We’we began using Zammad recently and so far think it’s a great Ticketing Tool. What would be awesome would be a gamification like eg. Freshdesk has got, that will allow agents to score points for answering many tickets in a certain amount of time. It’s something that really motivates agent’s and would most likely improve productivity.
Just my personal opinion:
Glamification is great for community boards to achieve a more active community - but when you have agents for a ticket system, you mostly will also pay them. I mean sure motivation is important even during work…
But… I am not sure if a ticket system is the right thing to motivate people. I mean you could take the dashboard a little bit cheering right now already:
Just my opinion as I said - no offense! 
Let me say it this way… You are not looking close enough 
It’s not public linked, but should work. If you now how to call it 
We need to integrate it a bit more, maybe extend to the dashboard, but it’s already there.
regards
Johannes
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