Zammad User Documentation¶
Indication
You are currently reading the Zammad user documentation. There are also system and administration manuals available.
Zammad Glossary¶
Ever wondered what we mean by a specific term? We’ve been collecting the most relevant terms below for your insight.
Note
Due to translation alphabetical sorting may be off in non english versions of this page.
A¶
- Admin
An admin(istrator) is a user in Zammad who has special rights. Admins can configure user accesses, time recording settings, templates, and text modules and, on a higher level, integrations, reporting, etc. So if you’re looking to make a change within your Zammad and you find that it doesn’t work, find an admin in your organization and ask them - chances are, they can help.
- Agent
An agent is what we call a user in Zammad who processes tickets/inquiries. There are usually several or many agents who use Zammad regularly and sometimes even consider it their main tool. Some of them are admins, meaning that they can change settings, user rights, and so on (see above).
- API
An API (Application Programming Interface) is a connection that allows you to create or modify business objects. Zammad has a REST (Representational State Transfer) API that allows our users, among other things, to connect third-party systems to their instance (such as social media or messengers).
You can learn more on our API landing page.
- Article
Each correspondence within a ticket is called an article. Ticket articles can be internal (so only agents can see them) or public (e.g. emails to your customers, which they receive, too).
- Auto Response
Zammad can send automatically generated responses to customers. By default, this is configured for newly created tickets (to confirm that the email was received and to provide the ticket number to the customer). Your admin may change this or even add more auto generated messages.
- Automation
There are many processes that can be automated with Zammad. This means that certain steps or actions take place automatically, hence no further action is required from the agents. One example would be the weekly deletion of tickets at a pre-defined time.
- Autosave
Autosave might be one of the coolest traits of Zammad: It saves all your work as you go along, so if you ever log out unexpectedly or your browser crashes (we’ve all been there…) none of your work gets lost!
You can learn more on our Autosave landing page.
- Avatar
An avatar is basically a graphical representation of a user. By defaults the user’s avatar consists of the initials of the user. It can be an image, too. To customize it, go to the avatar section in your user profile.
The avatar of an user is visible in different places in Zammad. For example you can see it next to an article in a ticket or in the bottom bar if another agent is viewing or editing the same ticket.
B¶
- Branding
Every company has a different identity, and Zammad accommodates this in various ways, e.g. by letting you design your signatures freely and add your company logo to the platform.
Learn more about branding options in the admin documentation.
C¶
- Changelog
With every new release comes a new changelog. It is basically a list of all the things that have changed, from new enhancements to bug fixes.
You can find them all on our GitHub!
- Channel
A channel is a way how customers can get in touch with you. Standard channels are email and phone. Additional channels can be configured by your admin.
- Checkmk
Checkmk is a powerful IT monitoring tool that can send real-time status alerts to Zammad via email or REST API. Set these alerts up in Checkmk, and Zammad will automatically create, update, and close tickets based on the health of your system.
Learn more about checkmk integration in the admin documentation.
- Clearbit
Clearbit is a marketing data engine designed to collect information on your contacts. Thus, new queries from unknown users in Zammad can be automatically enriched with information such as company, number of employees, annual turnover, industry, and much more.
Learn more about clearbit integration in the admin documentation.
- Conflict Warning
When two agents edit the same ticket at the same time, a lot can go wrong - from duplicate replies to overwritten messages. Zammad helps you to avoid this with its integrated conflict warning. So if you see another agents avatar and a little pen at the bottom of your ticket, it means they are currently editing it.
Learn more on our following up page.
- Core Workflows
This feature allows every organization to configure their individual dynamic fields and ticket masks based on their specific workflows. This way, certain Groups will only (or always) see certain fields. You can even set up dependencies, as in, if one field is filled in, another one opens up or becomes mandatory.
Learn more about Core Workflows in the admin documentation.
- CTI
CTI stands for Computer Telephony Integration and allows you to collect detailed information on all your incoming and outgoing calls. This includes, for example, a call log, an overview of which agent is currently on a call, a caller ID search, and even a Do-Not-Disturb-Mode.
You can learn more on our CTI landing page.
Here you can find the fitting documentation pages:
- Custom Development (CD)
We are constantly working on improving Zammad, and we keep adding new features with every single release. However, sometimes our customers might require a very specific new feature, addition, or adjustment that is either very urgent or very particular to their individual use case. This is when a custom development can take place: We offer the customer to develop the desired feature at a price that we agree upon previously (which is based on the expected hours needed for completion).
- Custom Object Attributes
Zammad allows the creation of custom object attributes by admins. This can be done on ticket level, user level, organization level or group level.
You can think of such a custom object attribute as a new field which has a pre-defined format and optionally selectable values.
- Client
A customer is a person that you communicate with from within Zammad. Every customer receives a profile page, which we call the Customer Information Page, and it shows all the tickets of this particular customer. Various customers can be assigned to the same organization. Each customer can access their individual Customer Interface, where they see all their tickets with the current status and live updates.
D¶
- Dashboard
The dashboard is every agent’s individual Welcome Page in Zammad and gives you feedback on your situation by collecting information and statistics about your work. Here you can find all sorts of overviews, such as the open tickets, the average waiting time, or the reopening rate. You can also see what your colleagues are doing by checking the Activity Stream.
Learn more on Vérifiez vos stats.
- Documentation
If this Glossary isn’t enough already (just kidding, it won’t be), our Documentation is the place to head to for all information on Zammad, especially when it comes to the more technical aspects, such as settings or installations.
We have three different ones: Zammad User Documentation, Zammad Admin Documentation, and the Zammad System Documentation.
E¶
- Elasticsearch
Zammad offers an Elasticsearch integration (a free and open search engine) that makes the search process within Zammad super fast (even for data sets of several terra bytes!).
Spoiler: Zammad is currently the only helpdesk system with a search function that combs attachments, too!
Note
🤓 This affects hosted environments only!
Via a read-only user in Elasticsearch, you can also integrate your favorite reporting tool (e.g. like Grafana).
- Escalation
An escalation is what happens after the deadline for a ticket has passed and, for example, no update to the customer has been created. The ticket is marked in red in your taskbar and the overviews and everyone else who is involved in its process gets very sad. So don’t let tickets escalate! Also, in order to prevent escalations, you can use our SLAs (see SLAs).
- Exchange Integration
The Exchange integration allows users to sync their contacts from their Exchange address book with Zammad. This way, every time a contact is updated in Exchange, the iteration will be reflected in Zammad, giving you direct access to all your Exchange contacts from within your helpdesk.
Learn more about the exchange integration in our admin documentation.
- External Authentication
External authentication is an easy, one-click option for your users to log into Zammad. It has various benefits: not only is it faster but it also means that your users will have to remember fewer passwords. Zammad currently supports more than ten login providers, such as Facebook, GitHub, GitLab, Google, or Microsoft / Office365.
See our admin documentation for all third party authentication providers.
F¶
- Feature
A feature is what we call the different functionalities of Zammad, such as our integrations, productivity tools, or time-saving aspects. We keep adding new features with every release.
- Feature request
Users can let us know if they are missing a particular feature in Zammad. We collect all of their wishes in our Community in the Feature Request category. If a request comes in regularly and we feel that it would be a great addition, we’ll put it on our roadmap and start working on it.
- Feature sponsoring
If an organization urgently requires one of the features on the list, they can fast-forward the development and put it on top of the list by sponsoring it, which means that they cover the costs for the development.
G¶
- GitHub
GitHub is a service for the version management of software development projects. It uses Git, a software that tracks changes in file sets. Here at Zammad, we use it to maintain our repository.
As Zammad in an open-source project, many developers and tech-lovers from all over the world contribute to it. GitHub is where we coordinate all of this.
You can find the repository here.
Besides our own repo, Zammad also has an integration for GitHub. It creates a data exchange that shows you all relevant information about your issues directly in the helpdesk, such as status or assignees.
Administrators can learn more about GitHub in the admin documentation, if you’re an agent you can learn more about the functionality on this page: GitHub / GitLab Integration.
- GitLab
GitLab is similar to GitHub. Here at Zammad, we use it for our internal development.
There is also an integration that allows users to connect GitLab to Zammad so that all their issues and their corresponding changes are reflected in both systems.
Administrators can learn more about GitLab in the admin documentation, if you’re an agent you can learn more about the functionality on this page: GitHub / GitLab Integration.
- Grafana
Grafana is an open-source reporting tool. Zammad users on the Plus plan can integrate it into their instance and receive detailed analytics on their performance.
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🤓 Self Hosted users
Hooking up Grafana to Elasticsearch is an possibility you can do on your own as well.
Learn more on how to add Grafana dashboards for Zammad in our documentation.
- Groups
Groups are a synonym for departments or processing groups. The incoming tickets are assigned to them. The corresponding group is responsible for the processing. Within the group, an owner can be defined, who is then responsible for this ticket. Access rights to tickets are also controlled via the groups. The possible permissions are « full access », « read-only » and « no access ».
If you have worked with the OTRS system in the past, you might remember the principle of « queues ». The groups in Zammad are the same as the queues in OTRS.
You can learn more on our group landing page.
H¶
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I¶
- Icinga
Icinga is a monitoring system that supervises the availability of an organization’s entire system infrastructure. It can be integrated into Zammad so that it triggers a ticket in case of a warning situation.
You can learn more on our Icinga landing page.
- Issue-tracking system
Issue trackers are usually systems that track processes on a technical level. Two of the best-known examples are GitHub and GitLab.
Zammad is also often referred to as an issue-tracking system. However, as a helpdesk, it focuses on communication at the customer level rather than the technical level.
- i-doit
i-doit is a CMDB (Configuration Management Data Base). It helps you to keep an eye on every piece of the physical and digital infrastructure. A corresponding integration makes it possible to connect it to Zammad, where it adds a new tab to Zammad’s ticket sidebar so you can link to existing i-doit objects for easy reference. It also allows you to create Zammad tickets in i-doit.
Administrators can learn more about i-doit in the admin documentation, if you’re an agent you can learn more about the functionality on this page: i-doit: Track Company Property.
J¶
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K¶
- Kibana
Kibana is a browser-based, open-source reporting tool that focuses on data evaluation. It was developed by Elastic, which is why it is not a surprise that it uses data from Elasticsearch for its analytics.
Kibana can be integrated with Zammad, allowing for helpdesk data to be mapped in the reporting tool.
Indication
🤓 This does not apply to SaaS Zammad instances.
You can learn more on our Kibana landing page.
- Base de connaissance
Think of a very extensive set of FAQs - that’s exactly what the Zammad knowledge base is. It collects all important information: definitions, processes, how-to’s, organigrams, etc.
Knowledge base articles can be either internal or external, so you can either show them to the world (good for information on your product or service, for example) or keep them for your team (e.g. for internal processes or team info).
Administrators can learn more about the Knowledge Base in the admin documentation, if you’re an agent you can learn more about the functionality on this page: Base de connaissance.
L¶
- LDAP
A Lightweight Directory Access Protocol (LDAP) helps provide information about your users within Zammad. Authentication of users against the LDAP and LDAP role mapping to Zammad roles are also possible.
Learn more about LDAP integration in the admin documentation.
M¶
- Macro
A macro is a series of actions. By starting the macro, the actions are also triggered (like a domino effect), so users don’t have to work through each individual step separately. It saves an enormous amount of time and ensures that no step is forgotten.
