Zammad Glossar

Haben Sie sich jemals gefragt, was wir mit bestimmten Begriffen meinen? Wir haben die wichtigsten Begrifflichkeiten untern für Ihre Übersicht zusammengetragen.

Bemerkung

Bedingt durch Übersetzungen kann die alphabetische Sortierung in nicht englischen Versionen dieser Seiten nicht passen.

Springe schnell zu…

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z


A

Admin

Ein Admin(inistrator) ist ein Benutzer, der in Zammad spezielle Berechtigungen hat. Admins können Zugriffe für Benutzer, Zeiterfassungskonfigurationen, Templates und Textbausteine - auf höheren Level Integrationen, Reporting und so weitere konfigurieren. Wenn Sie also eine Änderung in Zammad vornehmen wollen aber nicht können, fragen Sie den Administrator Ihrer Organisation. Die Chancen stehen gut, dass dieser helfen kann.

Agent

Einen Benutzer der Tickets/Anfragen bearbeitet nennen wir Administrator. Für gewöhnlich gibt es mehrere Agenten, die Zammad regelmäßig nutzen und zeitweilig als Ihr Hauptwerkzeug ansehen. Manche von Ihnen sind Administratoren, was bedeutet, dass Sie Einstellungen, Benutzer-Berechtigungen und weiteres (siehe oben) anpassen können.

API

Eine API (Application Programming Interface) ist eine Schnittstelle, die das Erstellen und Bearbeiten von Geschäfts-Objekten erlaubt. Zammad besitzt eine REST (Representational State Transfer) API, die es unseren Benutzern erlaubt, neben anderen Dingen, Drittanbieter-Systeme an ihre Instanz anzubinden (z.B. Social Media oder Messenger).

Weiteres können Sie auf unserer API Landing Page lernen.

Automatisierung

Es gibt einige Prozesse die sich in Zammad automatisieren lassen. Das bedeutet, dass bestimmte Schritte oder Aktionen automatisch ausgeführt werden und damit keine weitere Agenten-Interaktion erfordert. Ein Beispiel wäre die wöchentliche Löschung von Tickets aus einem vorher definierten Zeitraum.

Artikel

Jede Korrespondenz innerhalb eines Tickets wird Artikel genannt. Ticket-Artikel können intern (also nur für Agenten sichtbar) oder öffentlich (z.B. E-Mails mit Ihren Kunden, die diese auch erhalten) sein.

Automatische Sicherung

Die Automatische Sicherung ist wahrscheinlich eine der coolsten Funktionen in Zammad: Sie speichert alle Ihre Änderungen während des Arbeitens – wenn Sie sich also versehentlich ausloggen oder Ihr Browser abstürzt (wir kennen es alle…), geht Ihre Arbeit nicht verloren!

Dazu können Sie mehr auf unserer Landing Page der Automatischen Sicherung lernen.

B

Branding (Markenzeichen)

Jedes Unternehmen hat eine andere Identität birgt hierzu verschiedene Möglichkeiten – z.B. beim freien Bestimmen Ihrer Signaturen und dem Hinzufügen Ihres Firmenlogos zur Plattform.

Lernen Sie mehr zu den Branding-Optionen in der Admin-Dokumentation.

C

Eigene Entwicklungen (CD)

Wir arbeiten stetig daran Zammad zu verbessern und fügen immer weitere neue Funktionen mit jedem Release hinzu. Es gibt allerdings Kunden, die sehr spezielle Funktionen oder Anpassungen benötigen, die entweder sehr eilig oder sehr speziell für ihre Anwendung sind. Hier kann unser „Custom Development“ helfen: Wir bieten Kunden die Entwicklung eigener Funktionen zu einem zuvor vereinbarten Preis (dieser basiert auf den erwarteten Aufwand zur Fertigstellung).

Änderungslog

Mit jeder neuen Release kommt ein neues Änderungslog. Es handelt sich hierbei um eine Liste von allen Änderungen der Version – von neuen Verbesserungen hinzu zu Bug-Fixes.

Sie können diese alle auf GitHub finden!

Kunde

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.

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 steht für Computer Telephony Integration und erlaubt es Ihnen detaillierte Informationen zu Ihren eingehenden und ausgehenden Anrufen zu sammeln. Das beinhaltet zum Beispiel ein Anrufprotokoll – einer Übersicht die zeigt welche Agenten aktuell telefonieren, eine Rufnummern-Suche und einen Do not Disturb-Modus.

Lernen Sie mir auf unserer CTI Landing Page zum Thema.

Hier gibt finden Sie noch die passenden Dokumentationsseiten:

Checkmk

Checkmk ist ein mächtiges IT-Tool für Monitoring das Echtzeit-Alarme an Zammad via E-Mail oder REST-API senden kann. Konfigurieren Sie die Alarme in Checkmk und Zammad wird automatisch Tickets basierend auf der Systemgesundheit erstellen, aktualisieren und schließen.

Lernen Sie in unserer Admin-Dokumentation mehr über die Checkmk-Integration.

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.

Konfliktwarnung

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.

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 Überprüfung Ihrer Statistiken.

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 for Agents, Zammad for Admins, and the general Zammad Documentation (System Administrators, API).

E

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).

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 authenticators.

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.

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!

Bemerkung

🤓 This affects hosted environments only!

Via a read-only user in Elasticsearch, you can also integrate your favorite reporting tool (e.g. like Grafana).

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

Gruppen

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.

Learn more on our group landing page.

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.

Hinweis

🤓 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 on our documentation.

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.

H

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I

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: Benutzer Tickets um Unternehmen-Assets zu tracken.

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.

Learn more about Icinga on our 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.

J

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K

Knowledge Base

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: Knowledge Base.

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.

Hinweis

🤓 This does not apply to SaaS Zammad instances.

Learn more about Kibana on our landing page.

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

Makro

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: Makros.

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.

Learn more about Monit on our landing page.

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: @Erwähnungen und die Abonnieren Schaltfläche.

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.

Learn more about Nagios on our landing page.

O

Besitzer

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: Ticket-Einstellungen

Organisation

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.

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: Tickets verknüpfen.

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: Anrufprotokoll

Priorität

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).

Q

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R

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.

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.

S

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.

Hinweis

🤓 Self Hosted users can also use Kerberos authentication.

You can learn more about SSO on our landing page.

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: Sichere E-Mail.

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: Anrufprotokoll

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.

Learn more about SLAs on our landing page.

Status

Every ticket has a status. You can change it once you’ve updated the ticket. There are four types of status, and they are all color-coded.

Learn more about states and they color coding on this page: Status

T

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 into I look forward to your feedback.

Administrators can learn more about text modules here. Agents can learn more about this function on this page: Arbeiten mit Text Bausteinen

(Ticket) Vorlagen

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: Ticket-Vorlagen.

Tags

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: Tags

U

Benutzer

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.