· Ah, spring... the time for rebirth and new buds. 🌼 What better season to bring you a brand new version of Zammad? And alas, Zammad 5.1 is here, with exciting new features such as Knowledge Base Permissions, Multiselect, and an import wizard for Kayako. Enjoy!
1. 🚫 Knowledge Base Permissions
Let's start with a big one: The knowledge base permissions are something many of you have been waiting for! So far, user access applied to the whole database, meaning that a user of your instance could either view or view and edit the posts.
Now, these permissions can be defined on a category level. So if you have an agent with great expertise on a certain topic, you can grant them edit rights for this specific knowledge base category alone:
For example, a member of our Zammad team who knows everything about our subscriptions could have editing rights to the "Subscriptions" section of our knowledge base alone.
This way you can still ensure consistency while unlocking all the potential of your team members' expertise!
2. ✅ Multiselect
Ah, another good one! Have you ever created a ticket and found that you couldn't decide which category to assign it to? Well, that's a thing of the past now! Thanks to the new Multiselect feature you can - as the name implies - select multiple categories for the same ticket! So easy and yet so helpful... we hope you will love it as much as we do!
3. ✍🏻 Shared Draft
This function has been requested again and again. Do you want to pass on a response by an agent (e.g. a trainee) to a colleague for quality assurance before sending it to a customer? As of Zammad 5.1, this is possible. Simply compose a response and instead of saving the ticket just save the "draft". The next agent can simply "load" this draft and continue working on it.
4. 🧙 Kayako Import Wizard
If you're currently using Kayako as your helpdesk and casting sneaky looks at Zammad, who are we to blame you? Instead, we have some great news for you: The brand-new Kayako import wizard makes the transition to Zammad easier than ever before. Simply import your existing Kayako files into a Zammad instance at the touch of a button.
Seems like it's time to make your Zammad dream come true! 😉
Join our live webcast on May 12, 2022, to see the migration wizard in action and learn more details about the process. Register now!
5. 🌐 Weblate: New Translation Tool
As you probably know, Zammad is used worldwide. In order to appeal to users all over the globe, we have always tried our best to offer our interface in as many languages as possible - currently over forty! Keeping all these translations complete and up to date as well as adding new languages has only been possible thanks to the tireless contributions of our amazing Community... aw, you legends! 😍
With the introduction of a new tool, Weblate, it will now be easier than ever before to collaborate on the different language versions of Zammad. Simply click on the button below, set up an account, select the languages you can help out with, and start adding or reviewing translations.
Lastly, we implemented a new setting that also benefits our international users: the 12-hour time format. Now organizations can choose whether they want to use the military time format (00:00 to 24:00) or the 12-hour time format (12 AM to 12 PM). The latter will now be the default setting in Zammad for English (United States). Admins can customize this setting per language.
Are you waiting for a certain feature? 🤨
If you're missing something, we're sorry - but our list of feature requests is very long and ever-growing. In order to speed up the process and put your feature on the fast track, you can become a Feature Sponsor. Just reach out to us and let's make it happen!
🚨 Technical Notes
Please note that you will need to fulfill the following browser prerequisites in order to use this version:
You will also need:
PostgreSQL 9.3 or newer
(please note that CentOS 7 requires PostgreSQL update for this!)
MySQL/MariaDB 5.5.8 or newer