For version 4.0 the developers of the web-based help desk and ticket system zammad focused on functions for enterprise use. On the one hand, they intergreed grafana and kibana, for example, to generate comfortably organizational reports and evaluations. The information thus obtained can be exported and use in external dashbord if desired. Improvements in the responsive design cause both users and service agents to use the software even on mobile advances useful.
The integration of grafana can be found in zammad 4.0 generate optically attractive reports.
Another innovation since the last release are the so-called ments. Daruber tasks can already be delegated to suitable contact persons directly in the early stages of ticket processing and work together. Zammad promises significant relief for the second level support. When edit @@ name, the service agent gives a notification of the relevant employees and can follow the ticket as an observer and work on a troubleshooting. If necessary, he can born again at any time from the workflow ("strain"to). Thanks to an improved involvement of the repositories of gitlab and github, the local IES can be linked directly to zammad tickets.
The software itself is open source and is under the GNU AGPLV3. So that this remains so, the manufacturer has to give the code to a foundation, the zammad foundation. The code is available for download on github. If you like you to operate on your own servers, can with the zammad gmbh support representation. Alternatively, the company also offers a hosted variant.