Working with tickets: Jedi Level


We have decades of experience with help desk software. Martin was instrumental in the development of OTRS and knows the power users: Beyond a certain TPD (ticket per day) rate, it’s not about the gadgetry any more. Performance separates the chaff from the wheat. I hope we can inspire you too, dear power user. And of course, version 1.0 of Zammad is just the beginning.

Permanent markup

In each ticket there are one or more key moments: A new approach has been discovered, a particularly tricky answer successfully written or a customer’s verbal abuse has reached a memorable new level. With permanent markers you can highlight the most important places in the ticket. You can display markups collectively, thereby indicating the key facts for your colleagues to note.

Permanent markup feature

::Text modules

You’re going to love this feature. With a double colon (::) you call up the list of text modules, which you can quickly browse and insert, without taking your hands off the keyboard. Our experience shows that the list of text modules is growing rapidly. What’s more, you can define text modules just for yourself - or you can share them with the entire team. After some training you’ll be writing impressive feedback with just a few keyboard shortcuts. Here the text modules are so smart that they adapt to the content of the customer’s message and the message you’ve begun to write in a context-sensitive way.

Text modules popup

Macros: automatic action sequences

This function is a kind of cousin of the text modules, except that here you enter sequences of interactions. Macros can be freely defined by you. For instance, after successfully finishing a ticket you can run a farewell macro that sends a farewell message, changes the status of the ticket to “completed” and then closes the ticket. Macros can be intuitively defined and enabled via the Admin interface. Especially for heavy users, macros make work much easier and provide significantly better performance.

Macro popup