There are good solutions that have proven themselves over the years. They have evolved over time, or you could say they have been dynamically developed further. But sometimes it is not a bad idea to take a new perspective and set up a system from scratch. That is what OTRS founder Martin Edenhofer thought three years ago, and he used his wealth of experience to completely redesign helpdesk and support software. And it has really paid off in terms of both design and functionality.
After a brief introduction, the solution is quite easy to use thanks to its almost intuitive interface. Tasks can be created as tabs, for example, and assigned to colleagues via drag-and-drop. The attractively designed dashboard provides a clear overview of tickets, processing status, and recent activities.
But Zammad is not only modern in its appearance, it is also technologically designed for today’s communication, which ideally takes place in real time. For example, through its own chat, in which customer inquiries can be answered directly in a dialog. To speed up this process as much as possible, employees have access to ready-made text modules, and experienced colleagues can be called in at any time to ensure maximum expertise. In addition, the system also incorporates communication channels such as Facebook and Twitter for service requests.
And when it comes to fast access to information, the full-text search is a feature that many have surely been wanting for a long time. It searches both tickets and attachments at lightning speed, for example 40 GB of data in under 3 seconds (according to the manufacturer).
For a ticket system to lead to greater efficiency and effectiveness in everyday project work, the tickets must of course be maintained conscientiously. The systems do not differ in this respect, and no one can take this task off the hands of those involved. What can be taken off their hands, however, is the maintenance of the software with update installations through cloud hosting with a reliable provider. SaaS Web takes over this hosting for companies after a complete initial installation, and on request also with the interface in the company’s own branding.
There is a lot to be said for the solution and nothing to be said against switching to it. Its developers have also thought of making the migration from another ticket system as smooth as possible. They have developed the Zammad Migrator specifically for this purpose, which makes the transfer of existing data completely uncomplicated. And that is typical of Zammad: the people there have not only rethought the system, they have thought it through to the end.
Managed Zammad Hosting by SaaS Web
SaaS Web has been offering Managed Zammad Hosting for companies since the beginning of the year (2019). The infrastructure options are OpenStack Public Cloud Hosting in Germany, with offers available on the Managed Helpdesk landing page, or VMware vSphere Hosting, although the latter is currently only available in France (but may soon be available in Germany as well).
SaaS Web installs Zammad and maintains the instance (updates, daily backups, monitoring) so that customers can focus entirely on using the application and supporting their customers.
