Overview

We help organizations implement Zammad, a powerful open-source helpdesk system, to streamline their support operations. By centralizing communication from email, web forms, and chat, businesses can efficiently manage tickets, resolve issues, and improve both customer and employee satisfaction.

Objectives

 

• Centralize all support requests (email, web, chat) into one platform

 

• Enable real-time tracking of ticket status, agent assignment, and resolution

 

• Link tickets to customer or employee records for full context

 

• Improve collaboration between agents, departments, and end-users

 

• Provide analytics and reporting on ticket volume, response times, and satisfaction

Key Services

1. Customer Support

 

• Manage external customer tickets via email, web form, or chat

 

• Centralize all customer communication in one interface

 

• Track and resolve support requests efficiently

2. Internal IT Helpdesk

 

• Centralize employee tickets for IT issues (software, hardware, network)

 

• Track IT assets and link them to support requests

 

• Prioritize and resolve internal technical problems

3. Project Management Support

 

• Use Zammad to manage tasks, bug reports, and feature requests

 

• Ensure clear communication on project-related issues

 

• Maintain a transparent overview of project progress and impediments

4. HR & Operations Support

 

• Handle internal employee requests for HR (e.g., vacation, policy questions)

 

• Manage Operations requests (e.g., office supplies, facility issues)

 

• Route, manage, and resolve internal non-IT tickets

Optional Advanced Features

 

• Advanced workflow automation with triggers and schedulers

 

• Service Level Agreement (SLA) management and reporting

 

• Integration with third-party systems (e.g., Jira, Slack, LDAP)

 

• Configurable knowledge base for customer self-service

 

• Custom reporting dashboards and analytics