Zammad

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About

Zammad is a sophisticated, open-source helpdesk and ticketing system designed to streamline customer support processes. Built with modern technologies, Zammad provides an intuitive interface for both support agents and customers, enhancing communication and efficiency. It integrates with various communication channels and offers powerful features to manage and resolve support requests effectively.

Key Features

1. User-Friendly Interface

  • Modern Design: Zammad features a contemporary, easy-to-navigate interface that simplifies the user experience for both support agents and customers.
  • Customizable Dashboard: The dashboard can be customized to display relevant information and tools, making it easier for agents to manage their workload.

2. Comprehensive Ticket Management

  • Multi-Channel Integration: Supports ticket creation from email, chat, phone, and social media channels, consolidating all support requests into a single platform.
  • Automation: Automate routine tasks with triggers, queues, and macros to streamline ticket handling and improve response times.

3. Advanced Communication Tools

  • Internal Messaging: Facilitates internal collaboration with messaging and notes, allowing support agents to discuss tickets without leaving the platform.
  • Customer Communication: Offers various communication methods including email and chat, with features for automated responses and pre-defined templates.

4. Knowledge Base

  • Self-Service Portal: Provides customers with access to a knowledge base where they can find answers to frequently asked questions and common issues.
  • Article Management: Create, manage, and categorize knowledge base articles to provide relevant information and solutions.

5. Reporting and Analytics

  • Performance Metrics: Generate detailed reports on ticket resolution times, agent performance, and customer satisfaction to monitor and improve support operations.
  • Custom Reports: Create custom reports tailored to specific needs and gain insights into support processes and performance.

6. Integration Capabilities

  • Third-Party Integrations: Connects with various third-party tools and applications to extend functionality, such as CRM systems and chat tools.
  • API Access: Provides API access for custom integrations and automated workflows.

7. Security and Privacy

  • Role-Based Access Control: Manage user permissions with role-based access to ensure secure and appropriate access to support data and functionalities.
  • Data Encryption: Protects sensitive information with encryption both in transit and at rest.

8. Customizability

  • Extensions and Plugins: Enhance Zammad’s capabilities with a range of extensions and plugins, including additional features and integrations.
  • Custom Fields and Forms: Create custom fields and forms to capture specific data and tailor the ticketing system to your needs.

9. Multilingual Support

  • Language Options: Supports multiple languages to cater to a diverse, global user base.
  • Localized Content: Display content in different languages and regions, ensuring relevance and accessibility for users worldwide.

You can subscribe to Zammad, an AWS Marketplace product and launch an instance from the product’s AMI using the Amazon EC2 launch wizard.

To launch an instance from the AWS Marketplace using the launch wizard

  • Open the Amazon EC2 console at https://console.aws.amazon.com/ec2/
  • From the Amazon EC2 dashboard, choose Launch Instance. On the Choose an Amazon Machine Image (AMI) page, choose the AWS Marketplace category on the left. Find a suitable AMI by browsing the categories, or using the search functionality. Choose Select to choose your product.
  • A dialog displays an overview of the product you’ve selected. You can view the pricing information, as well as any other information that the vendor has provided. When you’re ready, choose Continue.
  • On the Choose an Instance Type page, select the hardware configuration and size of the instance to launch. When you’re done, choose Next: Configure Instance Details.
  • On the next pages of the wizard, you can configure your instance, add storage, and add tags. For more information about the different options you can configure, see Launching an Instance. Choose Next until you reach the Configure Security Group page.
  • The wizard creates a new security group according to the vendor’s specifications for the product. The security group may include rules that allow all IP addresses (0.0.0.0/0) access on SSH (port 22) on Linux or RDP (port 3389) on Windows. We recommend that you adjust these rules to allow only a specific address or range of addresses to access your instance over those ports
  • When you are ready, choose Review and Launch.
  • On the Review Instance Launch page, check the details of the AMI from which you’re about to launch the instance, as well as the other configuration details you set up in the wizard. When you’re ready, choose Launch to select or create a key pair, and launch your instance.
  • Depending on the product you’ve subscribed to, the instance may take a few minutes or more to launch. You are first subscribed to the product before your instance can launch. If there are any problems with your credit card details, you will be asked to update your account details. When the launch confirmation page displays.

Usage/Deployment Instructions

Step 1: SSH into your instance with username ubuntu and key pair to start the application.

