For one of the largest IT training companies in Poland, deployed an on-premises helpdesk / ticketing solution.

To swiftly and efficiently serve their customers, no customer-facing company can go without a helpdesk / ticketing solution. Such system allows to have inquiries as well as problem reports sent via email, as well as other channels, to be registered automatically, to have the ability to track such, to reply to those by agents assigned, and much more. The limited customization capabilities and high monthly cumulative cost of “Freshdesk” http://freshdesk.com/ – a helpdesk / ticketing system it used so far – necessitated search for an alternative.

The solution proposed and delivered was an on-premises deployment of “Zammad” https://zammad.com/ helpdesk / ticketing system, with email channel communication integration as well as migration of all relevant configuration and data – over 34,000 of tickets and close to 11,000 clients – from “Freshdesk” to “Zammad” through custom automated solution utilizing Python, XML and Zammad API.

Technology stack

  • Ruby 2.5.7
  • Ruby on Rails
  • Zammad 3.2.0
  • Nginx 1.14.0
  • PostgreSQL 12.1
  • Memcached 1.5.6
  • Exim 4.90
  • Freshdesk
  • Python 3
  • XML
  • Zammad API
  • Ubuntu 18.04 LTS

Industry

IT

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