Mulțumim pentru trimiterea solicitării! Un membru al echipei noastre vă va contacta în curând.
Mulțumim pentru trimiterea rezervării! Un membru al echipei noastre vă va contacta în curând.
Schița de curs
Helpdesk Sovereignty
- Why cloud helpdesks expose customer conversations and metadata.
- Zammad architecture: Rails, PostgreSQL, Redis, and Elasticsearch.
- Comparison with osTicket, Request Tracker, and OTRS.
Installation and Configuration
- Package installation on Debian/Ubuntu or Docker Compose.
- Database setup, migrations, and initial admin creation.
- Elasticsearch integration for full-text search.
- SMTP, IMAP, and Microsoft 365 channel configuration.
Ticket Management
- Creating and merging tickets from multiple channels.
- Statuses, priorities, types, and tags.
- Macros, templates, and canned responses.
- Internal notes and customer-visible article control.
Workflows and Automation
- Trigger-based automation for routing and notifications.
- Scheduled jobs for escalation and cleanup.
- SLA definitions with calendar-aware targets.
- Overviews and custom ticket filters.
User and Organization Management
- Agents, customers, and organization hierarchies.
- Role-based permissions and group assignment.
- LDAP and SAML authentication.
- Customer portal and self-service registration.
Knowledge Base and Reporting
- Creating internal and public knowledge base articles.
- Ticket volume, response time, and satisfaction dashboards.
- Custom report generation and CSV export.
- Time accounting and billing integration.
Integration and Maintenance
- Webhook notifications for external systems.
- API for custom integrations and mobile apps.
- Backup and restore of database and attachments.
- Upgrade procedures and plugin management.
Cerințe
- Intermediate Linux and web application administration.
- Understanding of customer support workflows and SLA concepts.
- Familiarity with PostgreSQL and Ruby on Rails basics.
Audience
- Support managers replacing Zendesk, Freshdesk, or ServiceNow.
- Organizations needing on-premise ticket and customer data custody.
- Open-source advocates building transparent support operations.
14 Ore
Mărturii (2)
Dr. Kelly a fost excelent și a demonstrat mai multe sfaturi utile. Am apreciat în special modul în care a fost disponibil să răspundă la întrebările noastre și să rezolve probleme pe loc.
John - San Manuel Band of Mission Indians
Curs - Microsoft SCCM
Tradus de catre o masina
1. Curs foarte detaliat 2. Formator foarte bine informat 3. Explicații și exemple excelente
Byron Pisani - Manulife
Curs - Chef Configuration Management
Tradus de catre o masina