An example of this is declaring a ticket as « spam ». The manual way here would be to assign an owner, set a status, and add the tag « spam ». Using a macro, all this can be done in just one action. Macros can be used in the ticket zoom or within an overview (using multiple selection).
Administrators can learn more about Macros in the admin documentation, if you’re an agent you can learn more about the functionality on this page: Macros.
- Mentions
Mentions are a Zammad feature that allows you to tag another agent in a ticket. Just type
@@and the name. The selected person will be notified and will be watching the ticket from now on.Learn more on this page: @mentions & the Subscribe Button.
- Fusionner des tickets
If you have two (or more) tickets about the same issue, you can merge one of them into the other. By default, Zammad performs checks if a message from an external party belongs to an existing ticket. However, if your customer for example writes a completely new email instead of answering the auto response, Zammad can’t assign the message to the existing ticket but creates a new one.
See Actions sur les tickets for further information.
- Migrator / Migration Wizard
If a company wants to switch from another helpdesk software to Zammad, they often have one concern: What about their existing data? That’s why we have built our migration wizards that help with migrating all data at the touch of a button.
- Monit
Monit is an open-source monitoring tool that relies on a simple setup and a strong community. You can integrate it with Zammad - this way, a ticket is created every time you receive an email in Monit.
You can learn more on our Monit landing page.
N¶
- Nagios
Nagios is another monitoring tool that alerts IT teams when, for example, a server is no longer accessible or a hard disk is about to be exhausted. Nagios can be integrated with Zammad so that a ticket is created in case of an alert.
You can learn more on our Nagios landing page.
- Notifications
To avoid overlooking new messages (e.g. from a customer) Zammad notifies you about every relevant change by default. You can adjust your general notification settings in your user profile. You can even mention other users or subscribe to a specific ticket if you are interested how it proceeds.
See Profil & Paramètres for more information.
O¶
- Société
An organization identifies a grouping of customers that operate under the same roof or within the same customer group. If a customer whose organization is « sharing » logs in to the customer interface, this user has access to all tickets of his organization.
- Overview
Overviews are your starting point to work on tickets. You can think of overviews as a kind of filter for existing tickets. Some basic overviews are shipped with Zammad by default. If you want to have a custom overview, ask your admin to create it.
For more information please have a look in Parcourir les tickets.
- Propriétaire
The owner of a ticket is the person responsible for it and ensures that it is processed in the best possible way. Of course, ownership can be transferred to another agent. In this case, it is recommended to leave a handover note on the ticket so that the new owner knows what is expected of them.
Learn more about ticket owners on this page: Paramètres du ticket
P¶
- Parent/Child Relationship
If one ticket results in other subtasks (or additional correspondences), you can split it into several tickets. The main one will then be the parent ticket and the tickets with related subtopics are children. By the way: in the same way, you can also merge two tickets into one.
Learn more about this function on this page: Lier des tickets.
- Placetel
Placetel is a Cloud Telephone System that allows users to make phone calls via VoIP. Use your regular phone number and call someone directly on their mobile or landline while still having all communication in one place (aka Zammad).
Integrating a Placetel account with Zammad provides users with a call log, making the history of their correspondences even more accurate. Callers are identified directly by their caller ID - a key function that saves agents a lot of time when assigning callers.
Administrators can learn more on the placetel CTI integration page. Agents can learn more about this function on this page: Journaux des appels
- Priorité
Every ticket gets assigned a priority. By default, the priority is 2 (normal). But it can be changed to either 1 (low) or 3 (high).
Priorities can even be adjusted or extended to fit your needs. Your administrator can find more information here.
Q¶
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R¶
- Release
Every few months, we bring a new version of Zammad into the world, which is called a release. It all started with Zammad 1.0.
Every release adds new features to our software. There are major and minor releases: major releases (such as Zammad 1.0, 2.0, etc.) bring major changes. Minor releases are installed on top of them (such as 1.1, 2.1, etc.) and bring smaller updates.
- Reporting
The reporting helps keeping an overview over stats and numbers (e.g. created tickets per month). There are two types of reporting: the reporting functionality integrated in Zammad and the reporting with external tools.
Admins can find further information here.
- Role
Everyone who logs into Zammad has a predefined role. There are three types: admin, agent, and customer.
Admins have the most rights: they can define roles, permissions, and settings for the entire team and instance.
Agents can view and edit tickets, but not change any settings other than those of their own profiles.
Customers can view their tickets” processing status in their individual Customer Interface.
S¶
- Scheduler
The scheduler is one of Zammad’s automation features. An admin can define specific conditions and actions which are applied to tickets with matching conditions in a time based manner. More information in the admin documentation in the scheduler section.
- Sidebar
The sidebar on the left side contains all relevant places and object you might need. Depending on the configured channels and your permissions, it might not include all sections which are listed below:
Search bar
Notification section
Dashboard
Overviews
Base de connaissance
Customer Chat
Phone
One or more open tickets
Notifications :
Avatar
Reporting
Admin settings
Button for ticket creation
- Signature
The signature is your footer in an outgoing message. Your customers may find contact details and the name of your company/department there. It can even contain your avatar image.
It can be customized by your admin. Further information can be found here.
- Sipgate
Sipgate is a SaaS solution for internet telephony. The Zammad integration for Sipgate provides users with a detailed call overview. If you have a customer that wants to get connected to a certain agent, the caller log will tell you if this colleague is currently available.
Administrators can learn more on the sipgate CTI integration page. Agents can learn more about this function on this page: Journaux des appels
- SLA
A Service Level Agreement (SLA) is a contract between an end-user and a company that defines the minimum expected service requirements including quality, availability, and punctuality. They are used to set expectations and hold companies accountable for keeping their promises.
You can easily set up SLAs in Zammad and define parameters such as the time for the first response, an update, and a solution. Once the deadline has been reached, the ticket will escalate.
You can learn more on our SLA landing page.
- Splitting tickets
In case a ticket contains more than one issue and you want to handle it in a separate ticket, you can split the ticket. Zammad creates a new ticket then based on the selected article for splitting. See Actions sur les tickets for more information.
- SSO
Single-sign-on (SSO) allows you to access all your systems and devices with just one login. There are various providers that make this process easy and secure. Zammad currently supports SSO via SAML and Shibboleth.
Indication
🤓 Self Hosted users can also use Kerberos authentication.
You can learn more on our SSO landing page.
- État
Every ticket has a state. You can change it once you’ve updated the ticket. There are four types of states, and they are all color-coded.
Learn more about states and their color coding on this page: État
The available states can be changed or extended. Your admin can find further information here.
- S/MIME
S/MIME is the most widely-supported method for secure email communication. By activating it in Zammad, all messages sent from Zammad will be signed and encrypted.
Administrators can learn more about S/MIME in the admin documentation, if you’re an agent you can learn more about the functionality on this page: Secure Email.
T¶
- Etiquettes
Tags help you to categorize tickets. You can define them based on your use case. For example, if you’re a retail business, your tags could be based on your product categories to help you organize tickets by the type of product they refer to. But they could also be based on the type of request, e.g. refund, delivery issue, missing…
Administrators can learn more about tags here. Agents can learn more about this function on this page: Etiquettes
- Text module
If you find that you send the same answers / text bits over and over again, you can save yourself a bunch of work and create a text module. This way, you just need to type
::shortcut and the pre-defined paragraph will automatically appear in your article.For example, here at Zammad, we have a text module with the shortcut
::ilff, which turns intoI look forward to your feedback.Administrators can learn more about text modules here. Agents can learn more about this function on this page: Travailler avec les modules de texte
- (Ticket) Template
If you create many similar tickets or write many similar texts, you can create a template for them. This is helpful for introductions to your product/service or for drawing up an offer. It’s a real time-saver!
You can learn more on this page: Modèles de ticket.
- Titre
The title of a ticket is different based on the channel it came in. You can find the title in the sidebar and in the top area in the ticket view. If the title is not very meaningful, you can change it by clicking on the title in a ticket view.
- Ticket hook
The ticket hook is the identifier of a ticket. By default, it is
Ticket#with an appended number (e.g.Ticket#904627). It can be changed by an admin. See here for further information.- Trigger
Triggers are one of Zammad’s automation features. An admin can define specific conditions and actions which are applied to tickets with matching conditions. More information in the admin documentation in the trigger section.
U¶
- Utilisateur
A user is any user of the ticket system. Each user is assigned certain permissions, which allow them to access certain areas and information. Users can have various roles, with the standard options being agent, admin, and customer.
V¶
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W¶
- Webhooks
In a nutshell, webhooks are an easy way for systems to communicate with each other and allow you to send real-time data to any other application. We use them to allow our users to inform a third-party system about new information in Zammad.
Learn more about webhooks on this page.
X¶
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Y¶
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Z¶
- Zammad
Zammad is the greatest helpdesk in the world. Period.
Qu’est-ce qu’un ticket?¶
Dans Zammad, les tickets sont utilisés pour suivre les demandes de services des clients. La première fois qu’un client vous envoie un courriel à vous (ou à l’entreprise) à propos de quelque chose, Zammad créé un nouveau ticket. Chaque message envoyé entre vous et le client est ajouté à ce ticket jusqu’à ce que le problème soit résolu, que le client soit satisfait et que le ticket soit finalement fermée.
Donc pour faire simple, un ticket est un fil de messages entre vous et un client à propos d’un seul sujet.
Un ticket est un fil de message entre un client et un opérateur.¶
Indication
Vous savez que vous faites du bon travail quand vous 1) répondez rapidement aux tickets et 2) qu’ils se clôturent dans les temps.
👀 Gardez un œil sur votre tableau de bord pour voir à quel point vous vous en sortez.
Paramètres du ticket¶
Les tickets ont aussi des métadonnées attachées à eux pour les rendre plus facile à gérer. Par exemple, les tickets ont un client et (optionnellement) un opérateur; ils peuvent être ouverts ou fermés (ou même encore en attente pour plus tard); ils peuvent être organisés dans des groupes; et ils peuvent même être marqués pour une priorité haute ou basse.
Dans un but de simplicité, nous ferons référence à ces métadonnées comme étant les paramètres d’un ticket. Tous ces paramètres peuvent être changés à tout moment. Chaque paramètre est expliqué en détail dans la section Gestion des paramètres du ticket, mais pour l’instant, passons en revue les deux plus importants:
- Propriétaire (optionnel)
L”opérateur actuellement associé à ce ticket (i.e., responsable).
- État
Est-ce que le client attend toujours une réponse (ouvert), ou le ticket a été résolu (fermé)?
Note
📖 Voir aussi
Pour une discussion approfondie de chaque paramètre ticket, voir les articles suivants :
Trouver des tickets¶
If you plan to work on tickets, you’d better know how to find them first.
Continuez à lire pour apprendre comment vérifier l’arrivée de nouveaux tickets, et comment creuser pour retrouver des plus anciens.
Parcourir les tickets¶
Vous recherchez un ticket sur lequel vous avez travaillé ? Vérifier le menu aperçus.
Cliquez sur Aperçus dans le menu principal pour parcourir les tickets.¶
Think of overviews as inboxes, each with a different filter for the tickets it displays.
There are six built-in overviews (Zammad admin may create more with custom-defined filters):
Mes tickets assignés (ouverts/en attente seulement)
Non-assignés & ouverts
Mes tickets en attente expirés (précédemment marqués en attente et actuellement expirés)
Ouverts (de manière globale)
Attente expirée (de manière globale, précédemment marqués en attente et actuellement expirés) »
Escalated (system-wide, failing to meet a service-level agreement)
Astuce
🖱️ UI Protip
Cliquez sur les entêtes de colonne pour changer l’ordre d’affichage.
