Maintenance
- Webhook notifications for external systems.
- API usage for custom integrations and mobile apps.
- Backup and restore procedures for database and attachments.
- Upgrade procedures and plugin management.
Requirements
- Intermediate proficiency in 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