tag:support.zammad.com,2005:/help/en-us/feedZammad Support Knowledge Base2024-02-23T14:45:45Zkb-answer-80-17086995452019-06-05T15:41:46Z2024-02-23T14:45:45ZDiagnostic Workshop (System Troubleshooting)Zammad Support Knowledge Base<h3><b>Having trouble? Get to the bottom of it yourself instead of paying for monthly support.</b></h3><div><div>If you plan to host your own instance of Zammad and don’t want to commit to a recurring support contract, try our Troubleshooting Workshop.<br>
</div></div><div><br></div><div><div><b>Objective of the workshop:</b></div></div><div>We will take you through a methodical, step-by-step approach to troubleshooting why your deployment isn’t behaving the way that it should, whether you’re having trouble with LDAP integration, importing data from other services, or just plain application configuration.</div><div><br></div><div><div>Remote and on-site offerings available. <a href="https://zammad.com/contact" rel="nofollow noreferrer noopener" title="https://zammad.com/contact" target="_blank">Contact us</a> to find out more or schedule an appointment.</div></div><div><br></div><div><b>Conditions:</b></div><div><div><ul>
<li>Minimum workshop duration is four hours (Halfday)</li>
<li>The cost for a full-day, 8-hour workshop is €1,598.</li>
<li>Hourly billing is not offered.</li>
</ul></div></div><div>
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<div><b>Please note:</b></div>
<div><div>Please schedule a lead time of at least two weeks. For customers who need urgent assistance, we recommend a support contract instead, which offers guaranteed response times of six hours or less.</div></div>
</div>kb-answer-530-16933796522023-08-30T07:14:00Z2023-08-30T07:14:12ZZammad Desktop and Mobile namingZammad Support Knowledge Base<div>
<i>Desktop-App:</i> current ("old") Zammad desktop app</div><div>
<i>Mobile-View:</i> new Zammad mobile view</div><div>
<i>Desktop-View:</i> planned Zammad desktop view</div>kb-answer-63-16716121412019-06-05T15:41:46Z2023-07-21T14:28:11ZRequest a FeatureZammad Support Knowledge Base<p>Wish Zammad could do something that it can’t yet? <strong>Awesome.</strong> We love hearing from our users, and we’re always on the lookout for ways to make Zammad even better!</p><div>In order to be able to manage all ideas, it takes a bit of organization:</div><div><br></div><div>
<h2>Do you need a specific customization? That's how it goes:<br>
</h2>
<hr>
<div><b>Custom add-on</b></div>
<p>If your idea doesn’t make it into Zammad, don’t fret: self-hosted users may purchase a development services to have custom features added to just their own Zammad deployments. <a href="https://zammad.com/contact" rel="nofollow noreferrer noopener" title="https://zammad.com/contact" target="_blank">Contact us</a> to find out how.</p>
<p><b>Sponsor a feature to get it fast-tracked</b><br></p>
<p>If you need an <a href="https://github.com/zammad/zammad/issues?q=is%3Aopen+is%3Aissue+label%3A%22feature+backlog%22%2Cenhancement" rel="nofollow noreferrer noopener" title="https://github.com/zammad/zammad/issues?q=is:issue%20is:open%20label:enhancement" target="_blank">already existing feature</a> right away, <a href="https://zammad.com/contact" rel="nofollow noreferrer noopener" title="https://zammad.com/contact" target="_blank">contact us</a> to find out about feature sponsorship. Push your feature request to the front of the <a href="https://github.com/orgs/zammad/projects/10/views/1" rel="nofollow noreferrer noopener" title="https://github.com/orgs/zammad/projects/10/views/1" target="_blank">Future - Feature-List</a>. What’s more, you’ll receive a shout-out in our release announcement (<a href="https://zammad.com/news/release-2-7" rel="nofollow noreferrer noopener" title="https://zammad.com/news/release-2-7" target="_blank">like this one</a>) — a little publicity as our way of saying thanks for your patronage.</p>
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Has someone thought of my idea before or are you working on it already?</h2><hr><p>We’ve got a laundry list of features we currently have planned for upcoming Zammad releases. Check out our <a href="https://github.com/zammad/zammad/issues?q=is%3Aopen+is%3Aissue+label%3A%22feature+backlog%22%2Cenhancement" rel="nofollow noreferrer noopener" title="https://github.com/zammad/zammad/issues?q=is:issue%20is:open%20label:enhancement" target="_blank">Enhancements tracker</a> to see if your idea is already in the works.</p><p>Many of the ideas in our Enhancements tracker begin on our <a href="https://community.zammad.org/c/Stuff-you-like-Zammad-to-have-Feel-free-to-discuss-and-add-proposals" rel="nofollow noreferrer noopener" title="https://community.zammad.org/c/Stuff-you-like-Zammad-to-have-Feel-free-to-discuss-and-add-proposals" target="_blank">Feature Request community board</a>.</p><p>We review every single request there, prioritize them based on community feedback, and add them to the Enhancements tracker accordingly. If your idea is already on the boards, showing your support in that discussion is your best shot at getting it implemented.</p><h2>