Cliquez-Déposez les séparateurs des colonnes pour ajuster leur largeur.
Les statuts des tickets sont codés par couleur :
Fermé
Fusionné
En attente (marqué en attente ; aucune action immédiate nécessaire.)
Nouveau / ouverts (Prêt pour action.)
Escaladé (Nécessite de l’attention en urgence.)
Ticket priorities are color-coded:
Zammad’s 3 default priorities allow you to see the importance of your tickets better.¶
Recherche de tickets¶
Vous recherchez un ticket archivé ? Utilisez la barre de recherche :
Les résultats apparaissent immédiatement sous la barre de recherche dès que vous tapez.¶
Ce n’est pas juste que pour les tickets ! Les résultats couvrent 💬 les journaux de discussions, 👨 les clients, et 🏢 les organisations aussi.
🔍 Voici quelques endroits où le moteur de recherche ira voir:
📝 sujet/contenu de message
👩 noms des correspondants & adresses de courriel
📎 texte dans un fichier en pièce jointe (vraiment !)
🏷️ métadonnées utilisateur/société (e.g., les notes sur un profil client)
Vous pouvez trouver un document de recherche détaillée dans votre page Recherche Avancée.
Pour des résultats détaillés, cliquez sur le lien Afficher les détails de recherche → juste au dessus de la liste d’autocomplétion.¶
Astuce
🖱️ UI Protip
Cliquez sur les entêtes de colonne pour changer l’ordre d’affichage.
Répondre aux tickets¶
This is where you’ll spend the vast majority of your time in Zammad.
Once you get the hang of the tasks below, there’s really not much more to it.
Créer un ticket¶
Zammad does its best to create tickets automatically when new customer issues come your way. But sometimes, there’s just no way for Zammad to know when an issue arrives – like when a customer calls on the phone.
Dans ces cas, Zammad nécessite votre aide pour créer un nouveau ticket.
Cliquez sur le bouton + pour créer un nouveau ticket. Le type par défaut du ticket est appel reçu.¶
Un opérateur peut créer trois types de tickets :
- Appel reçu
pour les demandes faites par un client par téléphone.
- Appel sortant
pour les demandes faite par un opérateur par téléphone.
- Email sortant
pour les demandes faite par un opérateur par courriel.
Remplir le formulaire¶
Voici un rapide passage en revue de chaque champ du formulaire de nouveau ticket :
- Titre
Le titre du ticket sera utilisé comme ligne de sujet pour toutes les correspondances par courriel.
- Client
Lors de la saisie d’un client, le menu d’auto-complétement recherche l”adresse courriel seulement. Vous devez choisir une option pour le menu d’auto-complétement, ou sinon créer un nouveau client.
Vous ne devez pas assigner un ticket à plus d’un client.
L’autocomplétion ne peut pas trouver de clients par leur nom.¶
Astuce
🖱️ UI Protip
Dès qu’un client a été sélectionné, son profil sera accessible depuis le panneau ticket.
- Texte
📞 pour les appels téléphoniques, pour conserver les détails de votre conversation. Ces notes ne seront pas envoyées au client (bien qu’il pourrait les voir s’il possède un compte Zammad).
📧 Pour les courriels, il s’agit du corps de votre message sortant.
Astuce
🖱️ UI Protip
L’éditeur de message supporte le 📋 copier-coller (ou glisser-déposer) de 🔤 texte riche, 🌄 images et 📎 pièces jointes.
Utilisez les raccourcis clavier intégrés pour appliquer un formatage de texte riche.
Use the 🗊 icon next to the ticket title to copy the ticket number to your clipboard (including ticket hook; e.g.
Ticket#50071).
- Paramètres du ticket
Note
📖 Voir aussi
Pour une discussion approfondie de chaque paramètre ticket, voir les articles suivants :
Faire le suivi¶
Généralement, “travailler sur des tickets existants” signifie suivre la correspondance avec un client dans la vue fil de discussion. Vous pouvez faire cela en:
📧 répondant à un message individuel, ou
📝 ajoutant un message/un note à un ticket en entier.
Continuez à lire pour en apprendre plus, ou passer directement à gérer les paramètres ticket (qui est la deuxième moitié du “travailler sur des tickets existants”).
Tickets are threads of messages & notes about a customer service issue. ⚙️ Manage ticket settings in the ticket pane on the right.¶
Any time you open a ticket, a new entry will appear in your tab list in the main menu.
Zammad enregistre automatiquement vous changements non sauvegardés dans tous les onglets ouverts.
Répondre à un message individuel¶
Utilisez le bouton ⮪ répondre sous un message pour y répondre directement.
Une option additionnelle ⮪ répondre à tous apparaîtra pour les messages courriel à plusieurs correspondants.¶
Like with new messages, your response will appear at the end of the thread. Under the hood, responses are sent via the same channel as the original message (i.e., if the message you replied to was originally a tweet, the customer will receive your response in a Twitter DM).
You can also forward messages, just as you would in any email client (attachments are included automatically). This way, you can share correspondences with people who don’t have Zammad (like a third-party supplier).
Do you want to see detailed information of a message? Just click on it:
Ajouter de nouveaux messages/notes¶
Cliquez sur le champ texte à la fin du fil pour ajouter un suivi :
Le type par défaut pour les suivi est “note”. Cliquez sur le 📝 pour choisir un autre type.¶
Il y a trois types de suivis:
- 📝 Note
Notez un pense-bête pour vous-même ou un autre opérateur pour quand de nouvelles informations arriveront (non visible par le client par défaut).
- 📞 Appel
Saisissez un résumé de votre appel téléphonique avec le client.
- 📧 Courriel
Envoyez un courriel à tout le monde concernant le ticket. Le nom du ticket sera utilisé pour l’objet (cliquez sur le titre pour le renommer).
You can change the visibility of an article by clicking the 🔒 button:
Les message “internes” sont entourés d’une bordure hachurée rose, et peuvent seulement être vus par les autres opérateurs.¶
What about the deletion of articles? In Zammad, you can only delete articles that you have created yourself and which are not older than 10 minutes. To see the « delete » button in articles of the type « communication » (emails, calls), their visibility has to be switched to internal first.
Astuce
🖱️ UI Protip
L’éditeur de message supporte le 📋 copier-coller (ou glisser-déposer) de 🔤 texte riche, 🌄 images et 📎 pièces jointes.
Utilisez les raccourcis clavier intégrés pour appliquer un formatage de texte riche.
Use the 🗊 icon next to the ticket title to copy the ticket number to your clipboard (including ticket hook; e.g.
Ticket#50071).
Using quotation¶
In many cases you’ll want to quote earlier text of your customer. This is important because especially on long conversations your opponent will easily loose track.
Referencing on earlier written text helps greatly to keep context and track of things. By default Zammad adds no whole quote body (this can be changed by your administrator).
No matter if the whole quotation is active or not, you can always mark the text you want to reference and press reply or reply all after. This will cause Zammad to add the marked text as quote to the editor. You can break up quotations by using enter.
Note
This function is limited to one article per operation. The article has to be of type communication (thus have a reply button) to function.
Mark, press reply and work with quoted text!¶
🔥 Keeping an eye on escalations¶
SLAs are optional and require configuration by your instance administrator. Administrators can learn more about SLAs in our admin documentation. If you can’t see escalation timestamps, it is not configured by your admin.
On the top of every ticket being applicable for SLA escalations, you’ll find two dates next to the ticket number. By hovering the escalation date, Zammad will display all upcoming escalation times based on the SLA configuration.
Simultaneous processing of a ticket¶
De temps en temps, deux opérateurs peuvent avoir le même ticket ouvert au même moment. Quand cela arrive, les choses peuvent dégénérer rapidement: clients peuvent recevoir des réponses contradictoires sur la même demande des différents opérateurs; ou, des changements fait par un opérateur peuvent être accidentellement effacés par un autre.
Pour garder les choses sous contrôle, Zammad vous alertera d’un conflit potentiel en affichant un avatar dans le coin en bas à gauche pour chaque opérateur qui a ouvert le ticket.
Soyez sûr de communiquer avec vos collègues pour éviter ces problèmes avant qu’ils arrivent.
Une icône ✏️ apparaîtra si l’opérateur a fait des changements non enregistrés sur le ticket.¶
Paramètres du ticket¶
Use the ticket pane to manage a ticket’s settings:
Groupe¶
Les Groupes sont une sorte de contrôle d’accès qui vous permettent de définir quels opérateurs sont autorisés à faire quoi sur un ticket donné.
Quoi?¶
Suppose your organization uses Zammad for both sales and customer support. You’ve got ten different agents spread across two teams, handling dozens of tickets a day.
Without groups, all ten agents can see (and respond to) every single ticket that comes in, regardless of which department it’s for. This isn’t problematic per se, but it does lead to a lot of unnecessary clutter in the overviews menu. (It can be much worse when, for example, a customer service rep sees tickets meant for your HR department, and finds out how much their colleagues in sales are making! 💸💸💸)
If, instead, each agent were assigned to an appropriate group, then they’d only ever see the tickets that belong to their own group.
Managing groups¶
So how do I manage which team I’m on? You don’t - that’s the administrator’s job.
However, you can check which teams you’re on in the Notifications section of your user settings:
Cet utilisateur appartient à seulement un groupe (« Utilisateurs »).¶
Alors où dois-je intervenir?¶
If you belong to more than one group, you may re-assign a ticket from one of your groups to another. In general, though, you won’t need to do this unless you’re an admin, or an admin has discussed the procedure with you beforehand.
Propriétaire¶
A ticket’s owner is simply the agent that is currently responsible for it.
A qui appartient la tâche d’assigner les tickets?¶
It depends on your organization’s workflow, but in most cases, you will assign tickets to yourself when you choose an issue to work on from the pool of new tickets.
In principle, any agent may assign a ticket to any other, as long as both have the required privileges for the ticket’s group.
Pourquoi voudrais-je réassigner un ticket à quelqu’un d’autre?¶
Quelques fois, des demandes complexes pourront nécessiter qu’un ticket fasse des allers et retours entre plusieurs opérateurs avant qu’il puisse être fermé. Dans de tel cas, un collègue peut vous assigner un ticket (ou vice-versa) après l’avoir partiellement résolu.
État¶
L”état d’un ticket s’apparente à son progrès vers son achèvement, et peut être un des suivants:
nouveau
ouvert
fermé
merged (this Ticket has been merged into another Ticket. Check either the linked tickets or the ticket history to learn more)
en attente de fermeture (i.e., planifié pour être automatiquement fermé à une date ultérieure)
rappel en attente (i.e., caché, mais planifié pour réapparaître à une date ultérieure)
State colors¶
Zammad states are color-coded. This helps you to understanding the state of the ticket much faster in general - without having a look into details.
Fermé |
|
Fusionné |
|
En attente (marqué en attente ; aucune action immédiate nécessaire.) |
|
Nouveau / ouverts (Prêt pour action.) |
|
Escaladé (Nécessite de l’attention en urgence.) |
What’s the difference between “new” and “open”?¶
States do more than just indicate progress: Zammad has a fine-grained time tracking feature (so-called “service-level agreements”, or SLAs) that uses state information to measure how long it takes for customers to get a response on a new ticket or get their issues resolved entirely.
