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Course Outline
Helpdesk Sovereignty
- Why cloud-based helpdesks may expose customer conversations and metadata.
- Zammad architecture: Rails, PostgreSQL, Redis, and Elasticsearch.
- Comparison with osTicket, Request Tracker, and OTRS for government use.
Installation and Configuration
- Package installation on Debian/Ubuntu or Docker Compose for government systems.
- Database setup, migrations, and initial admin creation procedures.
- Elasticsearch integration for full-text search capabilities.
- Configuration of SMTP, IMAP, and Microsoft 365 channels for government operations.
Ticket Management
- Creating and merging tickets from multiple communication channels.
- Management of ticket statuses, priorities, types, and tags.
- Utilization of macros, templates, and canned responses for efficiency.
- Control over internal notes and customer-visible articles.
Workflows and Automation
- Trigger-based automation for ticket routing and notifications.
- Scheduled jobs for escalation and data cleanup.
- Service Level Agreement (SLA) definitions with calendar-aware targets.
- Customizable overviews and ticket filters for enhanced management.
User and Organization Management
- Management of agents, customers, and organization hierarchies.
- Role-based permissions and group assignments to ensure security.
- Integration with LDAP and SAML for secure authentication.
- Customer portal and self-service registration options for government users.
Knowledge Base and Reporting
- Creation of internal and public knowledge base articles for government use.
- Dashboards for monitoring ticket volume, response times, and customer satisfaction.
- Custom report generation and CSV export capabilities.
- Time accounting and billing integration for streamlined operations.
Integration and Maintenance
- Webhook notifications to integrate with external systems for government processes.
- API for custom integrations and mobile applications.
- Backup and restore procedures for database and attachments.
- Upgrade procedures and plugin management to ensure system integrity.
Requirements
- Intermediate skills in Linux and web application administration.
- Knowledge of customer support workflows and Service Level Agreement (SLA) concepts.
- Basic understanding of PostgreSQL and Ruby on Rails.
Audience
- Support managers transitioning from platforms such as Zendesk, Freshdesk, or ServiceNow for government use.
- Organizations requiring on-premise management of ticket and customer data.
- Advocates of open-source solutions aiming to build 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
1. Very detailed course 2. Very well-informed trainer 3. Great explanations and examples
