Release

Zammad 3.1.0 & 3.0.1

July 11, 2019 · Today, we’re pleased to announce a brand new release of Zammad!

Besides the bugfix release Zammad 3.0.1 we also release the new Zammad 3.1.0 with the following major improvements.

Zammad 3.1.0 (minor) and 3.0.1 (patch)

#1: ☎️ CTI 2.0 for Sipgate, Placetel, and generic CTI integration

If you’ve never used Zammad’s CTI before, you don’t know what you’re missing: it puts the caller’s information on the screen before you’ve even picked up the phone, right alongside a list of their recent tickets.

If you have used CTI before, get ready for a couple snazzy upgrades:

Smoother workflow: Now, when you answer a call, Zammad will open a New Ticket dialog with the customer’s information filled in automatically. Less clicking = more listening = happier customers.
Cleaner look: The Caller Log now features avatars, and navigation includes a preview of caller information.

To activate this feature, be sure to configure agents & telephone connections in the admin panel, under Integration.

Special thanks to Ströer SE & Co. KGaA

Ströer SE & Co. KGaA has taken over the sponsorship for the CTI 2.0 extension, sponsored the function and commissioned us to tackle the development. Many thanks 😍!

#2: ✍️ Group-Based Text Modules

Text modules save you the trouble of typing out the same, long-winded answers to different customers all day long. But once you really start using them, it’s easy for them to pile up. And the more you have, the harder they are to find.

To bring order to the chaos, now you can assign text modules to individual
groups. That way, a sales agent never sees a text module that’s meant for the
support team, and vice versa.

Group-specific text modules are not available in live chat.