On a new ticket, the customer still hasn’t received her first response on the issue.
On an open ticket, the customer has received an initial response, but the issue still hasn’t been resolved.
Note
⏱️ Les tickets dans un état d”attente ne consomme pas de temps dans leurs limites du SLA.
So, for instance, a ticket may be marked pending reminder if it’s waiting on feedback from a third-party supplier who’s out of town until next week.
Priorité¶
Une priorité d’un ticket est simplement un ordre de grandeur (de 1 à 3) de combien il est urgent ou important.
Zammad’s 3 default priorities allow you to see the importance of your tickets better.¶
Mais qu’est-ce que ça fait, et comment je dois l’utiliser?¶
telle quelle, la priorité d’un ticket ne fait absolument rien. Cependant, les administrateurs Zammad peuvent définir toutes sortes d’actions automatisées qui peuvent se baser sur cette valeur, comme:
Priority can also be used as a ticket filter when creating custom overviews.
En d’autres termes, consulter votre administrateur pour les détails sur comment il aimerait que vous les utilisiez.
Etiquettes¶
Les étiquettes sont des champs personnalisés qui peuvent être associés aux tickets pour simplifier leur recherche dans le futur.
Cliquez sur un nom d’étiquette pour voir les autres tickets avec la même étiquette.¶
Indication
Pour rechercher des tickets avec une étiquette donnée avec le filtre de recherche tag:. Par exemple, pour trouver tous les tickets avec l’étiquette commande en cherchant : tag:commande.
Cliquez sur le bouton → dans le coin pour cacher le panneau ticket. Cliquez sur l’onglet 💬 pour l’afficher de nouveau.¶
The available options depend on your privileges and the configuration of your system.
Surligner le texte du ticket¶
Use the highlighter tool in the upper-righthand corner to mark up important text. (Your highlights are visible to other agents.)
Surlignez en sélectionnant le texte, puis cliquez sur le surligneur. Cliquez encore pour annuler.¶
Further ticket actions¶
Cliquez l’entête du ticket ▾ pour accéder aux actions supplémentaires.¶
- Historique
Pour voir une liste exhaustive des mises à jour du ticket, effectuées par n’importe quel utilisateur, depuis sa création.
- Fusionner
Déplace tous les messages/notes sur un autre ticket (voir Fusionner des tickets pour plus de détails).
- Changer le client
Réassigner le ticket à un autre client.
Actions sur les tickets¶
In the servicing tickets section you learned the base handling of tickets. However, there are additional actions you can perform:
Fusionner des tickets¶
If you have two or more tickets about the same issue, you may want to merge those tickets into one.
This might be the case if a customer sends you a new email which can’t be assigned to the existing ticket (e.g. the ticket reference is missing because the customer sends you a completely new email instead of answering in the existing thread).
- What is merged where?
Merging a ticket migrates all messages and notes of the ticket from where you select the merging into the selected one.
Let’s assume you already worked on a ticket and you get another ticket about the same issue and want to merge them. Let’s call the ticket you already worked on the original one and the new one duplicate. Then the way to go is to open the duplicate ticket and execute the merging from there so it will be merged into the original.
- Comment fusionner des tickets ?
Pour fusionner un ticket, accédez au sous-menu Ticket ▾ dans le panneau du ticket.
- Panneau de fusion
You can either enter the ticket number of the ticket you want to merge the current one into (see 1). Alternatively, you can choose from the list below (see 2).
If the customer has an existing ticket, it will show up under « Recent customer tickets ». You can see your last viewed tickets under « Recently viewed tickets » anyway.
After entering a ticket number or choosing one of the offered tickets from the list, click on the submit button and the tickets will be merged.
- Result after merging
The articles are moved into the chosen tickets. The ticket in which you executed the merging still exists with the following changes:
The articles have been replaced by a « merged » label
The state has changed to « merged »
Le ticket original est lié au ticket « parent »
Scinder des tickets¶
If you have a ticket which is about more than one issue, you might want to split it in two or more separate tickets. For example this might be the case if a customer has a technical question and wants to place an order.
Pour renommer un ticket, cliquez simplement sur le titre et commencez à taper :
After clicking on the « split » button, a dialog for creating a new ticket is presented to you:
It is prefilled with the content of the existing article. Remember to select the type (call/email).
Le ticket original est lié au nouveau, comme indiqué dans le panneau du ticket :
Lier des tickets¶
When tickets about related issues arise, they can be linked to each other for easier reference. For example this could be useful if you have multiple customer complaints about the same shipment. Merged and split tickets are automatically linked.
- Link types
There are different types of links between tickets as you might have already seen in Fusionner des tickets or Scinder des tickets: parent/child links and normal links. The first pair is used for split and merged tickets. The normal link is useful when there is no logical hierarchy between tickets.
However, if you have a main issue and want to create sub tasks, you could link to the main one as a parent of the sub tickets.
- How to link
Make sure to have the ticket side panel open. Under the « Tags » section you can find the « Links » section:
Cliquez sur le bouton + Ajouter un lien pour accéder à la boite de dialogue des liens.
- Link dialog
You can enter the ticket number of the ticket you want to link to (see 1). Alternatively, you can choose from the list below (see 2).
If the customer has an existing ticket, it will show up under « Recent customer tickets ». You can see your last viewed tickets under « Recently viewed tickets » anyway.
Additionally, you can choose the link type from the drop down menu. You can link to one or more tickets for each type.
After entering a ticket number or choosing one of the offered tickets from the list, click on the submit button and the tickets will be linked.
Onglets¶
En parcourant Zammad, vous remarquerez une liste d’entrées apparaitre dans la zone du menu principal. Ce sont vos onglets ouverts.
You can freely switch between open tabs without losing your work - all unsaved changes are automatically backed up to the server.
Des onglets apparaissent dans le menu principal quand vous visitez différentes parties de l’application.¶
Quels éléments ouvrent un nouvel « onglet »?
Tickets existants
Nouveaux tickets
Utilisateurs
Sociétés
Omnisearch
Astuce
🖱️ UI Protip
Les statuts des tickets sont codés par couleur :
Fermé
Fusionné
En attente (marqué en attente ; aucune action immédiate nécessaire.)
Nouveau / ouverts (Prêt pour action.)
Escaladé (Nécessite de l’attention en urgence.)
Un point clignotant signifie un ticket avec une nouvelle activité depuis son dernier affichage.
Glisser et déposer des onglets pour les réorganiser.
Comportement des onglets dans les détails d’un ticket¶
You may have noticed the « Stay on tab » button next to « Update » on the lower right already. This behavior of a tab can be configured by your administrator globally. You can overrule this setting based on your personal preference.
To overrule your administrator’s settings, simply choose the action you prefer. Zammad will remember this preference until you change its setting.
- Close tab
Upon updating the ticket, Zammad will automatically close the tab. You’ll be returned to the last view that was open.
- Close tab on ticket close
Ticket tabs will be closed only if you change the state to « closed » upon ticket update.
This does not apply for pending states that end in closed states.
- Next in overview
If you opened a ticket from any overview, Zammad will jump to the next ticket in said overview. Zammad recycles the open tab.
This option is only available if you open the ticket from an overview. Zammad will ignore the setting if you opened the ticket directly and fall back to
Stay on tab.- Stay on tab
Updating the ticket doesn’t have any effect on the tab.
This is the default setting in Zammad installations.
Travailler avec les modules de texte¶
Zammad offers so-called text modules. Text modules will help you to improve your workflow, as you don’t have to type your answer on every ticket by hand. You can simply choose a fitting text module and insert it into the e-mail.
Pour accéder aux modules de texte disponibles, tapez simplement :: dans le corps d’un article. Si vous trouvez le bon module de texte, appuyez juste sur entrée ou cliquez avec le bouton gauche de la souris et Zammad insérera le module de texte à l’emplacement de votre curseur.
Vous pouvez soit faire défiler tous les modules (à la souris ou avec les flêches), soit taper le nom du module ou un mot clef (si les mots clefs sont définis).
Modules de texte manquants ?¶
Comment se fait-il que certains modules de texte n’apparaissent pas toujours ?
Les modules de texte peuvent être liés aux groupes : ainsi, ils ne deviennent actifs que quand le ticket sur lequel vous travaillez a été assigné au groupe approprié.
Les modules de texte sont immédiatement mis à jour quand un nouveau groupe a été sélectionné - pas besoin de cliquer sur Mettre à jour.¶
Comment savez-vous quels groupes vont avec quels modules de texte ? Demandez à votre administrateur !
Modules de texte lors de la création de ticket¶
Vous pouvez aussi bien utiliser les modules de texte lors de la création de ticket. Lors de la création, notre Modèles de ticket pourrait aussi être pratique.
Modèles de ticket¶
If you find yourself creating lots of tickets with the same basic attributes, use ticket templates to fill them in with a single click next time.
Use the ticket pane to load ticket templates.¶
On any new ticket dialogue use the 🗒️ tab on the right to display the Templates column. If Zammad has any templates for you to apply, you’ll be provided with a drop down list to choose from.
Select a fitting template and press Apply. The configured ticket fields will be populated with the data from the template.
- Field collisions
Starting with version 5.3, Zammad is able to detect « field collisions ». This means: If you previously filled in data in a field that’s supposed to be filled by the template, Zammad will not overwrite the field with the template data.
Instead it will keep your version of the field. This allows you to e.g. fill in the customer before applying the template. 🎉
- Can’t add or adjust templates?
Managing templates requires additional permissions. Please ask your administrator to provide you with the needed permission.
Learn more about ticket templates in the admin documentation.
This permission was introduced with Zammad 5.3.
Recherche avancée¶
Avec Zammad, vous pouvez limiter votre recherche à des informations spécifiques. Cela vous permet de trouver, par exemple, des tickets avec des mots clés et des états spécifiques. Les informations ci-dessous vous aideront à améliorer vos résultats de recherche.
Par exemple, vous pouvez rechercher un client spécifique en utilisant customer.attribute:
customer.firstname: John
ou:
customer.lastname: Doe
If you want to run a more complex search, you can use conditions
with () and AND/OR options:
state.name: open AND (article.from:me OR article.from:somebody)
Attributs disponibles¶
Indication
Pour plus de détails sur les attributs disponibles, veuillez consulter notre page Zammad Admin-Documentation <https://docs.zammad.org/en/latest/install/elasticsearch/indexed-attributes.html>.
