Centralised cases
Requests, tasks, responsibilities and history are kept traceable in one place.
Managed Zammad
Professional ticketing under your domain and your brand.
infrahost operates Zammad for IT providers that want to organise support professionally — without having to manage installation, updates, backup and platform monitoring themselves.
Service management
A ticketing system that grows with your IT business.
Email inboxes and personal notes only scale so far. Zammad creates traceable cases, clear responsibilities, priorities and a shared knowledge base for your team.
infrahost provides the platform and takes care of technical operations. Your company defines support processes, groups, roles, templates and customer communication.
Scope of service
From installation to an operable support platform.
We focus on a stable technical foundation and a clean handover to your support team.
Mail channels
Support addresses are connected to Zammad and assigned to the appropriate groups.
Your own domain
The ticketing system can, for example, be reached at support.yourcompany.ch.
Technical operations
infrahost handles installation, platform maintenance and coordinated updates.
Backup
Database, attachments and configuration are protected according to the agreed backup strategy.
Monitoring
Availability and core platform services are monitored.
White-label delivery
Your support portal — not a third-party hosting portal.
Domain, logo, colours and contact information are adapted to your IT company’s identity. Email addresses and system notifications can be configured accordingly as well.
Your customers interact with your support organisation. infrahost remains the technical operator in the background and steps in only through the agreed escalation path.
- Support domain under your corporate domain
- Logo and core styling in the partner’s identity
- Your own support and sender addresses
- Roles and groups aligned with your team
- Technical escalation through infrahost
Operations
A clear separation between support process and platform operations.
You know your customers and support processes. We know the technical platform. This separation creates clear responsibilities and prevents updates or backups from being neglected in day-to-day operations.
Provisioning
Instance, domain, certificate, core mail integration and administrative access are configured.
Configuration
Groups, roles and processes are coordinated with your team; business-specific content remains with you.
Maintenance
Technical updates are planned and carried out with the deployed integrations in mind.
Recovery
Backups and the recovery path are defined according to the criticality of the ticketing system.
Transparency
Ticket data often contains sensitive customer information.
Access rights, administrator roles, mail integration and backup locations are therefore planned deliberately. The specific data location and any customer requirements are considered before launch.
Frequently asked questions
Questions about Managed Zammad.
For binding details on architecture, scope and service levels, we discuss your specific environment.
Ask a technical questionCan an existing Zammad instance be migrated?
In principle, yes. Version, database, attachments, integrations and mail channels need to be assessed first. We then create a migration and rollback plan.
Does infrahost also help design support processes?
We support the technical implementation. The business design of support processes, SLA and customer communication remains primarily with your IT company.
Are updates automatic?
Updates are planned rather than installed blindly. Before major version changes, we assess dependencies and agree on a maintenance window.
Can Zammad be combined with other services?
Yes. Monitoring alerts, dedicated DNS and mail configurations, and coordinated backup and service-level concepts are particularly useful combinations.
Next step
Your support deserves a platform that fits your brand.
We discuss users, mail channels, branding, migration and operational scope.