What this post is about
- Work more productively thanks to text module and categorizations
- Save loads of time with automation
- Store and share tips and tricks in the knowledge base
- Reply faster than your competition thanks to SLAs and the live chat
- Integrate tools that are important for your work through REST API
Our Zammad Helpdesk is backed by 20 years of experience and thousands of hours of development. No other tool is as simple as it is powerful for answering support requests via phone, email, and chat. The special feature: with our issue tracking system, we focus on maximum user-friendliness for agents to make their work a little more efficient every day. This is ensured by several powerful features, which we can’t wait to introduce to you here.
The biggest productivity boost for your organization is also the easiest: Create text modules that can be combined for a faster response to queries. Zammad allows you to save recurring phrases such as salutations and goodbyes, explanations of the next steps, or even general information on data protection or accessibility. These sentences or paragraphs can be put together in no time at all using a keyword search. This creates a comprehensive archive that all agents have access to. As a result, they can react in a fraction of the time, always remaining individual in their user concerns, and at the same time speaking a common language as an organization.
As open-source software, you can adapt Zammad even further to your needs! For example, you can use individual fields to create your own categorizations, such as for product classes, machine numbers, fault types, or processing steps. Such a uniform system immediately provides all your agents with a basic structure and helps them to build further workflows on this (see the chapter on partial automation). So go ahead and be creative!