Collecting ideas<br>
</h2><div>
<hr>
<p>So you’ve got a brand new idea for Zammad. Great! <a href="https://community.zammad.org/" rel="nofollow noreferrer noopener" title="https://community.zammad.org/" target="_blank">Create an account</a> on the community forum, then add your feature request to get the process started.</p>
<p>Please bear in mind that we are committed to making an amazing product for <em>all</em> of our users. That means striking a balance between versatility and simplicity. In general, features that do not benefit at least 80% of our users will not make it onto the product roadmap as a standard feature.</p>
</div>kb-answer-67-16889850782021-01-12T11:23:53Z2023-07-10T10:31:18ZI’m on Zendesk/Freshdesk/OTRS/Kayako(SaaS). How do I make the switch to Zammad?Zammad Support Knowledge Base<div>
<div>We offer <b>migration valet packages </b>to help you make the switch to Zammad from another customer helpdesk platform.</div>
<div>Please note that migrations will overwrite all existing data in your Zammad instance, so it’s necessary to always perform migrations on a brand new instance.<br>
</div>
</div><div><br></div><div>
<h2>Pricing (System Standard Migration)</h2>
<hr>
<br><ul>
<li>
<b>Hosted subscribers (all tiers):</b><b> </b>Free *<br>
</li>
<li>
<b>Corporate-tier subscribers:</b> Free *</li>
<li>
<b>Business- and <b>Enterprise-</b>tier subscribers:</b> minimum €725 (Time & Material) *</li>
<li>
<b>Non-subscribers:</b> minimum €1,450 (Time and Material) *</li>
</ul>
<div><br></div>
<div>* Costs may arise if there are special modifications in the original system, causing additional work.<br>
</div>
</div><div><br></div><div><h2>What’s included?<br>
</h2></div><div><hr></div><div>
<div><p>The following services are available to <b>all subscribers</b>:</p></div>
<div><ul>
<li>Initial consultation, system inventory & appointment agreement <br>(This is also a chance for you to ask any questions you might have.)</li>
<li>Test migration (subject to client QA & approval)</li>
<li>Production migration (subject to client QA & approval)</li>
<li>Final installation<br>
</li>
</ul></div>
<div>Not including client QA and approval time, the process typically takes a few days. <br>We <i>strongly</i> recommend that you take at least a week to QA and verify the test migration before granting your approval.</div>
<div><br></div>
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<div><br></div>
<div>
<div><i>Hint:</i></div>
<div>You are working with another system and want to import your data into Zammad? We are, of course, happy to help. <br>Only a few preliminary tests and review of technical specifications are necessary for migration and the costs may vary. <br>Please <a href="https://zammad.com/en/company/contact" rel="nofollow noreferrer noopener" title="https://zammad.com/en/company/contact" target="_blank">contact us</a> for further information.</div>
</div>
</div>
</div>kb-answer-74-16812126682019-06-05T15:41:46Z2023-04-11T11:31:08ZWhat is a “service request”?Zammad Support Knowledge Base<div>
<div>
<p>Support contract subscribers are entitled to a limited number of service requests, depending on your subscription tier. A new service request begins when you contact us about any problem related to Zammad, including:</p>
<ul>
<li>questions about how to use Zammad,</li>
<li>prioritized bug reports, or</li>
<li>application configuration issues</li>
</ul>
</div>
<ul>
</ul>
</div><ul>
</ul><div>and ends when that problem has been fully resolved. Service requests are guaranteed to receive a response within 2–6 hours (again, depending on your subscription tier).</div><div><br></div><div>Ordinary bug reports, feature requests, and sales inquiries <b>are not deducted</b> from your service requests—you may make as many of those as you wish.</div>kb-answer-105-16771410032020-01-13T07:58:19Z2023-02-23T08:30:03ZCan I use my own subdomain /URL?Zammad Support Knowledge Base<div>Yes! Even as a cloud user you can use your own subdomain. This allows Zammad to be better integrated into your own environment.<br>
</div><div>
<div><br></div>
<div>In order to use a subdomain you'll need to create a new subdomain within your DNS. This subdomain needs to be a CNAME with the URL of your instance (for exmaple yourname.zammad.com). As soon as you have configured your subdomain, please send us a short email to support@zammad.com to tell us your subdomain and instance name.</div>
<div><br></div>
