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Zammad

German open-source helpdesk that treats mail, chat and social as one ticket queue.

Open sourceSelf-hostable
zammad.org
Price
Not checked
No verified figure yet — corrections welcome.
Based in
Germany
Category
Messaging & Meetings
Chat, calls, and the rooms teams actually work in.
Source & hosting
Open source · Self-hostable

Business overview

Zammad is a web-based helpdesk and ticketing system: requests from email, web forms, chat, SMS, Telegram and social channels land in one queue instead of several inboxes. Agents work across multiple tickets in tabs, with templates, macros, text modules, tags and full ticket history around them, and core workflows control which fields each group sees. The code is open source and installs on your own servers from source or packages for Debian, Ubuntu and CentOS, or as a Docker container; a hosted version is also offered from data centres in Germany.

Zammad says it is used by more than 2,000 organisations and 50,000 users, with the interface available in over 40 languages and the language of incoming tickets detected automatically. There is a knowledge base, SLA handling, time accounting, duplicate detection, checklists and a full-text search that also scans attachments — 40 GB in under three seconds, by the vendor's figure. A REST API and webhooks cover custom work, with integrations for Microsoft 365 and Teams, GitHub, GitLab, Grafana, Kibana and WhatsApp Business, plus single sign-on over SAML, OpenID Connect or Shibboleth, two-factor authentication, S/MIME and PGP. AI features — a writing assistant, ticket summaries and agents run from triggers or macros — are optional and billed per call.

The project is German, and both ways of running it are priced in the open: hosted plans run from €7 to €25 per agent per month depending on agent limits and channels, with a 30-day trial on the Professional plan, while the self-hosted version is free to download and paid support contracts start at €2,999 a year. Hosted instances run in ISO 27001-certified data centres in Germany and are offered as GDPR-compliant. Downloads and release packages are published at zammad.org.

Value proposition

The switch is about where the tickets live: the same helpdesk runs from open source on your own servers, so support data stays in your infrastructure, with paid support sold as a flat annual contract instead of a per-agent subscription.

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