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課程簡介
Helpdesk Sovereignty
- How 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.
最低要求
- Intermediate-level Linux and web application administration skills.
- Understanding of customer support workflows and SLA concepts.
- Familiarity with PostgreSQL and basic Ruby on Rails concepts.
Target Audience
- Support managers looking to replace Zendesk, Freshdesk, or ServiceNow.
- Organizations requiring on-premise custody of ticket and customer data.
- Open-source advocates seeking to build transparent support operations.
14 小時
客戶評論 (2)
Kelly博士非常出色,展示了許多實用技巧。我特別欣賞他願意即時解答我們的問題,並當場解決問題。
John - San Manuel Band of Mission Indians
課程 - Microsoft SCCM
機器翻譯
1. 課程內容非常詳細 2. 培訓師知識豐富 3. 解釋和示例非常出色
Byron Pisani - Manulife
課程 - Chef Configuration Management
機器翻譯