Julia Denisenko

In various service and business models, providers offer their customers suitable cloud computing solutions to choose from. This often involves distinguishing between the options of IaaS, PaaS, and SaaS. But which model is the right fit for your company? Our guide explains the differences and provides tips on which application aligns with your needs.

October 2023 marks 7 years of Zammad! Wow, has it really been that long? What began as a daring vision to democratize customer service has blossomed into a self sustaining company in the open source environment. We haven't just crossed the pivotal point often referred to as the "seven-year itch" where many businesses stumble; we've thrived, fostering a strong community, expanding our user base, and earning the loyalty of countless customers along the way.

Even as a 'fully-remote' company, we recognize that true magic happens when we meet in person. That's why once a year, we break free from the virtual world to learn, laugh, and experience the beauty of being together. Welcome to a behind-the-scenes look at our Team Offsite 2023!

With the conclusion of a successful year, we sincerely thank all customers and users for their loyalty and support. Some team members have stepped in front of the camera to personally wish you a Merry Christmas and a Happy New Year. Special Christmas greetings go out to the heroes behind the virtual helpdesk!

Gerrit is our consultant and has the exciting job of exploring the diverse deployment scenarios of Zammad. He skillfully translates customer requirements and needs into the ticketing system. The more complex the use case, the better! Gerrit thrives on challenges, even in his free time. His impressive track record in various games speaks volumes. What drives him beyond that, he reveals in this diary entry.

In our fast-paced, hyper-connected world, the bar for customer service is constantly being raised. Customers want their support issues resolved quickly and efficiently, regardless of the channel they choose to communicate through. Meeting these expectations poses a challenge for many businesses. That's where the power of data integration shines. In this article, we'll explore how combining the capabilities of Zammad and Skyvia can significantly enhance the customer experience.

The thought of artificial intelligence evokes mixed feelings in many people - between the hope of a smart assistant and the fear of not being able to keep up with the new technology. On closer inspection, the apparent mystery of AI turns out to be a welcome opportunity for the future, which still needs time to mature in many use cases.

Meet Dusan, our colleague from the software development team at Zammad, whose diverse interests range from complex problem solving to amateur astronomy. In this diary entry, Dusan shares insights into his work, his lifelong learning strategies, and the benefits and challenges of working remotely. He also talks about his passion for stargazing and his idea of teamwork.

Many Zammad users are well acquainted with the system's documentation. But probably only a few know the creative mind behind the scenes who keeps it up to date. It's time we change that. In the interview, Ralf explains exactly what his role as a Technical Writer involves, what standards he holds for his own work, and how he manages to bring a breath of fresh air into his daily routine.

A picture is worth a thousand words – this is also true for emojis. These small graphic elements have become an integral part of our digital communication and are increasingly being used in customer communication. In this article, we delve into the fascinating world of emojis, exploring their origins, their impact on communication, and their significance in customer service.

Excellent customer service is no coincidence. It starts with the careful selection of the right employees who bring much more than just technical know-how. A strong support team combines various talents that impress both on a professional and human level. From the creative problem solver to the patient explainer – learn how the right team composition can delight your customers.

Digital transformation in education presents both opportunities and challenges. For Philomath School District—serving 1,600 students across six schools—this journey requires strategic vision and practical solutions. Our interview with Joshua Martin, the system administrator of the school district, offers an insider's perspective on navigating the digital frontier, overcoming technological hurdles and leveraging tools like Zammad to achieve digital sovereignty.