Release

Zammad 1.2.0, 1.1.2 & 1.0.3

January 16, 2017 · We are happy to present to you the fourth release of our 4-weekly release cycle. Furthermore, we would like to thank OSB Alliance – Open Source Business Alliance e.V. for our first award, the Open Source Business Award (although Zammad was released just three months ago).

In addition to the bugfix releases Zammad 1.0.3 & Zammad 1.1.2 we are releasing Zammad 1.2.0 today with following new functionalities for download:

Zammad 1.2.0, 1.1.2 & 1.0.3 (Feature & Patch Level)

Feature #1: Time Accounting

Zammad is used to process services in a structured manner. Tickets are ideally suited for this purpose. Since customers do not procure services as lump-sum from service providers, a possibility for effort tracking by agents and assistance in subsequent accounting facilitates tasks for everyone involved.

Zammad now supports you in these processes as well.

Functionality

Possibility to track effort by agents during ticket processing.
Definition of ticket categories (e.g. all tickets with a certain type) for which time tracking should be compulsory.
Possibility of analysis (which organization/customer produced how much effort for which ticket).

Feature #2: Collision Detection

Zammad enables quick and efficient ticket processing through its power features such as text modules and macros. It is thus possible that two or three agents work parallel on the same ticket. This takes up unnecessary resources and may create confusion for the customer. We now have the right answer: collision detection. With the new collision detection, agents can see in real time who else has the current ticket open and who is working on it.

Functionality

Detection and visualization of parallel processing of a ticket.

Feature #3: Integration with Clearbit

If you use Zammad in sales, you often don’t know your customer/inquiring partner. Additional information (e.g. industry or position of the customer/inquiring partner) would lead to a better response and higher conversion rate. But where should one get more information about the unknown customer/inquiring partner? From Clearbit of course!

Functionality

Automatic enrichment of information about customers and organizations

Zammad Screenshot Clearbit Agent Customer

Zammad Screenshot Clearbit Agent Organization

Feature #4: Integration with Nagios & Icinga

Zammad is often used in IT service desk along with monitoring tools. These tools notify IT teams if, for example, a server is not reachable or a disk is full. Tickets are best-suited to process such system alerts in a coordinated manner within a team (by assigning a ticket owner and through the possibility to record actions already taken to solve the problem). The only problem: if the problem is resolved (for example, if it was a temporary network failure), this information is not communicated to the ticket. This integration now solves, among others, this problem.