Attribut |
Valeurs possibles |
Exemple |
Description |
|---|---|---|---|
numéro |
1118566 |
number:1118566 |
Recherche par un numéro de ticket |
titre |
un titre |
title: »un titre » |
Si vous avez besoin d’utiliser des espaces dans votre phrase de recherche, utilisez des guillemets. Zammad fera une recherche AND avec les mots indiqués. Vous pouvez aussi utiliser un seul mot clef sans guillemets. |
created_at |
2018-11-18 |
created_at:2018-11-18 |
Vous pouvez utiliser soit une date simple, une plage de date ou >now-xh. Veuillez noter que le format de date doit être YYYY-MM-DD |
state.name |
new |
state.name: new |
Vous pouvez filtrer sur des états spécifiques du ticket (et même les combiner avec OR). Veuillez noter que vous devez utiliser les termes anglais pour les états, sauf si vous avez personnalisé les états dans votre instance. |
article_count |
5 |
article_count:5 |
Vous pouvez rechercher des tickets avec un nombre spécifique d’articles (vous pouvez même rechercher tout ce qui a 5 ou plus d’articles, ou même jusqu’à 5 articles, si besoin). |
article.from |
*bob* |
article.from:*bob* |
Afficher tous les tickets qui contiennent des articles de "Bob" |
article.body |
chaud |
article.body:chaud |
Le premier exemple montre chaque ticket contenant le mot "chaud" - vous pouvez aussi utiliser l’opérateur "~" pour rechercher des mots similaires comme par ex "chaux". Zammad pourra aussi vous permettre d’utiliser des expressions régulières dès que les attributs le permettent. |
Combiner des phrases de recherche¶
Yous pouvez combiner des phrases de recherche en utilisant AND, OR et TO, dépendant de la situation et des phrases que vous utilisez. Si nécessaire, vous pouvez séparer des parties de votre phrase de recherche avec () pour effectuer une recherche complexe. Cela vous permet de combiner plusieurs phrases avec plusieurs dépendances (AND/OR). Si vous recevez des résultats que vous souhaitez exclure, vous pouvez utiliser la négation !. Voici ci-dessous quelques exemples que vous pourriez utiliser avec ceci :
Phrase de recherche |
Description |
|---|---|
state.name:(closed OR open) AND (priority.name: »2 normal » OR tags:feedback) |
Montre chaque ticket dont l’état est soit closed, ou open et a une priorité normale et l’étiquette feedback. |
state.name:(closed OR open) AND (priority.name: »2 normal » OR tags:feedback) AND !(Zammad) |
Cela apporte le même résultat que précédemment, sauf que nous ne voulons pas que le ticket contienne de mot correspondant à « Zammad » |
owner.email:bob@example.net AND state.name:(open OR new) |
Affiche les tickets de bob@example.net qui sont soit ouverts ou nouveaux |
state.name:pending* AND article_count:[1 TO 5] |
Affiche tout ce qui aurait l’état en attente et avec 1 à 5 articles. |
Des attributs de ticket et leurs types¶
Ci-dessous vous pouvez trouver les attributs les plus importants triés par ticket et article.
Attributs du ticket¶
number : chaîne
title : chaîne
group: object (group.name, …)
priority: object (priority.name, …)
state: object (state.name, …)
organization: object (organization.name, …)
owner : objet (owner.firstname, owner.lastname, owner.email, …)
customer : objet (customer.firstname, customer.lastname, customer.email, …)
first_response_at : horodatage
first_response_in_min : entier (minutes ouvrées avant première réponse)
close_at : horodatage
close_in_min : entier (minutes ouvrées avant fermeture)
last_contact_at : horodatage (dernier contact par le client ou un opérateur)
last_contact_agent_at : horodatage (dernier contact par un opérateur)
last_contact_customer_at : horodatage (dernier contact par le client)
create_article_type : chaîne (email|phone|web|…)
create_article_sender : chaîne (Customer|Agent|System)
article_count : entier
escalation_at : horodatage
pending_time : horodatage
Attributs d’article¶
article.from : chaîne
article.to : chaîne
article.cc : chaîne
article.subject : chaîne
article.body : chaîne
article.attachment.title : chaîne (nom du fichier en pièce jointe)
article.attachment.content : chaîne (contenu de la pièce jointe)
article.attachment.content_type : chaîne (type du fichier e.g. PDF)
Macros¶
Les macros sont des commandes raccourcis pour appliquer un changement sur un ticket.
Si vous réaliser plusieurs fois les mêmes opérations sur un groupe de tickets (exemple, fermer-et-marquer-comme-spam ou assigner-a-un-autre-groupe), les macros peuvent vous aider dans votre tâche.
Les macros peuvent être créées par votre administrateur. Si vous avez une idée d’une macro que vous aimeriez utiliser, votre administrateur Zammad pourrait le faire pour vous.
Vous pouvez appliquer les macros de deux façons : sur un seul ticket ou sur une collection de tickets.
Sur un seul ticket¶
Pour appliquer simplement une macro est de la choisir depuis le sous-menu Mise à jour ^ disponible lors de la visualisation d’un ticket :
Astuce
💾 Macro = Mise à jour
Si vous avez apporté des modifications à d’autres paramètres settings on the ticket (notamment en rédigeant une réponse au client), l’application d’une macro les sauvegardera également.
⚠️ Mais attention : en cas de conflit, les actions de la macro prévalent sur toutes les modifications manuelles - y compris les messages au client ! En cas de doute, appliquez votre macro et vos modifications manuelles séparément.
Si la macro sélectionnée ajoute une note au ticket, tout texte saisi dans le compositeur de messages sera perdu.¶
Collection¶
Pour appliquer une macro à plusieurs tickets en même temps :
afficher l’aperçu d’un ticket ;
sélectionnez les tickets souhaités ;
cliquer et glisser pour ouvrir le tiroir « Exécuter une macro » ; et
supprimer les tickets sélectionnés par votre macro.
Note
☝️ Il y a juste une différence… Lorsque vous exécutez une macro à partir de la vue du ticket, Zammad peut automatiquement ouvrir le ticket suivant (ou fermer le ticket actuel, ou simplement rester dessus), selon la façon dont la macro a été configurée.
Lorsque vous l’exécutez à partir de la page des aperçus, Zammad restera toujours sur la page des aperçus.
Flux de travail suggérés¶
Partager le travail sur un ticket¶
Des tickets nécessitent l’attention d’un ou plusieurs agents (ou même plus qu’un département !). Dans ces cas-là, il y a trois façons d’assigner le travail aux bonnes personnes :
Si un ticket concerne vraiment deux problèmes différents, vous pouvez le diviser en deux, et assigner ensuite chaque ticket dans son « groupe » respectif (département).
Si vous avez fait tout ce que vous pouviez sur un ticket, et qu’il en retourne désormais de la responsabilité d’un autre agent (ou département), réassignez-le à un nouveau propriétaire (ou groupe).
Si vous avez seulement besoin de la participation d’un agent sur quelque chose, vous pouvez le @mentionner. (Et si vous voulez recevoir des notifications pour le ticket de quelqu’un d’autre, utilisez le bouton de suivi.)
Réassigner des tickets¶
Réassigner un ticket (via les paramètres groupe et propriétaire) pour permettre à un collègue de savoir que vous avez fini avec votre partie.¶
Supposons qu’un appel arrive au service des achats. Un responsable des achats prend l’appel, créé un ticket, et vérifie des prix pour le client. Après avoir enregistré ses notes, le responsable décide alors que ce ticket doit être passé au service client.
Notre responsable des achats peut simplement se dé-assigner en tant que propriétaire du ticket et le re-assigner au groupe du service client. Tous les opérateurs du service client seront notifiés du nouveau ticket, et le premier opérateur disponible pour s’assigner ce ticket pour reprendre là où le responsable des achats s’était arrêté.
Astuce
Soyez sûr de laisser des notes avec le plus d’information que possible pour le prochain opérateur !
@mentions & the Subscribe Button¶
Imaginez que vous avez réassigné le ticket au service client. Vous ne recevrez plus de notifications pour ce ticket, mais peut-être qu’il s’agit d’un contrat très important, et vous voulez être certain qu’ils aient une expérience A+ du début à la fin.
Pour activer les notification d’un ticket qui ne vous appartient pas, cliquez simplement sur le bouton s”Abonner en bas du panneau de ticket :
Une liste de tous les tickets auxquels vous vous êtes abonnés peut être trouvée dans le résumé Mes tickets mentionnés.¶
Ou encore, supposons que vous ne souhaitiez pas réaffecter le ticket au service client—vous n’avez qu’une petite question à leur poser, et vous pouvez vous en occuper ensuite.
Pour commencer à envoyer à une autre personne des notifications pour votre propre ticket, tapez @@ dans le compositeur de messages et sélectionnez son nom dans le menu déroulant :
@mentionner un collègue dans un message l’abonnera automatiquement à votre ticket.¶
Indication
⚙️ Paramètres de notification
Regardez Profil & Paramètres pour personnaliser la façon dont vous recevez vos notifications.
Vous ne pouvez pas voir un ticket, dans lequel un collègue vous à @mentionné ?
Est ce que la ticket est assigné à un groupe duquel vous ne faites pas partie ? Les @mentions et abonnements ne fonctionnent que pour les tickets auxquels vous avez déjà accès.
Assigner rapidement dans la liste des tickets¶
Within overviews and detailed searches you can run bulk operations on tickets. This means you can adjust the following ticket information:
groupe
owner
state (with pending time if applicable)
priorité
Après avoir appuyé sur « Confirmer », Zammad vous permet également de préciser une note publique ou privée décrivant les raisons de l’ajustement de paramètre.
Zammad ne vous demandera pas pour les valeurs de comptage de temps dans les actions en masse.
- Actions en masse via des menus déroulants :
Utilisez les cases dans la liste des tickets pour sélectionner plusieurs tickets. Utilisez ensuite le menu déroulant pour changer les paramètres du ticket, appuyez sur confirmer, et indiquez une note si vous le souhaitez.¶
- Actions en masse via glisser-déposer :
🤓 You can change owners and groups even faster 🚀
Instead of using the drop-downs on the bottom of Zammad, you can also drag tickets. A new modal will appear and allow you to drop your selection on either just a group or agents. This operation allows you to quickly change the group and owner without further hassle!
This functionality is only available in ticket overviews.
Comptabilité du temps¶
Zammad supporte une comptabilité détaillée du temps passé pour aider les administrateurs à suivre combien de temps vous passez sur chaque ticket, client ou société.
If the time accounting is enabled, this dialog will appear each time you update a ticket. Enter how much time you spent on it.
This feature is optional; if you don’t see it whenever you update a ticket, that means your administrator hasn’t enabled it yet. Administrators can learn more here.
Units¶
The Accounted time is always recorded as unitless numbers. However, your administrator may decide to show an optional label next to the field to hint you and your colleagues which unit is assumed.
Activity Types¶
Activity Types are used for grouping accounted time entries together. This is an optional feature which shows a list of activities as a selectable list.
Simply choose the closest type of the activity you are recording the time for, noting that one of the choices may be pre-selected. You can always remove the selection for general accounted time that is not supposed to be grouped together.
Raccourcis clavier¶
Zammad supporte une grande variété de raccourcis clavier pour accélérer votre travail en tant utilisateur expérimenté.
Où les trouver ?¶
Cliquez sur votre avatar en bas du menu principal pour accéder à la feuille anti-sèche des raccourcis clavier.
Autrement, affichez-la avec l’un des raccourcis suivants :
Ctrl+Shift+H(sur Linux et Windows)
cmd+ctrl+shift+h(on macOS)
Cela ouvrira un résumé des raccourcis clavier comme dans la capture d’écran suivante :
Aide-mémoire des raccourcis clavier.¶
Liste des raccourcis clavier disponibles¶
Traductions¶
Note : vous devez avoir les permissions administrateur pour faire cela.
Key / key combination |
Fonction |
|---|---|
|
Activer ou désactiver la traduction incorporée |
Apparence¶
Key / key combination |
Fonction |
|---|---|
|
Alterner entre le mode sombre et clair |
Tickets¶
Key / key combination |
Fonction |
|---|---|
|
Créer une note d’article |
|
Répondre au dernier article |
|
Alterner la visibilité de l’article entre interne et public |
|
Changer l’état du ticket en « clos » |
|
Naviguer parmi les articles |
|
Insérer un module de texte (en rédigeant un article) |
|
Insérer un article de la base de connaissance (en composant un article) |
|
Mentionner un utilisateur (en composant un article) |
Édition de texte¶
- Comment
Vous pouvez appliquer un formatage de texte avant ou après saisie. Exemple :
Avant la saisie :
Press
cmd+ito enter italics mode,entrez votre texte souhaité, et
press
cmd+iagain to return to normal text mode.
