The requirements for individual processes and workflows are as diverse as possible, while compliance with common frameworks such as ITIL/ITSM depends on the actual processes. In order to configure Zammad according to your own requirements, the system architecture, the solution design and the admin toolbox must be understood. This is usually done as part of training. This is usually followed by the conception phase, in which the "how" and "how detailed" of the implementation is defined, which must form the basis of the configuration in the individual features.
Concept phase:
In the concept phase, the following fundamental questions about the desired Zammad solution architecture are usually defined, such as
- channels
- groups
- Roles and rights
- Object Manager (ticket, user and organization attributes)
- Text modules/knowledge base
- Automations and rule-based processes
- Dynamic interface and core workflows
The key is to implement each recurring standard process as simply and efficiently as possible (minimizing the time required for processing) and at the same time to define a defined process (exception handling) for each edge case. A fundamental distinction is made between manual documentation processes in notes and body texts of tickets and structured recording in attributes (ticket, user, organization). Structured data can trigger and control processes, increase service quality and make correlations recognizable in evaluations and enable "data-driven decisions". The question of how complex individual processes should be in Zammad and how efficient ticketing is possible despite complex requirements is usually discussed in dedicated workshops.
Design and basic configuration workshop
https://zammad.com/de/services/professional-services#2-produktimplementierung
During the design phase, your organization will work closely with our consultant to develop the best specification for your Zammad implementation. Our consultant will provide you with insight, best practice and recommendations in the development of the structure, processes and workflows.
Configuration phase:
In the configuration phase, the Zammad system is prepared for productive use. The first step is to connect the defined channels. This is followed by a step-by-step configuration based on the results of the design phase. The features and functions defined in the conception phase are gradually configured so that productive use is possible and the administrator is trained in how the specific content (values and formats of the object attributes, automatisms, interface dynamization) can be reconfigured and optimized during operation.
If there is a need for further support, this can be commissioned as part of "workshops for individual topics".