Elke klant verdient persoonlijke aandacht
Zammad is het hart van uw klantcommunicatie. Als omnichannel helpdesk bundelt het alle klantcontacten - email, telefoon, chat, social media - in één overzichtelijke inbox.
| Kanaal | Functie | Setup |
|---|---|---|
| Automatische ticket creatie | IMAP/SMTP config | |
| Telefoon | CTI integratie | Via n8n webhook |
| Live Chat | Widget op website | JavaScript snippet |
| Direct messages | OAuth connectie | |
| Messenger integratie | Page token |
| Status | Beschrijving | SLA Impact |
|---|---|---|
| New | Ticket binnenkomst | Timer start |
| Open | Agent pakt op | Timer loopt |
| Pending | Wacht op klant | Timer pauze |
| Closed | Opgelost | CSAT survey |
| Priority | Response Time | Resolution Time |
|---|---|---|
| P1 - Urgent | 1 uur | 4 uur |
| P2 - High | 4 uur | 8 uur |
| P3 - Normal | 8 uur | 24 uur |
Escalatie:
Wanneer een klantticket een technisch probleem blijkt, kan het direct geescaleerd worden naar development:
Trigger: Voeg een interne notitie toe met @ticket prefix:
@ticket Dit is een bug in de login module
of met specifiek project:
@ticket project:backend API timeout bij hoge load
Klantgegevens synchroniseren naar CRM:
Real-time notificaties voor teamcommunicatie:
| Event | Mattermost Kanaal | Bericht |
|---|---|---|
| Nieuw P1 ticket | #support-urgent | Urgent: titel |
| SLA warning | #support | SLA: 20 min remaining |
| Ticket closed | #support | Resolved: titel |
# Token-based authentication
curl -H "Authorization: Token token=YOUR_API_TOKEN" \
https://zammad.example.com/api/v1/tickets
# Alle tickets
GET /api/v1/tickets
# Specifiek ticket
GET /api/v1/tickets/{id}
# Ticket aanmaken
POST /api/v1/tickets
{
"title": "Onderwerp",
"group": "Support",
"customer": "klant@example.com",
"article": {
"body": "Ticket inhoud",
"type": "note"
}
}
# Notitie toevoegen
POST /api/v1/ticket_articles
{
"ticket_id": 123,
"body": "Interne notitie",
"type": "note",
"internal": true
}
# Tags beheren
GET /api/v1/tags?object=Ticket&o_id={ticket_id}
POST /api/v1/tags/add
{
"object": "Ticket",
"o_id": 123,
"item": "mattermost"
}
Zammad ondersteunt custom velden voor extra metadata:
| Veld | Type | Gebruik |
|---|---|---|
| redmine_id | Integer | Link naar Redmine issue |
| customer_segment | Select | Enterprise/SMB/Startup |
| product_version | Text | Betreffende versie |
Gebruik Zammad triggers voor automatisering:
Trigger: Auto-assign by keyword
Condition:
- title contains "billing"
Action:
- Set group: Finance
- Set owner: finance-team@example.com
Standaard antwoorden versnellen de afhandeling:
Macro: "Awaiting Customer Response"
Actions:
- Set state: pending reminder
- Set pending time: +3 days
- Add tag: waiting-customer
- Send email: "We wachten op uw reactie..."
Zammad's ingebouwde Knowledge Base reduceert ticket volume:
-- Ticket volume per dag
SELECT
date_trunc('day', created_at) as datum,
COUNT(*) as tickets,
COUNT(*) FILTER (WHERE priority_id = 1) as urgent
FROM tickets
WHERE created_at > NOW() - INTERVAL '30 days'
GROUP BY 1
ORDER BY 1;
-- Agent performance
SELECT
u.firstname || ' ' || u.lastname as agent,
COUNT(t.id) as tickets_handled,
AVG(EXTRACT(EPOCH FROM (t.close_at - t.created_at))/3600) as avg_resolution_hours
FROM tickets t
JOIN users u ON t.owner_id = u.id
WHERE t.close_at IS NOT NULL
AND t.created_at > NOW() - INTERVAL '30 days'
GROUP BY u.id, u.firstname, u.lastname
ORDER BY tickets_handled DESC;
-- SLA compliance
SELECT
date_trunc('week', created_at) as week,
COUNT(*) as total,
COUNT(*) FILTER (WHERE first_response_escalation_at IS NULL) as sla_met,
ROUND(100.0 * COUNT(*) FILTER (WHERE first_response_escalation_at IS NULL) / COUNT(*), 1) as compliance_pct
FROM tickets
WHERE created_at > NOW() - INTERVAL '12 weeks'
GROUP BY 1
ORDER BY 1;
| Probleem | Oorzaak | Oplossing |
|---|---|---|
| Emails komen niet binnen | IMAP config | Check fetchmail logs |
| Attachments te groot | Limit overschreden | Verhoog max_attachment_size |
| Slow performance | Database | Run zammad run rake db:vacuum |
# Applicatie logs
docker logs asd-zammad
# Email processing
docker exec asd-zammad tail -f /var/log/zammad/production.log
# Scheduler
docker exec asd-zammad tail -f /var/log/zammad/scheduler.log