Release

Zammad 2.8.0 & 2.7.1

· Today, we’re pleased to announce a brand new release of Zammad!

Zammad 2.7.1 includes a lot of minor bugfixes, while the new Zammad 2.8.0 comes with the following major improvements:

1# 📞 Integration with Placetel

If you’ve never tried telephone integration in Zammad (a.k.a. CTI), you don’t know what you’re missing.

Imagine taking a call and being able to immediately greet the customer by name. Imagine having his recent tickets up on the screen from the moment you pick up the receiver. Imagine never having to say “give me just a moment to look that up for you...” Imagine the kind of impression you could leave with a personalized customer service experience like that. We use it every day, and we honestly couldn’t live without it.

Now, by popular demand, Zammad supports Placetel as a CTI provider. Simply configure your Placetel PBX in the Admin Settings Panel, under Integration > Placetel.

What can I do with it?

  • See the customer profile of an incoming caller. (Zammad is smart about finding caller ID data—if you don’t have the number saved in a user profile, it will look for a matching number in the signatures of every email you’ve ever received!)
  • See the customer’s tickets (or create a new one) in a dedicated overview.
  • See a quick summary of all calls (and their status) in the caller journal.
  • Block calls from specified numbers. (Blacklisted callers will simply hear a busy signal.)
  • See which other agents are currently taking calls.

The setup procedure in detail is outlined here.

Screenshot Zammad Placetel Integration
Screenshot Zammad Feature generic CTI

2# ⚡️ Twitter Webhook API Support

Zammad now takes advantage of Twitter’s new-and-improved webhooks API for lightning-fast updates, meaning that @mentions and DMs (direct messages) will now show up in Zammad in real time!

The setup procedure is outlined here, and requires a subscription to Twitter’s Account Activity API.

Screenshot Zammad Admin Twitter App
Screenshot Zammad Agent direct message reply

Downloads

All improvements can be found in the changelog.

Download Zammad 2.8.0

Changelog (2018-12-03)

Source code

Packages

Download Zammad 2.7.1

Changelog (2018-12-03)

Source code

Packages

Upgrade

Information about upgrading a Zammad installation can be found here:

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