What this post is about
- Communicate clearly and comprehensibly
- Enable development with comprehensive documentation
- Creating community spirit
- Integration strengthens cohesion
- Provide a code of conduct as a framework
Looking back is a typical part of any year-end reflection. Our Zammad blog is no different, with standout posts that have established themselves as must-reads among our community and customers. In our Top 10, you'll find the best articles presented in a clear format—valuable insights for enhancing your customer service and optimizing processes.
12 Text Templates for Saving Time
Kicking off the list is a topic every support agent knows all too well: time pressure in customer service. Text templates can help respond to recurring inquiries and issues more efficiently. They’re essential for consistent, brand-compliant communication.
In this detailed post, we show you how to work with text modules in Zammad.
Simplifying Workflows through Automation
Making workflows more efficient is a common goal for many businesses. However, automation often seems like an insurmountable challenge, especially for complex processes. Enter the open-source tool n8n, a smart solution that pairs seamlessly with Zammad to deliver impressive results.
Our Customers’ Favorite Features
The right features can make all the difference—and Zammad offers plenty! But which ones are most popular among our users? In inspiring success stories, our customers shared their favorites, with five features standing out.
Discover which features they love most and why in this blog post.
WhatsApp and Customer Communication
Customer communication has firmly moved into the digital realm, with messaging platforms like WhatsApp playing a central role. These platforms enable fast, direct, and personal interactions. But how can you successfully integrate WhatsApp into your customer service strategy?
Demystifying AI in Customer Support
Artificial intelligence (AI) is often hailed as a revolution in customer service—faster, more precise, and available 24/7. But is AI really the game changer everyone expects? While its potential is enormous, AI also brings challenges: data privacy concerns, loss of control, and the risk of losing the personal touch in customer service.
Our blog post takes a critical look at both sides of the AI debate.
Helpdesk for HR: Four Smart Approaches
At first glance, customer service and HR might seem unrelated—but Zammad proves just how versatile a helpdesk ticketing system can be. Beyond traditional use cases, it supports HR departments in streamlining processes. From onboarding to employee support, Zammad automates routine tasks, simplifies communication, and saves valuable time.
Onboarding New Support Agents in Three Phases
Onboarding new support agents is always an exciting and intensive process. For newcomers, it means quickly integrating into workflows and teams, while existing staff work to ensure a smooth transition. A 30-60-90-day plan provides clear structure and eases the process for both sides.
Email-Free Corporate Communication
Modern communication without email? It sounds like an unusual experiment, but it’s entirely possible. Transitioning to email-free communication is challenging but offers an opportunity for focused exchanges without distractions. With more meaningful input, fewer follow-ups, and no empty phrases, successful examples show that it works!
Our article highlights what to consider and how Zammad supports the shift away from email.
Making Customer Service Training Fun
Humor makes everything easier! Unfortunately, this principle is often missing in training sessions, which are bogged down by boring charts and text-heavy presentations. Injecting a dose of humor can liven up your training sessions, ensuring that the next seminar includes a touch of wit. This makes content more memorable and everyday problems easier to visualize.
We’ve compiled five engaging clips to lighten the mood and boost learning outcomes in our blog post.
To Host or to Self-Host? That Is the Question
Choosing the right helpdesk software is a strategic decision that requires careful consideration. Beyond the wide array of providers, there’s often one key question: On-Premises or SaaS? Both approaches have unique advantages and disadvantages, depending on your business needs. Understanding the differences is crucial to making the best choice and ensuring a seamless integration.
Summary
Pages of insights! This collection of knowledge and practical tips provides the perfect solutions for your challenges. Whether as an addition to your knowledge base or as inspiration for new approaches, these ten reading tips are true evergreens!