Shinjiru Upgrades to Zammad Ticketing System for Faster and More Efficient Support
Shinjiru Technology Sdn Bhd is excited to announce the successful migration from the Kayako ticketing system to the Zammad helpdesk platform, completed on 9 April 2026. This milestone represents a significant upgrade in our customer support infrastructure, reinforcing our commitment to delivering faster, smarter, and more efficient service.
This transition introduces a modern helpdesk system designed to deliver faster response times, improved ticket handling, and a more seamless support experience.
Why We Moved to Zammad Ticketing System
As part of our continuous improvement strategy, upgrading from Kayako to Zammad allows us to enhance both performance and user experience across our support ecosystem.
Key improvements include:
- Optimized ticket management performance for quicker handling of requests
- Enhanced user interface and dashboard visibility for better tracking
- Advanced multi-channel support capabilities to meet diverse communication needs
- Scalable infrastructure designed to support our growing customer base
This upgrade aligns seamlessly with our broader managed IT and hosting services in Malaysia, ensuring consistent reliability across all platforms.
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Enhanced Helpdesk Experience
With the new Zammad ticketing system, customers benefit from a more efficient and structured support workflow, including:
- Faster ticket assignment and response handling
- Improved issue tracking and follow-up visibility
- Streamlined support processes for quicker resolution
- Enhanced knowledge base access and self-service options
These improvements allow our support team to serve you more effectively while maintaining high service standards.
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Benefits to Our Customers
With this ticketing system upgrade, customers can expect:
- Faster response and resolution times
- More accurate and consistent support interactions
- Improved tracking and visibility of support requests
- Enhanced reliability and security in the helpdesk system
Customers utilising our managed services and Microsoft 365 solutions will especially benefit from more efficient workflows and automated processes.
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Our Commitment to Better Support
At Shinjiru, we remain committed to delivering high-performance hosting support in Malaysia, backed by continuous improvements and proven technologies.
The migration to Zammad reflects our long-term focus on improving customer experience, operational efficiency, and service reliability.
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