Zammad
Your powerful open-source helpdesk for great customer service and efficient team collaboration.
Executive Summary
Zammad is an open-source, web-based helpdesk and ticketing system designed to streamline customer support and internal processes. It caters to businesses of all sizes, from SMBs to enterprises, offering multi-channel support, a robust knowledge base, and comprehensive reporting. Its key differentiators include its open-source flexibility, modern user interface, strong focus on data privacy, and deployment options ranging from free self-hosted to fully managed cloud plans.
Use Cases
- Product and Service Support: Managing customer inquiries and issues for various products and services.
- IT Service Desk: Handling internal IT support requests, incident management, and problem resolution.
- Internal Process Digitization: Streamlining and documenting requests for internal departments like HR, facilities, or administration.
- Managed Service Providers (MSPs): Providing centralized support for multiple clients and their diverse needs.
- Customer Relationship Management: Maintaining a comprehensive history of customer interactions and profiles for personalized support.
- Knowledge Management: Creating and maintaining a self-service knowledge base for both customers and internal teams.
Features
Visibility
- Customizable Overviews: Create tailored lists and overviews for agents and customers, acting as a to-do list for tasks and providing quick access to relevant information.
- Full-text Search: Powerful search capability that scans not only tickets but also their attachments, enabling rapid retrieval of information across all data.
- Reporting & Analytics: Generate statistics, track performance, and gain insights into ticket volumes and agent efficiency, with options for deeper analysis via external tools like Grafana.
- Historization of Changes: Maintains an audit-proof history of all changes made to tickets, tracking who made which changes and when, crucial for compliance and accountability.
Intelligence
- Automatic Language Detection: Automatically detects the language of incoming tickets to facilitate appropriate routing and responses, enhancing efficiency in multilingual support environments.
- Duplicate Detection: Automatically recognizes and warns about duplicate tickets during creation, helping to maintain a clean overview and prevent redundant work.
- Triggers & Schedulers: Automate workflows and actions based on predefined conditions, such as ticket status changes, time-based events, or specific content, to streamline operations.
- Autosave: Automatically saves all work in progress, preventing data loss due to unexpected logouts or browser crashes, ensuring continuity for agents.
Support
- Knowledge Base: An extensive, often multilingual, knowledge base allows agents and customers to find answers to common questions, reducing ticket volume and improving self-service.
- Text Modules & Macros: Predefined text modules and macros enable agents to quickly insert common responses or execute sequences of actions, significantly speeding up response times.
- Multi-channel Communication: Supports communication across various channels including email, chat, social media (Facebook, Twitter, Telegram, WhatsApp), and phone, consolidating all interactions in one place.
- SLA Management: Configure and monitor Service Level Agreements to guarantee specific reaction and solution times for customers, with escalation management to ensure compliance.
Technical Specifications
- Architecture
- Open-source, web-based helpdesk solution with a modular design, supporting both self-hosted and cloud-native SaaS deployments.
- Deployment
- Hybrid
- Authentication
- SSO, SAML 2.0, OpenID Connect, OAuth 2.0, MFA (2FA), LDAP, HTTP Token Authentication, HTTP Basic Authentication
- API Available
- Yes
- MCP Server
- No
AI/ML Stack
- NLP
Integrations
- Slack
- Microsoft Teams
- i-doit
- Placetel
- Sipgate
Security & Compliance
Certifications: ISO 27001, GDPR
Encryption: SSL encryption for data in transit and at rest (for hosted plans), S/MIME and PGP for email encryption.
Pricing
- Model
- Per agent/month, tiered subscription
- Starting Price
- Hosted plans from €5-€24/agent/month (billed annually), free self-hosted option.
- Target Customer
- SMB to Enterprise
- Contract Type
- Annual (monthly available at higher price)
- Free Trial
- Yes, 30 days (credit card required)
About Zammad
Zammad is an open-source helpdesk and customer support platform that provides ticketing, multichannel communication, and workflow automation for businesses. It is offered both as self-hosted software and a hosted SaaS solution, targeting IT teams and customer service departments.