Username: ubuntu

Password: .pem file

ssh -i ssh_key.pem ubuntu@instance-IP

Step 2: Start & Configure Zammad

  1. Switch to the Root User:
    sudo su
  2. Navigate to the Zammad Directory:
    cd /home/ubuntu/zammad-docker-compose
  3. Start Zammad Services:
    sudo docker-compose up -d

Step 3: Access the Zammad Application

Open your web browser and navigate to:

http://your-server-ip:8080/

You should see the following screen:

Step4: Configure Zammad

  • Click on the Setup new System on the page to getting started.
  • Provide your admin username, password, and email and click on the Create button. You should see the following screen:
  • Provide your Organization name, upload a logo, provide system URL, and click on the Next button. You should see the following screen:
    MTA and click on the Continue button. You should see the following screen:
  • Click on the Skip button. You should see the Zammad dashboard in the following screen:

Step 4: Access the Admin Panel

To access the Zammad admin panel, go to:

http://your-server-ip/admin

All your queries are important to us. Please feel free to connect.

24X7 support provided for all the customers.

We are happy to help you.

Submit your Query: https://miritech.com/contact-us/

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    Until now, small developers did not have the capital to acquire massive compute resources and ensure they had the capacity they needed to handle unexpected spikes in load. Amazon EC2 enables any developer to leverage Amazon’s own benefits of massive scale with no up-front investment or performance compromises. Developers are now free to innovate knowing that no matter how successful their businesses become, it will be inexpensive and simple to ensure they have the compute capacity they need to meet their business requirements.

    The “Elastic” nature of the service allows developers to instantly scale to meet spikes in traffic or demand. When computing requirements unexpectedly change (up or down), Amazon EC2 can instantly respond, meaning that developers have the ability to control how many resources are in use at any given point in time. In contrast, traditional hosting services generally provide a fixed number of resources for a fixed amount of time, meaning that users have a limited ability to easily respond when their usage is rapidly changing, unpredictable, or is known to experience large peaks at various intervals.

    No. You do not need an Elastic IP address for all your instances. By default, every instance comes with a private IP address and an internet routable public IP address. The private address is associated exclusively with the instance and is only returned to Amazon EC2 when the instance is stopped or terminated. The public address is associated exclusively with the instance until it is stopped, terminated or replaced with an Elastic IP address. These IP addresses should be adequate for many applications where you do not need a long lived internet routable end point. Compute clusters, web crawling, and backend services are all examples of applications that typically do not require Elastic IP addresses.

    Amazon S3 provides a simple web service interface that you can use to store and retrieve any amount of data, at any time, from anywhere on the web. Using this web service, you can easily build applications that make use of Internet storage. Since Amazon S3 is highly scalable and you only pay for what you use, you can start small and grow your application as you wish, with no compromise on performance or reliability.

    Amazon S3 is also designed to be highly flexible. Store any type and amount of data that you want; read the same piece of data a million times or only for emergency disaster recovery; build a simple FTP application, or a sophisticated web application such as the Amazon.com retail web site. Amazon S3 frees developers to focus on innovation instead of figuring out how to store their data

    Amazon RDS manages the work involved in setting up a relational database: from provisioning the infrastructure capacity you request to installing the database software. Once your database is up and running, Amazon RDS automates common administrative tasks such as performing backups and patching the software that powers your database. With optional Multi-AZ deployments, Amazon RDS also manages synchronous data replication across Availability Zones with automatic failover.

    Since Amazon RDS provides native database access, you interact with the relational database software as you normally would. This means you’re still responsible for managing the database settings that are specific to your application. You’ll need to build the relational schema that best fits your use case and are responsible for any performance tuning to optimize your database for your application’s workflow.

    Amazon S3 is secure by default. Upon creation, only the resource owners have access to Amazon S3 resources they create. Amazon S3 supports user authentication to control access to data. You can use access control mechanisms such as bucket policies and Access Control Lists (ACLs) to selectively grant permissions to users and groups of users. The Amazon S3 console highlights your publicly accessible buckets, indicates the source of public accessibility, and also warns you if changes to your bucket policies or bucket ACLs would make your bucket publicly accessible.

    You can securely upload/download your data to Amazon S3 via SSL endpoints using the HTTPS protocol. If you need extra security you can use the Server-Side Encryption (SSE) option to encrypt data stored at rest. You can configure your Amazon S3 buckets to automatically encrypt objects before storing them if the incoming storage requests do not have any encryption information. Alternatively, you can use your own encryption libraries to encrypt data before storing it in Amazon S3.

    • RDS for Amazon Aurora: No limit imposed by software
    • RDS for MySQL: No limit imposed by software
    • RDS for MariaDB: No limit imposed by software
    • RDS for Oracle: 1 database per instance; no limit on number of schemas per database imposed by software
    • RDS for SQL Server: 30 databases per instance
    • RDS for PostgreSQL: No limit imposed by software

    Highlights

    • icon

      Intuitive Interface

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      Comprehensive Ticket Management

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      Advanced Communication Tools

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      Robust Reporting and Analytics

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      Flexible Integration Options

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      Strong Security Features

    Application Installed

    • icon Zammad
    • icon python
    • icon linux
    • icon java
    • icon Docker
    • icon docker-compose