Additional Customization¶
We recommend following the Start with Zammad guide first. Once the basic setup is in place, this page points you to customization options that are commonly useful. Each topic links to the corresponding section of the documentation.
Create Custom Fields¶
Zammad lets you add new fields for different objects, such as tickets, users, and groups. For example, add a ticket category field where your agents can select from pre-defined categories. You can even make the field required to provide a solid base for statistics. Head over to the object attributes page for details.
Note: custom fields are available to self-hosted users and to SaaS customers on a Professional plan or higher.
Add Text Modules¶
Text modules are a nice time-saver for your agents. If your agents answer similar questions over and over, or you want to unify their answers, add text modules for that. Your agents can insert a text module by typing : : in the editor, followed by the name or a keyword of the text module. You can also use variables to automatically include ticket- or customer-specific text such as the ticket title or customer name. Type : : in the text module content editor to search for available variables.
Use Checklist Feature¶
Zammad’s checklist feature lets you keep track of certain tasks in a ticket. The feature allows you to create checklist templates and add links to other tickets as checklist items. If an agent tries to close a ticket that still has open checklist items, Zammad asks the agent to confirm before closing it.
Set Up Automation¶
There are different ways to automate things in Zammad, namely triggers, schedulers, and macros. In simple terms, a trigger runs on an event, a scheduler job runs on a schedule, and a macro is executed manually without any condition.
By default, there is already one active trigger that sends an auto-reply email to customers after they contact you in a new support case. Disable it if you don’t want that.
Configure AI Features¶
AI agents can work on specific routine tasks and relieve your agents so they can concentrate on more important things. The ticket summary helps when dealing with large tickets or many handovers between agents. The writing assistant helps your agents rephrase answers in various ways.
No matter which AI feature you want to use, first configure an AI provider and then check out the respective AI feature documentation.
Enable a Knowledge Base¶
A knowledge base lets your customers answer common questions on their own, before they ever open a ticket. It also gives your agents a central place for organization and support knowledge, so they don’t have to dig through scattered documents. It allows them to answer customer requests in a consistent manner.
Note: the knowledge base is available to self-hosted users and to SaaS customers on a Professional plan or higher.
Next Steps¶
Depending on your use case, you may want to customize Zammad further. The left navigation menu covers all settings and features. Just browse through it or directly jump to a specific feature to learn more.
Some examples of what you could look for next:
To provide more ways for your customers to contact you, add additional channels like WhatsApp and SMS.
To increase automation, create additional triggers, scheduler jobs and macros.
Enable additional AI features to relieve your agents so they can focus on more important tasks.
To bill the support you provide, use the time accounting feature.
Add and customize your overviews for agents. This can be useful for team leaders as well as agents who deal with a specific subset of tickets.
Don’t forget to sign up for our cloud services or get in touch with our sales team about a support contract for self-hosting Zammad.