Zammad Agent/Power-User

Zammad is an open source helpdesk/support system and issue tracking system, which serves the coordination and answering of inquiries of any kind.

The application supports clients, agents and management equally intelligently in the structured capture, processing, documentation and evaluation of all internal and external matters.

This training is aimed at agents/power users who want to learn how to use Zammad.

Dieser 1-tägige Kurs ist Teil einer Reihe zu Zammad Administrator.

Trainer und Dozenten

An experienced employee of Zammad GmbH (the company of the OTRS inventor and founder Martin Edenhofer) holds the training. Often Martin is not afraid to hold the training himself. The contents are individually tailored to your company and your ideas and can be designed by yourself.

Voraussetzungen

The training is aimed at service and support members who will learn how to work efficiently with Zammad in their daily work. Recommended previous knowledge:

  • Using a web browser
  • Working with email clients

Inhalt

Introduction

  • Typical use cases
  • The Zammad glossary

Core object and their features

  • Ticket
  • User
  • Organisations

The Zammad agent interface

  • Creation of tickets
  • Editing of tickets
  • Searching for tickets

The Zammad customer interface

  • Creation of tickets
  • Editing of tickets
  • Searching for tickets

Power features

  • Text modules
  • Macros
  • Overviews
  • Search in expert mode