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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

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