Après saisie :
Entrez votre texte souhaité,
cliquez et faites glisser avec la souris pour le sélectionner, et
press
cmd+ito set the text in italics.
- Combinaisons de touches
Key / key combination
Fonction
ctrl+uFormatage de texte souligné
ctrl+bFormater le texte en gras
ctrl+iFormater le texte en italique
ctrl+sFormat text as ̶s̶t̶r̶i̶k̶e̶t̶h̶r̶o̶u̶g̶h̶
ctrl+vColler le texte depuis le presse-papier
ctrl+shift+vColler le texte depuis le presse papier (en tant que texte brut)
shift+ctrl+fSupprimer le formatage de texte
shift+ctrl+ySupprimer le formatage de tout le texte
shift+ctrl+zInsérer une ligne horizontale
shift+ctrl+lFormater une liste sans ordre
shift+ctrl+kFormater une liste ordonnée
shift+ctrl+1Formater en tant que titre h1
shift+ctrl+2Formater en tant que titre h2
shift+ctrl+3Formater en tant que titre h3
shift+ctrl+xEnlever tous les liens
Clients¶
Use the ticket pane to view and manage customer profiles.
Overview¶
Click the 👨 tab in the ticket pane to see the customer’s profile.¶
If the customer has other tickets too, you can see a summary when you hover over the open/closed labels:
Hover over the open/closed labels to see a summary of the customer’s other tickets.¶
Éditer un client¶
To edit the customer’s profile, use the customer submenu and select « Edit Customer »:
- Customer submenu
Cliquez sur l’entête Client ▾ pour accéder aux actions supplémentaires.¶
- Boîte d’édition du client
La boîte d’édition du client.¶
La majorité des attributs clients sont assez explicites, mais en voici certains qui peuvent être compliqués:
- Société
Les clients peuvent (optionnellement) appartenir à des société – Aller à pour en apprendre davantage.
- Secondary Organizations
Unlike organizations, you can add several organizations here that are not as highlighted. Still, the same behavior applies.
- VIP
Like ticket priority, VIP status doesn’t actually do anything out-of-the-box, but an admin can set up automated system hooks based on this value, or use it as a filter for custom overviews.
Ask your administrator about how she’d like you to use this attribute (or just leave it alone).
Sociétés¶
Tickets track communication between individuals, but often your company’s real client is another company (or organization). Customers can be grouped into organizations to monitor their activity as a whole.
Profils de société¶
Use the ticket pane to view and manage organization profiles.
Click the 👪 tab in the ticket pane to see the organization’s profile.¶
To edit the organization’s profile, use the organization submenu:
Stats de société¶
Avec les sociétés, vous pouvez répondre à des questions comme:
“Combien de tickets cette société a créé depuis les 12 derniers mois?”
“Combien de tickets cette société a ouvert actuellement?”
“Quel âge à le plus vieux ticket de cette société?”
Click the 🏢 button in the ticket pane to see a detailed breakdown of the organization’s stats.¶
Vérifiez vos stats¶
Le tableau de bord est la première chose que vous verrez après vous êtes connectés. Surveillez votre productivité d’un coup d’oeil, comparez la avec la moyenne de votre société (en gris en bas de chaque panneau), et voyez où en sont les autres.
Vérifiez le tableau de bord pour un résumé rapide de vos stats (mis à jour toutes les 30 minutes).¶
1. ∅ Waiting Time Today |
Combien de temps a dû attendre chaque client, en moyenne, pour obtenir une réponse de votre part aujourd’hui? |
2. Humeur |
Combien de ticket escaladés vous avez ouvert? (Mr. Bubbles devient grincheux si vous en avez trop…) |
3. Distribution par canal |
Combien de vos tickets sont arrivés par courriel, téléphone, Twitter, ou Facebook? (montre les pourcentages pour les tickets entrants et sortants.) |
4. Assignés |
Sur tous vos tickets ouverts (sur l’ensemble de la société), combien vous sont assignés? |
5. My Tickets in Process |
Quel est le pourcentage aujourd’hui de vos tickets auxquels vous avez répondu, apporté une mise à jour, ou autre modification? |
6. Taux de réouverture |
Combien de vos tickets ont été ré-ouverts après avoir été marqués “fermés”? |
7. Flux d’activité |
À quel niveau en sont les autres? |
Secure Email¶
Zammad supports two systems of high-security email communication:
Pretty Good Privacy (PGP)
Secure/Multipurpose Internet Mail Extensions (S/MIME).
Use the 🔒 Encrypt and ✅ Sign buttons to turn on encryption and signing of outgoing emails.¶
Prerequisites¶
Both feature are optional; if you don’t see the 🔒 Encrypt and ✅ Sign buttons in the ticket composer, that means your administrator hasn’t activated any of them yet.
Administrators can learn more here:
PGP and S/MIME are only working if the other party is using them too.
Overview¶
PGP and S/MIME are the most widely-supported methods for secure email communication. With each of the systems, you can exchange signed and encrypted messages with others.
Note
In special cases it is possible that both systems are configured in your system and a customer is using both, as well. In this case, you have an additional button to switch between PGP and S/MIME security types. Otherwise, you just see the 🔒 Encrypt and ✅ Sign buttons.
Ticket creation with configured PGP and S/MIME and available certificates/keys.¶
- Signing
is a proof that a message hasn’t been manipulated on its way.
In other words, it guarantees message integrity and authenticity.
- Encryption
scrambles a message so that it can only be unscrambled by the intended recipient.
In other words, it guarantees message privacy and data security.
Your administrator is responsible for adding all the necessary certificates and keys in Zammad’s admin panel.
📬 Incoming¶
The 🔒 and ✅ icons at the top of a message indicate its encryption and signing status.
Click on an incoming message to expand its details. Hover over the security status to show more information.¶
|
This message was encrypted for you. Even if it was intercepted by a third party (hacker, gov’t agency, etc.), they won’t be able to read it. |
|
This message can not be decrypted. |
|
This message’s signature has been successfully verified. You can be confident that it’s authentic and that the content has not been modified. |
|
The verification of the signature of this message has failed. You can find more information by hovering over the icon. |
📮 Outgoing¶
Use the 🔒 Encrypt and ✅ Sign buttons to turn on encryption and signing for outgoing emails.
Note
Outgoing emails can only be encrypted for a single recipient.
🔒 Encrypt and ✅ Sign buttons are present on both new tickets and replies. Hover over the buttons to show details.¶
|
This message will be encrypted. Even if it’s intercepted by a third party (hacker, gov’t agency, etc.), they won’t be able to read it. |
|
This message will not be encrypted. |
|
This message will be signed. Recipients can verify that it came from you and that the content has not been modified. |
|
This message will not be signed. |
Troubleshooting¶
📬 Incoming¶
- “Sign: Unable to find certificate for validation”
Without the sender’s certificate, Zammad cannot verify the message signature.
Ask your administrator to add the sender’s certificate to Zammad’s certificate store.
Avertissement
🕵️ ALWAYS verify certificates in-person or over the phone!
The whole point of signature verification is to alert you when someone is trying to pretend to be someone they’re not. Never accept a certificate from someone online without verifying it first.
- “Encryption: Unable to find private key to decrypt”
This message was encrypted with a certificate that does not match any on file. Without a matching private key, Zammad cannot decrypt the message.
Ask your administrator to verify your organization’s private key in Zammad’s certificate store, and ask the sender to double-check the public key they used to encrypt the message.
Indication
📢 Your public key can be safely shared with anyone.
(But if they’re smart, they’ll take extra precautions to make sure it really belongs to you.)
📮 Outgoing¶
- The 🔒 Encrypt button is disabled
Ask your administrator to add the recipient’s certificate to Zammad’s certificate store.
- The ✅ Sign button is disabled
Ask your administrator to verify your organization’s private key in Zammad’s certificate store.
Shared Drafts¶
Overview¶
Share drafts for new or existing tickets with other agents of your group. Load, modify and safe an existing draft e.g. as QA process with colleagues.
This feature is optional; if you don’t see it in the menu, that means your administrator disabled this function. Administrators can learn more in our admin documentation.
By using ^ next to the « Update » button Zammad will provide you with an option to save your draft (and thus share it) if the option is enabled.¶
Indication
🤓 Let’s be clear up front
Zammad technically has two draft functions:
shared draft (allow others to load the draft), and
user drafts.
Handling drafts¶
Avertissement
☠️ Overwriting drafts is final
Zammad will warn you in case you’re going to overwrite an existing draft. This also applies to your personal draft in case you’re loading a shared draft.
Loading a shared draft, (adjusting and) updating the ticket with an article will cause Zammad to remove the shared draft.
This also applies if you’re sharing the draft before submitting! Zammad expects that the draft is no longer needed.
- Load a draft
Loading a draft works the same starting from draft previews.
- New Ticket dialogue
If you’re in a new ticket dialogue after selecting the ticket group, the 📝 button will indicate the shared drafts function to be available. The shared drafts tab is always hidden if no group is selected!
- Existing tickets (Ticket zoom)
Within ticket zooms a button « 📝 Draft available » will be shown if a draft has been shared by either you or another agent on the ticket.
Hovering over the button will tell you who has changed the draft last.
- Remove draft
You can remove any draft (no matter if for new or existing tickets) from within the draft preview screen. Use the « Delete » link on the lower end of the dialogue. This has no effect on local drafts agents may have loaded already.
- Saving drafts
- New ticket
- Adding new drafts
To save a new shared draft, set the ticket settings, customer, ticket title and article as desired. Make sure to select a group that supports shared drafts.
If you’re ready to save the draft, click on 📝 on the right ticket pane, enter a meaning full name and click on the « Create » button.
- Update existing drafts
In order to update or rename existing shared drafts for new tickets, simply load the draft in question. Change the information (e.g. ticket settings or content) needed and, if needed, update the drafts name on the right hand side of the ticket. This way you can not just update existing drafts, but also use existing drafts to create another copy!
- Existing ticket
Use the ^ button next to the update button. If the group of the ticket (or in your selection) allows shared drafts, Zammad will provide the option « Save Draft ».
All current changes on the ticket (ticket settings, article and it’s attachments) will be saved to the shared draft.
When saving was successful, the button « 📝 Draft available » will be shown.
Discussion en direct¶
Parlez à vos clients en temps réel depuis le panneau Discussion client.
This feature is optional; if you don’t see it in the main menu, that means your administrator hasn’t enabled it yet. Administrators can learn more here.
Overview¶
Contrôles de la discussion |
|
|---|---|
1. Allumée/Eteinte |
Enable/disable the chat panel. (When enabled, you will receive notifications for incoming chats.) |
2. Clients en attente |
Liste les clients en attente d’un opérateur pour discuter. Cliquez pour répondre à une demande de discussion en attente. |
3. Clients en discussion |
Liste les clients actuellement dans une session de discussion. |
4. Opérateurs actifs |
Liste tous les opérateurs avec la discussion activée. |
5. Paramètres |
Cliquez pour les options de configuration de la discussion (par ex, messages de salutation automatique et nombre maximum de discussions simultanées). |
6. Badge de comptage |
Affiche le nombre d’utilisateurs dans chaque section. |
7. Carte d’info |
Survolez de la souris pour avoir les informations détaillées concernant les utilisateurs dans chaque section. |
Avertissement
Si tous les opérateurs ont le panneau de discussion désactivé, les clients ne pourront pas démarrer une discussion.
