Hello there. I would like try to convince our Team to use Zammad for ticketing.
Is there a recommended way to test Zammad without to much impact on daily busines?
I had the idea to create a zammad mail address and forward all Mails from our regular inbox to it. So our team could choose to work with zammad or use the normal mailbox.
Do not, also not during testing phases, read in the same mailbox like Zammad does. It will get you confused and Zammad as well.
Zammad by default sends trigger based mails to customers, so these definitely should be set to offline. Honestly, if you’re just testing, better use an independent account and do it internally without customer facing accounts. Going away from Zammad will be much easier for you, in case you decide against it.
Such a practical test like you want to do is very unusual in business areas and potentially a problem.
You may hav missunderstood me. It was the Idea to use an independent account. but with an automatic forwarding from our current inbox to it.
How much testing do you need to do? How many stakeholders are involved in this decision?
What I would recommend you do is create a test environment where a test email address which can also have some aliases sends tickets in as if they are a regular customer. For examples, I’d look into your existing closed tickets and copy/paste from there or make up some fake scenarios that occur most commonly during the regular work day. I’d have someone test out making text-modules and templates for the other stakeholders to try and use in their replies. When you send the test messages, stagger them out so that folks can experience hearing a ticket come in. Reply to some of the replies so that they can experience seeing follow-ups to the same ticket.
When we first started using Zammad, I think we just went straight into it as we were also coming from just using one email mailbox in Thunderbird. Then again, there’s only two of us. But speaking as someone who’s used it for almost two years, it wasn’t that hard to adjust to it and I completely see the benefit.
What about your team do you think would make them resistant to using an open source ticketing system like Zammad?
The Idea with the closed Tickets is good.
How do you handle newsletter?
We are four people but most newsletter are interesting or important only for three or two people. Could we handle such mails in Zammad?
Also sometimes single mails in a ticket conversation contain complience related information. How do you handle such cases? At moment, we have some Outlook directories where we store such mails.
In my current company we keep newsletters open in the normal queue and the team members basically verbally acknowledge the content and the last one closes the newsletter…
Not my favorite wayto handle it. You could tag them to have them in a dedicated overview excluded from the rest and automaticxally close those tickets after… let’s say a month or so. Depends on the flavor you prefer.