Zammad icon

Zammad icon

Zammad

Web Apps Business
Description

Create healthier communications with your clients through the use of Zammad, an open source help desk and customer support platform.

Platforms
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Links

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Zammad Reviews

We have published is 1 review for Zammad. The average overall ratings is 4.0 / 5 stars.

Write a Review
grex avatar
My Opinion on Zammad
written by grex on 2018-03-02 04:26:13
Overall
Ease of Use
Customer Service
Value For Money

Overall Opinion: Maintaining relationships with clients is a critical aspect of business management, but with so many methods of communications, it can be hard to keep track of problems and respond to them as effectively as you might like. Zammad is poised to present a promising future for software designed to expedite the customer service experience. Where older help desk platforms often offer a jumbled queue of support tickets and ask the support team to sort them out, Zammad has opted instead for a more streamlined system that reflects the growing emergence of software as a service business models. The business-side model isn't particularly flashy, but it gets the job done. Inspiration was clearly drawn from existing e-mail clients like Outlook. This makes it easy to pick up for new users, and the system offers a neat and orderly approach to ticket management. It's easy to see which tickets are open and closed, assigned or unassigned, and representatives can leave notes in each to provide for more thorough analysis of the situation and where they stand. A similar interface is used on the client-side end of things. Zammad updates in real time, facilitating communications when multiple agents are working on a problem and making it simpler for managers to track the progress of issues deemed highly important. Zammad takes accountability seriously, and the platform is designed for business owners who are serious about resolving problems in an honest and timely manner. You can set deadlines depending on your promises to your customers, and these can be escalated or deescalated as the situation demands. To help bridge the gap between the customer service team and management, and to help everyone better analyze the effectiveness of the care team, Zammad automatically compiles historical data for easy auditing, and users assigned as administrators have the option of creating overviews so they can zero in on the specific information they need and get quick access to it whenever they need to. While the management of tickets itself is an important component of any customer service experience, direct communication with customers is just as crucial. Zammad's chat functionality is integrated directly into the UI, and it's quick, responsive, and stripped down to all the necessary components. Your customer team can quickly communicate the necessary information to their clients. Zammad can also integrate directly with your phone systems through a dedicated API. You can also send updates and reports via tweet without having to leave the Zammad interface. The Zammad app is available in nine languages, making it ideal for multinational companies, and business users can customize the UI with their company-specific branding. A host of security functions and the ability to log in through multiple social media platforms round out the features.

Pros: Clean interface gets straight to the point and displays information intuitively Chat, phone, and social media functionality put all necessary communications in one place Extensive administrative control and oversight options available

Cons: Client-side interface is unattractive and overly complicated Some business users express confusion with setting up Zammad Many basic functions require multiple unnecessary clicks to work

grex is using Zammad every other week recently.

Screenshots

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Zammad Videos

Youtube Video: Jitbit Helpdesk Ticketing System Walkthrough

This is a quick tutorial for Jitbit Helpdesk software Jitbit Helpdesk is an easy-to-use yet incredibly powerful help desk software. Check it out here: https://www.jitbit.com/helpdesk/?utm_source=v...

Disclaimer: This video was not made by us, but we found it interesting enough to embed it here.

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About This Article

This page was composed by Alternative.me and published by Alternative.me. It was created at 2018-04-27 12:56:28 and last edited by Alternative.me at 2020-03-06 07:49:40. This page has been viewed 5089 times.

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Multi-channel support Self-service support Workflow and automation Category Brings you closer with a simple message Make announcements about new endeavors Offer support in real time Email templates 170+ Features included: -POP3 accounts -Email piping -Forwarding -Departments -Priorities -Statuses -Tags -Rules -Ticket Routing -Canned/Predefined messages -Voice integration -Real-time website monitoring and statistic -Chats -Facebook/Twitter integration -Knowledgebase -Live Suggestions as you type -Feedback and Contact forms -Agent rating, Gamification -Multilingual -Ticket Filters -File sharing and attachments -Chat button templates and much more.
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