Zammad

Zammad is a helpdesk and ticketing system that consolidates support requests from email, chat, phone, and social media into a single interface. It includes workflow automation, knowledge base, and customer self-service features. Zammad is an education-specific Beta component in openDesk Edu.

Key Features

Multi-channel support: Handle tickets from email, web forms, live chat, telephone, and social media in one place.
Workflow automation: Define triggers and automations for ticket routing, escalation, and status changes.
Knowledge base: Built-in knowledge base for self-service articles and FAQs.
SLA management: Set service level agreements with response and resolution time tracking.
Customer portal: Self-service portal where users can submit and track their own tickets.

Integration with openDesk Edu

Zammad integrates with openDesk Edu through Keycloak-based SSO using SAML 2.0 and OIDC. Support staff and users access the helpdesk from the unified Nubus portal. It deploys as a modular Helm chart as an education-specific Beta component. Persistent ticket data and the knowledge base are backed up through k8up.