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Those who make clear agreements reach their goals faster. With SLAs - Service Level Agreements - you define objectives, milestones, or outcomes within specific time slots that ensure effective work. Although SLAs are primarily established with external service providers, internal implementation also offers many advantages.

Social Engineering refers to the process of obtaining confidential information through deception. Unfortunately, no firewall can protect you from such manipulation attempts by people! However, there are common patterns that attackers often rely on. Protect your organization by recognizing and preventing these early on.

Working digitally has become the basis in companies. The theory sounds self-evident, but practice proves to be a challenge. What tools must employers provide to their employees to enable flexible project implementation? And what do talents value? We provide you with an overview of essential software for a modern workday.

Criticism, rejection, anger: customer support employees have to endure negative feedback every day. It is not always easy to find the right and empathetic words. However, professionals should avoid unnecessary phrases and empty clichés. We show you how to keep customers calm on the phone or in a chat, and how to listen actively and respond emphatically.

Do you actually need a ticketing system, a helpdesk, a service desk, a solution desk, or something entirely different? All of these systems share a focus on communication both internally and externally. Someone submits a request – you try to resolve it. However, at their core, they bring a different value proposition that should be considered.

Every communication from and with your customers contains valuable feedback from which you can read what is already well received and where there is still room for improvement. Systematically collect these real-time insights and incorporate them into product development on an ongoing basis. With such a customer-oriented culture, you make your company future-proof in the long run.

Do you think your organization is too complex and branched out to work with Zammad? We bet you do, and here we present our pro features for distributed teams and roles that really do justice to any org chart. You don't think so? Go ahead and challenge us.

Data theft and hacking are increasingly part of our digital everyday life. In order to secure information and protect our nerves, precautions and security measures must be taken when working with tools such as the helpdesk. We explain the essential basics and additional steps to ensure the security of your data within the company.

Show what your knowledge base has to offer! In order to make the valuable content of your knowledge base accessible to every user through easy access via a search engine, it is essential to optimize it. Our five SEO tips help improve, structure, and create added value so that your knowledge pool shows up at the top of the rankings.

Can you be reached via the Internet with your own store and are you looking for a way to finally set up your support in a structured and clear manner? Then you should consider a helpdesk that allows you to bundle communication channels and optimally position yourself for internal and external issues. Here you can read everything you need to know when choosing your tool.

Are incoming messages piling up in your service team? Are customers getting impatient because quick questions are simply answered too late? To handle a high volume of tickets more effectively, you can use these five simple tips on how to establish helpful prioritization in your service team.

With the hype and strong media presence of the ChatGPT software, new opportunities for the use of AI in support and customer service have opened up seemingly overnight. Whether it's fast and automated help or improved customer experiences: Smart searches and chatbots are no longer dreams of the future. We give you an overview of the development.