In this part we explain the structure of Zammad.
We will use an example to show what this can look like:
The search bar (1), notifications (2), the overview (3), a link to the knowledge base (4) and a selection of the last viewed tickets (5) can be found in the left upper panel.
For more information on the search bar (1), see the article Search Bar and advanced Search.
In the notifications (2) you will receive the information when a ticket has been updated, for example, by an employee of your organization or by an ioki employee.
Under Overviews (3) you get - as the name suggests - an overview of the tickets. As marked with (3.a) there are the overviews of the own open tickets, which were created via e-mail or via the webtool Zammad by you; as well as the tickets of the whole organization, if there are several employees, who can create tickets; and an overview of all already closed tickets.
Here we distinguish between the following statuses:
new - All new tickets, which have not been processed by an ioki employee yet.
open - These tickets have already been processed, but not yet fully completed.
pending reminder - This status is similar to the so-called "follow-up". In this status a reply or information either from you as a
customer or internal on ioki's side is being waited for. Only ioki employees can set this status.
(5) shows the last selected and opened tickets. Here you can quickly and easily switch between the tickets of your choice. If you no longer want to keep a ticket in quick access, you can remove it by clicking on the X that appears when you hover the mouse over the respective ticket.
In the lower part you will find the profile settings (6) and the function to create a new ticket (7). More about this in the following articles:
Profile settings (6)
If you have any questions or feedback, please do not hesitate to contact us.
Your ioki-Team