<div>Please note that proxied CNAME records like with cloudfare are not supported.</div>
<div><br></div>
<div>If you don't want to use a let's encrypt certificate, you can also use your own certificate (<i>which can be publicly verified, RSA keys required</i>)
. To do so we'll need your certificate file and its private key.</div>
<div><br></div>
<div>When we finished our work, we'll give you a short notice that you're ready to go. From that moment on you can use your own subdomain with Zammad. Also, the instance will now communicate your subdomain as its own URL.</div>
</div>kb-answer-68-16728254412019-06-05T15:41:46Z2023-01-04T09:44:01ZIs there a license fee for using Zammad?Zammad Support Knowledge Base<div>
Zammad is open-source software. There are <b>no license fees</b> for using it, whether commercially or privately.</div><div><br></div><div>As long as you comply with the terms of <a href="https://github.com/zammad/zammad/blob/develop/LICENSE" rel="nofollow noreferrer noopener" title="https://github.com/zammad/zammad/blob/develop/LICENSE" target="_blank">AGPL V3</a>, you can do anything you want with Zammad.<br>
</div><div><br></div><h3>Will the On-Premise version remain open-source?</h3><div>We can assure you that we will continue offering Zammad as On-Premise as usual. If you are worried about possible "SaaS only" or license changes, we can confirm that nothing will change. And to make sure that this is the case<b> <a href="https://zammad-foundation.org/" rel="nofollow noreferrer noopener" title="https://zammad-foundation.org/" target="_blank">we have given the code to the Zammad foundation</a>.</b><br>
</div><div>
<div><br></div>
<div><div>To show you that we not only write this FAQ post but also advertise it publicly (because we are also proud to go this way!), <a href="https://zammad.com/en/company/open-source" rel="nofollow noreferrer noopener" title="https://zammad.com/en/company/open-source" target="_blank">here is a link</a> to the corresponding website. Feel free to have a look around!</div></div>
</div>kb-answer-72-16716132602019-06-05T15:41:46Z2023-01-04T09:44:01ZDoes a support contract include help with installing & configuring Zammad?Zammad Support Knowledge BaseAs a support contract customer, you are entitled to a limited number of <b>service requests</b> per year; <i>i.e.,</i> issues that you need help with from our staff. Some minor configuration issues may qualify as valid service requests, but a comprehensive walkthrough of how to deploy Zammad on your systems is beyond the scope of our support contracts.<div><br></div><div>For assistance with your deployment, please <a href="https://zammad.com/contact" rel="nofollow noreferrer noopener" title="https://zammad.com/contact" target="_blank">contact us</a> to learn more about our deployment consultations.</div>kb-answer-84-16716129942019-06-05T15:41:46Z2023-01-04T09:44:01ZWhat’s the difference between the “Community” and the “Support Contract” versions?Zammad Support Knowledge Base<div>Presently, there are <b>no differences whatsoever</b> between the “Community” (that means Open Source and thus free to use) and “Support Contract” versions. They are the same package, available for download at <a href="https://zammad.org" rel="nofollow noreferrer noopener" target="_blank">https://zammad.org</a>.</div><div><br></div><div>If you self-host Zammad without a support contract and later decide to purchase one, you may do so without modifying your deployment in any way.</div>kb-answer-82-16716132122019-06-05T15:41:46Z2023-01-04T09:44:01ZIs there an official user’s guide?Zammad Support Knowledge Base<div>Yes! In fact, there are three:</div><div><ul>
<li>
<a href="https://user-docs.zammad.org/en/latest/" rel="nofollow noreferrer noopener" title="https://user-docs.zammad.org/en/latest/" target="_blank">User’s guide (for agents)</a>
</li>
<li><a href="https://admin-docs.zammad.org/en/latest/" rel="nofollow noreferrer noopener" title="https://admin-docs.zammad.org/en/latest/" target="_blank">User’s guide (for admin)</a></li>
<li><a href="https://docs.zammad.org/en/latest/" rel="nofollow noreferrer noopener" title="https://docs.zammad.org/en/latest/" target="_blank">Deployment guide (for self-hosting sysadmin/IT)</a></li>
</ul></div><div>If you can’t find the answer to your question in the documentation, <a href="https://zammad.com/contact" rel="nofollow noreferrer noopener" title="https://zammad.com/contact" target="_blank">feel free to reach out</a>.<br>
</div><div><br></div><div><div>No time to read the whole documentation? Want to get started or have your problems solved as soon as possible? If so, our consulting team will be happy to assist you in the course of a workshop and provide you with all knowledge relevant to your needs. Please ask for an individual workshop.</div></div>