Sorry, yes, I meant customers. And so far, the way we handle incoming service requests, is that customers can email service@, sales@, support@, etc. and it directly gets converted into a Zammad ticket for either myself or the other person working at our org to triage. Voicemails to our PBX get attached as a .wav file and are emailed to us with the PBX name as a customer, and a form that folks can fill out for a specific purpose are emailed to us as well.
We take notes internally on the ticket and then when it’s time to reach back out to the customer, we use Zammad to send them an external message by email. The way we’ve created how the response gets sent, the customer doesn’t even know that Zammad exists and that it’s an option.
That’s not to say that as part of the process, a savvy customer can’t realize that Zammad is powering our ticket response system. We got an incoming ticket from a customer that way and they seem to have figured out how to use it on their own. However, because most of this incoming flow of customers are from regular, non-techie folks who started using the Internet in the 1980s and 1990s, we’ve deliberately created some restrictions on them finding out how they can log into Zammad and use it.
Did any of that make sense? What else would you like to know? I’ll be able to respond at the end of the workday.