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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.

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.

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?

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.

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.

In Zammad workshops, customers increasingly ask me the question: "What options are there for automating workflows across applications?" An understandable request, since the benefits of workflow automation are obvious: complicated business processes can be simplified and easily managed. I have found a simple solution for this.

More and more companies are expanding their communication channels to include WhatsApp to send updates about products and offer customer support. However, the expectations and etiquette in customer service via the messenger differ from traditional channels such as email and phone hotlines. We provide you seven practical tips on how you can successfully integrate WhatsApp into your customer communication.

Every employee wishes for a healthy work environment. However, sometimes excessive stress, a high workload, and self-sacrificing commitment can lead to sudden burnout. We provide you with practical tips and actionable tools on how to actively prevent this development in your support team.

Digital customer service means complementing service channels without replacing traditional ones. A well-thought-out omnichannel strategy enhances the customer experience and promotes seamless support as well as strong customer loyalty. Learn how to effectively integrate support channels to foster consistent and connected communication.

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 open source community, once dismissed as a niche, now globally provides a vast pool of ideas and knowledge. Open Source has evolved into a treasure trove of experts and know-how, ensuring collaborative project development on a solidarity basis. Our article explains the advantages that this consolidated knowledge brings.

When challenges obstruct progress, tips and tricks from support can help. However, solving questions and problems independently often promises a greater sense of achievement, and users usually find it to be a faster way to reach their goals. It is important to know which types of support are most useful to customers and offer added value.