We are currently using a tool called SysAid, which transitioned to an online version a few years ago. However, we are encountering numerous issues with it. The tool is large and cumbersome and no longer meets our need for a sleek and flexible helpdesk system.
One of our suppliers uses Zammad, and we are very enthusiastic about it and would like to make the switch ourselves. I looked into the hosted version, but given our experiences with SysAid, I would prefer to run it on-premise. Therefore, I would like to test this tool.
We do not use a lot of complicated features, but we would like to ensure that what we currently do is also possible in Zammad. We have several Active Directory domains within which our users are located. Some of these environments contain multiple customers. I read that customers cannot be imported via LDAP. However, is it possible to link a user to a customer using, for example, the customer number present in the LDAP connection? We could import the customers once but would like to update them later via the API (we would need to write something for that). It is important to know if it is possible for the LDAP user to log into Zammad’s end-user portal. I do not see that as an authentication provider.
We would also like to use email (Office 365), WhatsApp, and possibly chat via our website. We are wondering if all of this is possible in the standard environment if we want to host it ourselves.
Thank you very much for your consideration!
