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Zammad Comments

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Zammad Reviews

By JB205 · Feb 2017

Este servicio de asistencia solo tiene unos meses para escribir esto, pero es muy prometedor. Me gusta que están adoptando el estilo de "tablero de mandos" de la aplicación web en lugar del estilo tradicional de servicio de asistencia que solo lo incluye en una lista de tickets. Es agradable ver una vista general y un flujo de actividad antes de sumergirse. Instalar fue un problema en el culo. Lo intenté con Ubuntu y fallé. Finalmente lo conseguí trabajando en CentOS7. No soy un genio de Linux, por lo que su kilometraje puede variar. Como agente, las vistas de tus tickets recuerdan a una bandeja de entrada de correo electrónico y el método para actualizar tickets y agregar notas es más parecido a un híbrido de correo electrónico / chat. La interfaz de usuario es un poco confusa: me tomó un tiempo averiguar cómo responder a un boleto por correo electrónico, pero creo que la idea general es sólida.
Solo se necesitarán algunos ajustes de la interfaz de usuario para hacerlo bien. Hay algunas funciones que deberían completarse con un solo clic que requieren más (es decir, presione el botón + y luego presione "Nuevo ticket". ¿Por qué dos clics cuando el nuevo ticket es la única opción?) Los administradores pueden crear "Vistas generales" personalizadas que son esencialmente búsquedas guardadas. Puede tener una visión general de "mis tickets", "sin asignar y abierta", etc. Puedo ver que esto es útil para los MSP donde puede crear vistas generales para varios clientes (es decir, "Open Tickets para la Compañía A") o búsquedas basadas en la duración de tiempo un boleto ha estado abierto para encontrar boletos pasados. No he probado la función de chat en vivo, pero se ve bien. Mi mayor queja es la del lado del cliente.
Está construido sobre la misma base que el agente y se parece mucho a una bandeja de entrada de correo electrónico. Si bien creo que eso funciona para los agentes, es un desastre para los clientes. La interfaz del cliente debe ser simplificada y una vista simple y simple de los boletos abiertos. Voy a vigilar este proyecto. No creo que llamar a este producto de la versión 1.0+ sea correcto. Todavía debería ser considerado en desarrollo en mi opinión. Voy a seguir con OSTicket por ahora, pero me gustaría cambiar a Zammad porque me gusta más el concepto del flujo de trabajo. Tengo la esperanza de que a medida que el producto madure, resolverán los problemas.

Zammad

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