- Usage tips
🔍 Utilisez la barre de recherche pour ramener d’anciennes conversations archivées à n’importe quel moment.
📋 Copy & paste supports 🌄 inline images as well as plain text.
⌨️ Live chat supports text modules.
📝 Chats can be renamed or tagged, and record technical details about the customer’s connection.
Cliquez sur le titre en haut de la fenêtre de discussion pour éditer les détails de la discussion.¶
Créer un ticket depuis une discussion¶
Dès que la discussion est terminée, vous pouvez créer un ticket avec un simple click:
Le bouton Transformer la discussion en ticket apparaît dès que la discussion est terminée.¶
Un lien vers la discussion est automatiquement inclu dans la première note du ticket.¶
Journaux des appels¶
Voir et gérer les journaux d’appels depuis le panneau téléphone.
This feature is optional; if you don’t see it in the main menu, that means your administrator hasn’t enabled it yet. Administrators can learn more on our admin documentation.
Activer le panneau Téléphone pour recevoir des notifications pour les appels entrants.¶
Indication
🏢 The caller log shows all incoming and outgoing calls for the entire instance. The number of entries shown depends on the configuration your admin chose.
The caller log offers a lot more than just the last call entries. If your administrator configured « Phone Extension to Agent Mapping », Zammad will also help you during answering calls.
- New Ticket dialog
Zammad will open a new ticket dialogue if:
it’s able to either guess a single user (see maybe entries)
the callers number belongs to a user known to Zammad
the callers number is yet unknown
If the user is known to Zammad it will automatically set the ticket customer for you. You can correct this at any time if needed.
- User profile
Zammad will open the users profile if your user had a customer ticket that has been updated within the last 30 days. This also applies for calling users that Zammad guesses are a specific user (only if it’s one guessed user).
- Quick dial
You can click on phone numbers (user profiles and caller log) to dial the number in question quickly.
This requires either a soft phone client or CTI client on your computer that supports this action.
Note
😕 What are these « maybe » entries?
During your day by day communication you may also stumble over new customers. Usually business users send their phone numbers in their signature.
Zammad collects and aggregates these information and tries to guess the customer in case it receives a call from an unknown number.
Astuce
👤 Cliquez sur les numéros non reconnus dans le journal d’appels pour créer un nouvel client et ticket. (Les numéros de téléphones non reconnus ne peuvent pas être ajoutés de cette manière à des clients existants.).
Unrecognized phone numbers cannot be added to existing customers in this way. Copy and pasting is required.
Existing caller log entries are not updated when you update an existing customer.
Profil & Paramètres¶
Click on your avatar or initials at the bottom of the main menu to access your profile and settings.
Trouver des actions utilisateur spécifiques, une liste des objets ouverts récemment, et des informations de référence utiles.¶
User Menu¶
Clicking on your avatar picture provides the following three sections in the user menu:
- Recently viewed
All information you’ve viewed previously (tickets, users, organizations). Helps you to jump back quick and easy without searching or looking in your overviews. Note that this list is limited, old entries will automatically vanish.
- Further actions
- Dark mode
Quickly toggle dark and light mode without using keyboard bindings.
- Keyboard shortcuts
- Profile
This will open your Paramètres de profil and provide further options for customers and agents. Customers do not have access to all areas, even if you provide them the permissions to those areas.
- Sign out
Finished working with Zammad? Use the sign out button to end your user session.
If you didn’t tick « Remember me » during login or used a third party login, your session will automatically be invalidated if you close and reopen your browser.
Paramètres de profil¶
Clicking on « Profile » in the user menu opens the profile settings.
- Apparence
Select how Zammad should look. Zammad will remember the setting you choose here.
Dark
Light
Sync with computer
For dark and light you’ll fix the dark or light mode to your taste.
If you choose sync with computer, Zammad will dynamically select the mode depending on what your client prefers at that moment.
Note that this sync option highly depends on your browser. If your browser does not support syncing, this setting basically has no effect. Most common modern Browsers are capable to do so (e.g. Firefox, Google Chrome).
- Langue
Définir la langue d’affichage du système.
- Avatar
Upload an avatar image.
- Password & Auth
Change your login password and manage your two-factor authentication methods (both may be disabled by system admin).
Indication
Two-Factor Authentication is an optional feature. Administrators can learn more here.
- Notifications
- Notifications
Select where, when, and for which groups you want to receive notifications, or choose a new notification sound. Notifications are available to agents only.
You can always reset your notification settings to system defaults by clicking on the button at the bottom of the screen.
Utilisez les trois premières colonnes pour choisir quand recevoir des notifications internes (dessous). La colonne la plus à droite active aussi les notifications courriel.¶
- Limit Groups
Par défaut, vous recevrez des notifications pour tous les tickets de tous les groupes auxquels vous appartenez - même pour les tickets qui sont assignés à d’autres opérateurs. Utilisez la boîte Limiter les groupes pour désactiver de telles notifications sur une base par groupe. (Vous continuerez à recevoir des notifications pour vos propres tickets).
If you turn on Limit Groups feature, but disable the notifications from all groups, you may receive the following warning.
In this case, saving your settings will implicitly turn off Limit Groups feature, since no limits will be left in effect.
Indication
The contents of these email notifications can be customized on self-hosted installations. Administrators can learn more here.
- Absent du bureau
Schedule absence periods in advance, and designate a substitute to handle your tickets while you’re gone.
Votre remplaçant recevra toutes vos notifications ticket durant votre absence, et aura un aperçu personnalisé créé pour l’aider à suivre vos tickets.
Vous continuerez à recevoir des notifications pendant que vous êtes absent du bureau.
- Overviews
Tired of the overview order your admin decided on? This section allows you to choose an overview order that fits you the best.
You can revert to the default instance ordering at any time by using the upper right button « Reset overview order ».
Indication
This option is only visible to agents by default. It can be completely deactivated by your admin.
If it is activated, the order does not change, even if your admin renames or reorders the overviews. The overview order is stored in your profile and thus applies to any device you use with your account.
- Calendrier
Add your ticket deadlines to your own favorite calendar app with the ICAL link listed at this setting’s panel.
- Périphériques
See a list of all devices logged into your Zammad account (and revoke access, if necessary).
- Jeton d’accès
Generate personal access tokens for third party applications to use the Zammad API.
Astuce
Toujours générer un nouveau jeton pour chaque application que vous connectée à Zammad! (Cela permet de rendre possible la révocation d’une application à la fois si un jeton est compromis.)
- Comptes liés
See a list of third party services (e.g., Facebook or Twitter) linked to your Zammad account.
Two-Factor Authentication¶
Two-factor authentication (2FA) enhances the security of your Zammad account by adding an extra layer of verification beyond a password. It requires you to provide two different types of authentication factors, typically something you know (like a password) and something you possess (like a mobile device or a security token), to ensure that you are an authorized individual who can access the account.
Two-Factor Authentication is an optional feature. Administrators can learn more here.
Set Up Two-Factor Authentication¶
If the system admin has enabled this feature, you can head to « Avatar > Profile > Password & Authentication » to set it up. Depending on the enabled two-factor methods, you may see one or more options in the table.
To set up a two-factor method, use the ⋮ Actions menu next to it and choose Set Up.
In a modal dialog, you will be asked to confirm your current password.
Depending on the chosen two-factor method, you will be guided through the setup process, which includes specific steps.
Security Keys Setup¶
The security keys method is a type of a two-factor authentication that uses Web Authentication API in the browser for verifying your identity. You may register multiple hardware or software security keys with your Zammad account and then they can be used during the sign-in process.
Initially, you will be presented with an empty dialog instructing you to Set Up your first key.
First, enter a descriptive Name for this security key you will be registering with your account, so you could later identify it in the list. Then, click on Next.
Next, depending you your browser, you will be presented with different options. Select one that refers to your chosen security key and follow the instructions on the screen.
You may be asked by the browser to interact with a key or a device so you can prove you are in physical possession of it (e.g. enter its PIN to unlock it).
Avertissement
You will have limited time (measured in tens of seconds) to register your key. Better to have it ready before you proceed!
If the registration was successful, the modal dialog will close and you are good to go.
In case of errors, you will be able to Retry the registration of the key.
Editing Security Keys¶
Once set up, security keys can be managed by choosing Edit action next to the two-factor authentication method.
You have an option to remove a key or set up additional ones. There is no limit in number of security keys you can set up, but keep in mind you cannot register an already registered key for your account.
Removal of the last security key will effectively remove the complete security keys method for your account.
Authenticator App Setup¶
The authenticator app method is a type of two-factor authentication that uses a mobile application to generate one-time codes for account verification. After setting up the authenticator app on your device, you will link it to your Zammad account.
First, make sure you have installed an authenticator app on your mobile device. Recommended apps are:
Next, open the authenticator app on your device and find a Scan QR Code action, or similar. Point your camera to the Zammad screen and scan the shown QR code in the middle.
Indication
If your device is not able to scan the QR code, first click on it to reveal your secret. Next, add a manual entry to your authenticator app and enter the provided secret when asked.
Your authenticator app should immediately add the new entry for your Zammad account, and a 6-digit code will be displayed next to it together with a timer.
Back in Zammad, enter the provided code to the Security Code field and click on Set Up.
Sign-in with a Two-Factor Method¶
When you set up two-factor authentication for your Zammad account, during the next sign-in you will be asked to provide the same two-factor method after entering correct username and password.
Depending on the chosen two-factor method, this may be a security code, hardware key, etc.
Security Keys Sign-in¶
To sign-in with security keys two-factor method, first enter your username and password and click Sign in.
Then, when asked by the browser, present your security key as instructed.
You may be asked by the browser to interact with a key or a device so you can prove you are in physical possession of it (e.g. enter its PIN to unlock it).
Avertissement
Providing your security key when asked is a time-sensitive operation! You may be allowed a couple of tens of seconds to present and unlock your key, but if the process time outs, you will have to Retry.
In case of errors, you will be able to Retry the verification of the key.
Authenticator App Sign-in¶
To sign-in with authenticator app two-factor method, first enter your username and password and click Sign in.
Then, open authenticator app on your device, and get the 6-digit code next to your Zammad account.
Back in Zammad, enter the provided code to the Security Code field and click on Sign in.
Avertissement
Entering security codes from your authenticator app is a time-sensitive operation! Each code is valid for up to 30 seconds, so if you are near the end of the time window (timer will show you this), it is better to wait for it to refresh.
Trying Another Method¶
In case you are having issued during sign-in with your preferred two-factor authentication method, you can switch to another one, provided you have set it up previously.
Look for Try another method link below the sign in box. In case you don’t see this link, you probably have no other available two-factor methods set up, or your admin has disabled this feature.
In the new screen, choose another two-factor authentication method and complete your sign-in.
Alternatively, you can also use one of your recovery codes, which are auto-generated for your account during the initial setup of the two-factor authentication. Click on recovery codes, enter one of your unused recovery codes and click on Sign in.
Avertissement
You can use a single recovery code only once! In case you exhaust the list of your recovery codes, it is recommended you regenerate them for your account.
