Zammad: every customer question in one overview, with an owner.

For answering customer questions it can: tickets from email, forms and chat, with assignment, internal notes, text modules, a knowledge base and reports. Your team works in it without each user being billed separately by an American provider. If your work depends on links with particular packages, we first discuss which ones you need.

In a shared mailbox everyone can see everything, but nobody knows who is doing what. In Zammad every question has an owner, a status and a history. Colleagues see who already replied to a customer and can talk things over internally without the customer reading along. For a team of two a mailbox is often enough; with more people a ticket system is calmer.

Yes. Besides email, Zammad can receive messages through a web form on your own site and through chat. Everything lands in the same overview, so your team does not have to watch three places. How the form looks and on which pages the chat appears is up to you. We set up the link with your website.

We look after the technology: installation on your domain name, updates, a daily backup with a second copy, and monitoring. You answer the customers. Which groups exist and who sees which tickets, we set up in consultation. The cost is in a proposal you get before anything is built.

On an instance that runs for your organisation only, on Jevana servers in Hengelo. Customer questions and attachments are therefore not held by an American provider. If you ever want to leave, you can take the data with you, because Zammad is open source. How long old tickets are kept is something you set yourself.