Zammad as hepdesk Main features Tech overview Sources A brief introduction to Estonian Hepdesk system by Neeme Kahusk at CLARINCLARINCLARIN CentreCentreCentre MeetingMeetingMeeting 202020202020 Tuesday, 31 March, 2020 via Zoom. E-mails Report the history of issues Phone calls Be sure that nothing is forgotten ZammadZammadZammad ver. 3.3 Helpdesk at CELR Web form Several sources Ruby, , memcached, , postgres Web Chat Knowledge base (FAQ) docker-compose SSO authentication other sources possible

CLARIN Centre Meeting 2020

Zammad

Pros and Cons Notes Notes (2) Address Main concepts Languages Pros CELR helpdesk It is easily translatable, and translations can be uploaded, but you Users may have 3 different roles: Customer, Agent or Manager. have to use one language for the service: it is difficult, if not easy to set up Customer reports issues, Agent solves them and Manager has impossible to use different languages for different clients or administrative rights. agents. multiple sources helpdesk.keeleressursid.eehelpdesk.keeleressursid.eehelpdesk.keeleressursid.ee configurable and translatable Customers can be grouped to Organizations, and Agents into SSO Groups. Versions 3.x support SSO, but we have not tried this feature yet. Zammad web site Cons Setup with docker-compose Knowledge base It is rather easy to set up a test system out-of box, but it was Zammad has a feature called Knowledge Base, this is actually an one can use one language at a time virtually impossible to use existing Elastic server. Our setup is option to set up some thematic FAQs and link issues to the ZammadZammadZammad only one web form availabe almost out-of-the box, but we use external Postgres server, not the answer. It has possibility to set some topics internal, and is the default docker container. only section that supports more than one language at a time.

helpdesk.keeleressursid.ee

Zammad