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Course Outline
Helpdesk Sovereignty
- Exposure of customer dialogue and metadata in cloud-based helpdesk environments.
- Zammad architecture components: Rails, PostgreSQL, Redis, and Elasticsearch.
- Evaluative comparison with osTicket, Request Tracker, and OTRS.
Installation and Configuration
- Deployment via native packages on Debian/Ubuntu or containerization using Docker Compose.
- Database initialization, migration execution, and primary administrator provisioning.
- Elasticsearch configuration to enable full-text search capabilities.
- Integration of SMTP, IMAP, and Microsoft 365 communication channels.
Ticket Management
- Creation and consolidation of tickets from diverse communication channels.
- Definition and management of statuses, priorities, ticket types, and tagging systems.
- Development of macros, templates, and standardized response protocols.
- Control over internal annotations and customer-facing article visibility.
Workflows and Automation
- Implementation of trigger-based automation for ticket routing and alert generation.
- Scheduling of automated tasks for case escalation and data cleanup.
- Establishment of SLA definitions with calendar-sensitive target metrics.
- Configuration of status overviews and custom ticket filtering criteria.
User and Organization Management
- Administration of agents, customer profiles, and organizational hierarchies.
- Enforcement of role-based permissions and group-based access controls.
- Integration of LDAP and SAML authentication frameworks.
- Deployment of customer self-service portals and registration mechanisms.
Knowledge Base and Reporting
- Authoring of internal and public-facing knowledge base articles.
- Monitoring of ticket volume, response latency, and satisfaction metrics via dashboards.
- Generation of custom reports and export of data in CSV format.
- Time tracking and billing system integration.
Integration and Maintenance
- Configuration of webhook notifications for external system interoperability.
- Utilization of APIs for custom integrations and mobile application development.
- Execution of backup and restore procedures for databases and attachment files.
- Management of system upgrades and plugin lifecycle.
Requirements
- Proficiency in intermediate Linux and web application administration.
- Comprehensive understanding of customer support workflows and SLA concepts.
- Familiarity with PostgreSQL and Ruby on Rails fundamentals.
Audience
- Support managers transitioning from Zendesk, Freshdesk, or ServiceNow platforms.
- Organizations requiring on-premise custody of ticket data and customer records for government operations.
- Public sector entities advocating for transparent and open-source support infrastructures.
14 Hours