Zammad is a web based open source helpdesk/customer support system.
The software offers many features to manage customer communication via several channels like telephone, Facebook, Twitter, chat and e-mails.
Zammad provides a REST/JSON API.
- Supports full-text search that scans through pretty much everything (tickets, users, organizations, even email attachments). It’s not just limited to the web interface, as there’s a REST API that offers search results.
- Flexible text modules.
- Immediately reports changes to objects.
- Supports auto-save.
- Supports individual escalation or setting client solution time limit.
- Automatic ticket assignment.
- Allows for creation of individual overviews.
- Supports various security mechanisms such as device-logging and two-factor-authentication.
- Provides a customer interface, where they can track the current editing at any time.
- Autocompletion when replying.
- Live chat – talk to customers in real time from the customer chat panel.
- Macros in Zammad automate recurring sequences, saving time. Macros can be configured to close the current tab when finished.
- Supports external authentication via Gitlab, Twitter, Facebook, LinkedIn or Google via OAuth. There’s support for Twitter Webhook API.
- Phone systems. There’s sipgate.io integration.
- SMS – send and receive SMS messages, set up custom SMS notifications.
- Authentication and customers
- Monitoring systems.
- Print-friendly views for tickets and ticket lists, so you can take them with you into a meeting or out in the field.
- Import users, organizations and text modules via CSV file.
- Install with Docker-Compose. Docker is a container-based software framework for automating deployment of software. Compose is a tool for defining and running multi-container Docker applications.
- Packages available for CentOS, Debian, Ubuntu, and SLES.
- Internationalization support.
- Database: PostgresSQL (recommended), MariaDB or MySQL.
- Reverse Proxy: Nginx or Apache.
- Elasticsearch for excellent search performance.
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