New Articles from the
Blog Factory

Top 5 Zammad Features That Excite Customers in Customer Service

Zammad's feature catalog offers a wide range of functionalities, the use of which varies depending on the industry and use case. However, some features are particularly popular with our customers. Based on the numerous customer stories, we've compiled the top 5.
On-Premises vs. SaaS

On-Premises vs. SaaS: Which Option Fits Your Business?

Choosing a helpdesk software is also a strategic decision for any company that wants to offer top-notch customer service. In addition to finding the right provider, many companies face the question of which solution is best for them: hosting on-premises or in the cloud? Both SaaS and on-premises have their advantages and disadvantages. But which of the two options shows clear strengths?
Image for article about AI in Customer Support

Demystifying AI in Customer Support: Understanding the Potential and Limitations of the Technology

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.
Origami sloth on a bright green background

Digitization Made Easy: How a Helpdesk Enables Smart Work in the Public Sector

On the way to a digital society, municipalities, city councils and other players from the local government sector play a central role. They are in charge of shaping the quality of life, work, and location of different areas, as well as the user-oriented citizen services throughout the country. The focus is on a common understanding of digitization, a defined distribution of roles, and clear areas of responsibility.

IaaS, PaaS, SaaS: Here is how cloud computing models differ

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.
Service Level Agreements Image Blog

SLA - Efficient utilization of Service Level Agreements

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: Prevention Strategies in Support

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.

Six poor phrases in customer support - and how to do it better

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.

The differences between help desk, ticketing system & co. explained

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.
Biever image as a metapher for Collecting and Evaluating Customer Feedback

The Art of Listening: Collecting and Evaluating Customer Feedback Effectively

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.

Complex Teams In Zammad? These Features Make It Possible

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.

Helpdesk Security: How to protect access and data

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.
Together we turn your customers into fans.
Start free trial!
All releases and news directly in your inbox.
Subscribe to the newsletter