Generate Recovery Codes¶
Recovery codes are one-time use security codes that can be used to sign in if you lose access to your other two-factor authentication methods. They can only be used as a backup method.
If the feature is enabled by the admin, recovery codes will be automatically generated for you during the setup of your initial two-factor authentication method.
You will be asked to print out or save the generated recovery codes in a safe place. Once used, a recovery code cannot be reused.
You also have an option to regenerate your recovery codes at any time, which invalidates already existing recovery codes and provides you with a list of fresh codes. You can do this by clicking on Regenerate recovery codes button in « Avatar > Profile > Password & Authentication ».
Set a Two-Factor Method as Default¶
To set an already set up two-factor method as default, use the ⋮ Actions menu next to it in « Avatar > Profile > Password & Authentication » and choose Set as default.
In order to identify your current default two-factor authentication method, look for a small blue badge next to the method name.
A default two-factor authentication method is just your preferred method during the sign-in process. You will always have an option to try signing in using another method.
Edit a Two-Factor Method¶
To edit an already set up two-factor method, use the ⋮ Actions menu next to it in « Avatar > Profile > Password & Authentication » and choose Edit.
In a modal dialog, you will be asked to confirm your current password.
Depending on the chosen two-factor method, you will be guided again through the setup process. Normally, editing a method will simply renew it and replace the older setup, but some methods do support advanced functions (e.g. adding multiple security keys).
Remove a Two-Factor Method¶
To remove an already set up two-factor method, use the ⋮ Actions menu next to it in « Avatar > Profile > Password & Authentication » and choose Remove.
In a modal dialog, you will be asked to confirm the removal with your current password.
Requirement to Set Up a Two-Factor Method¶
Your system admin may choose to require you to set up at least one two-factor method for your account. In this case, if you haven’t already set up a method, you will be asked to do so at your next sign-in or application reload.
Choose a method of your choice, and then follow its setup guide.
Avertissement
If you are required to set up a two-factor authentication for your account, this will be a mandatory action. You will not be able to use Zammad until you set up at least one method.
Mobile View¶
The need for a dedicated mobile view of Zammad arose from the ever-changing life on the go. Even though the desktop application might be responsive enough for small screens, it proved to be too cluttered and was simply not designed primarily for mobile devices.
By limiting the amount of information to only the most important, the mobile view strives to provide you, the user, with a more focused window into your daily tasks. All packaged in a touch-friendly and modern design with great user experience, of course!
Indication
We intentionally do not provide specific instructions and comprehensive documentation for the mobile view! The overall UX should be intuitive and self-explanatory in most cases.
Features¶
Mobile view provides you with a way to do your common Zammad daily tasks while on the go:
Modifier et utiliser l’aperçu des tickets
Search for existing records
Créer un ticket
Reply in an already existing ticket
Modify ticket attributes
Modify customer attributes
Modify organization attributes
Mobile view also has some exclusive features:
Innovative Zammad UX
Next-level accessibility
Ready for multi-device usage
Progressive web app (PWA) support
Limitations¶
Mobile view is also currently missing some features which are provided by the desktop view:
Ticket Article Time Accounting
Ticket Article Split Action
Linked Tickets & Ticket Link Action
Ticket Macros
Ticket History
Ticket Create Templates & Shared Drafts
Additionally, certain features were intentionally omitted in order to improve the focus on important information:
Most Management Features (except ticket user and organization management)
Most Knowledge Base Features (except ticket integration)
Most User Profile Functions (except avatar and language preferences)
Reports
Journaux des appels
Discussion en direct
Access¶
Zammad now implements a mobile device detection, which results in automatic redirection to mobile view. Even with this mechanism in place it’s possible to explicitly switch between the views by using app links:
Whenever an app link is used, the choice will be remembered by the user’s device and the next time the automatic redirection will behave accordingly.
Base de connaissance¶
Gérer, éditez, et réorganisez les articles de la base de connaissance depuis le panneau base de connaissance.
This feature is optional; if you don’t see it in the main menu, that means your administrator hasn’t enabled it yet. Administrators can learn more on our admin documentation.
Le panneau de la base de connaissance commence dans un mode prévisualisation. Avec de rares exceptions, le mode prévisualisation montre à quoi ressemblera la base de connaissance.¶
Démarrage¶
Utilisez le bouton ↗️ dans la barre d’outils en haut pour voir la base de connaissance publiée.
👆 Dans le mode d’édition, utilisez le menu main droite pour naviguer au travers de la base de connaissance.¶
Use the “Edit” button in the top toolbar to switch into Edit Mode (and back again). If you can’t see the « Edit » button, you should talk to your administrator about granting you the appropriate permissions. By default, agents are not permitted to create, edit, or manage knowledge base articles.
Changer de langages¶
Utilisez le menu langage pour voir ou éditer les traductions de la page actuelle.
If you select a language, in which the page hasn’t been translated into yet, the behavior depends on the state of the page:
- dans le mode édition
Les pages non traduites sont marquées avec un ⚠️ panneau attention:
- dans le mode prévisualisation
Les pages non traduites sont seulement visibles pour les utilisateurs ayant les permissions d’édition:
- dans la base de connaissance publiée
Les pages non traduites sont toujours cachées:
Using RSS Feeds¶
Zammad allows you to subscribe to either the knowledge base as whole or to specific categories. There’s both a public and an internal option to do so.
By default, RSS feeds are disabled. If you wish to use the RSS function, talk to your administrator about enabling the function.
The RSS button of the public knowledge base page is located at the bottom of each page. If enabled, the button will be available to anybody visiting the page.
The internal RSS button can be found on the upper right next to the edit button. It’s available on every internal knowledge base page you display.
Pressing the the RSS button will provide up to two RSS feeds to subscribe to.
Avertissement
Keep in mind that internal RSS links contain personal access tokens. Never share these URLs with third parties!
If you want to revoke the access and renew your token, you can do so in the RSS modal.
Éditer des catégories¶
You can relocate a category using the Parent menu. Doing so, all of its articles and sub-categories will be relocated with it.
You can delete categories by clicking on the 🗑️ Delete button. Categories can only be deleted once all of their articles and sub-categories have been deleted or relocated.
Granular Category Permissions¶
Granular category permissions are great to have individual access levels on a role level. Using the granular permissions of a category deactivates the default visibility behavior and applies the permissions you’ve chosen instead.
This allows you to divide user groups on a e.g. subscription level to reduce the information load for users that don’t need the information.
The roles require knowledge base reader permission. Your administrator has to provide the relevant groups with reader permissions for the knowledge base. If you’re unsure, please ask your administrator to configure the role permissions accordingly.
In general, permissions of a parent category are inherited! If you want to grant edit permissions for a sub-category for a specific role for example, set the upper level to « reader » and the desired sub-category to « editor ». The same workflow applies to granting « none » permissions, effectively hiding a given sub-category. The other way round is not possible. A role with « editor » permission has full access to it’s sub-categories, so it’s pointless to limit it’s permissions. « None » permissions also cannot be changed down the tree since there would be no path to access permitted sub-categories. If you can’t select permissions in the table, this could be the reason.
Avertissement
Be aware that public answers are always available!
Knowledge base reader permission means that affected users can see internal answers. This is a potential issue if you’re not dividing carefully!
Éditer des réponses¶
L’éditeur de la base de connaissance est proposé avec les même capacités d’édition en texte riche disponibles lors de la rédaction des tickets Zammad. Ce qui signifie que vous pouvez utiliser les mêmes raccourcis clavier pour insérer du texte formaté, des listes à puce, et plus encore. Vous pouvez même ajouter des pièces jointes et des liens!
- Different link types
- 🔗 liens web
URLs qui pointent vers d’autres sites web.
- 💡 Lien réponse
- Références internes vers d’autres réponses de la base de connaissance.(qui ne casseront pas si l’URL de destination change.)
- 📋 Tickets liés
- Références internes vers des tickets Zammad.(visibles seulement dans les modes prévisualisation et édition.)
- 🏷️ Tags
- Tags can help categorize or spice answers with further words to find.Please note that tags are visible publicly and can be the same like those in your tickets.
- Visibility
Set the visibility of an answer to control who can see an article, or schedule it to be published at a later date. Articles are color-coded according to their visibility:
Public (visible pour tout le monde)
Interne (visible seulement pour les opérateurs & rédacteurs)
Brouillon/planifié/archivé (visible seulement pour les rédacteurs)
Using answers in ticket articles¶
As soon as the knowledge base contains one or more answers, you can use these
just like text modules. Instead of :: just use ?? to open the search
modal. The search is done full text on both answer body and title in all
languages available.
If you’ve found what you’ve been looking for, simply hit your ENTER-Key to load the answer into the ticket article. This way you don’t have to throw URLs at your customer and provide the answer right away.
Loading answers into articles does not replace article content.
Use ?? to find and load knowledge base answers into ticket articles¶
i-doit: Track Company Property¶
With i-doit integration, you can list which pieces of your company’s property are related to any given ticket. That includes both physical and digital infrastructure, from servers to meeting rooms to virtual machines to software licenses.
This feature is optional; if you don’t see it in the ticket view, that means your administrator hasn’t enabled it yet. Administrators can learn more here.
If your company is using i-doit, ask your administrator / IT personnel to give you a tour. If your organization isn’t already using i-doit, this guide is not for you.
Utilisez le panneau ticket pour gérer les paramètres d’un ticket.¶
Why?¶
i-doit can help you keep track of troublesome equipment and find previous tickets from the last time something went wrong with it.
It’s also a great way to document quirks in the company’s belongings: Why haven’t we upgraded this system from Windows Vista yet? What did we decide to do about that faulty network switch? And why does the coffee maker keep shutting off before it’s finished? 🤬
So How Does It Work?¶
In Zammad: Link i-doit assets to tickets¶
First, add i-doit assets to a ticket in the ticket pane:
Select 🖨 > i-doit > Change Objects, then filter by category and/or name.¶
Once assets have been linked to a ticket, they can be accessed directly from the ticket view:
Click on a linked asset in the ticket pane to open its page in i-doit.¶
In i-doit: List & create tickets for a given asset¶
Your i-doit control panel should contain a list of all the tickets associated with each asset:
Click the 💬 in the toolbar to list an asset’s tickets. Use the 🔗 Open in ticketsystem button to open the ticket in Zammad.¶
You can even launch Zammad’s new ticket dialog directly from i-doit, with the asset already linked for you:
Use the 📄 Create ticket button in the asset ticket list to start a new, pre-linked ticket dialog.¶
GitHub / GitLab Integration¶
With issue tracker integration, you can monitor GitHub / GitLab issues right from within a Zammad ticket.
This feature is optional; if you don’t see it in the ticket pane, that means your administrator hasn’t enabled it yet. Administrators can learn more here.
Use the 
and 
tabs on the ticket pane
for an overview of issues related to the ticket.¶
What can it do?¶
- View related issues
Use the
and tabs on the ticket pane to see linked issues,
along with metadata like status (open/closed), assignee, labels, and more.
Or, simply click the title to view the issue on GitHub / GitLab.A badge on the tab icon indicates how many issues are linked to this ticket.
- Link a new issue
At the top of the ticket pane, select GitHub / GitLab > Link Issue, then enter a valid issue URL. Please note that linking a new issue can be slow sometimes.
- Remove an issue
Click the ✕ button next to an issue title to unlink it.