Create healthier communications with your clients through the use of Zammad, an open source help desk and customer support platform.
- Zammad migrator lets you export existing information from other programs
- Front end and back end UI for addressing tickets
- A wealth of administrative filtering and search options
- 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
- 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
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.