Zammad
UnclaimedPowerful helpdesk and ticketing software for exceptional customer service and team productivity.
Visit WebsiteTL;DR - Zammad
- Centralizes multi-channel customer communication for efficient support.
- Boosts team productivity with features like automation, reporting, and integrations.
- Offers an intuitive interface and upcoming AI assistance to empower support agents.
Pricing: Paid only
Best for: Enterprises & pros
4.5/5 across review platforms
What is Zammad?
Zammad is a comprehensive helpdesk and ticketing software designed to streamline customer support and enhance team productivity. It centralizes communication from various channels, allowing businesses to manage customer inquiries efficiently. The platform offers robust features for ticket management, reporting, and user rights, ensuring that support teams have everything they need to provide fast and knowledgeable assistance.
Zammad is suitable for a wide range of businesses, from product and service support to wholesale, retail, and IT service desks. It helps organizations digitize internal processes, manage requests, and improve overall customer satisfaction. With upcoming AI features, Zammad aims to further empower agents by automating repetitive tasks like ticket summarization, prioritization, categorization, and assignment, while keeping human oversight central to the support process.
The software emphasizes an intuitive, quick, and easy-to-use interface, enabling teams to focus on customer needs. It integrates with numerous third-party applications and communication platforms, providing a unified view of all customer interactions and operational data.
Available on: Web, iOS, Android
Pros & Cons
Pros
- Connects all communication channels into one platform.
- Enhances team productivity with automation and smart features.
- Provides helpful reporting and insights for better control.
- Intuitive, quick, and easy-to-use interface.
- Offers a free trial to get started quickly.
Cons
- Specific pricing details are not immediately available on the homepage.
- Advanced AI features are still in beta and not fully released yet.
Ratings Across the Web
4.5(16 reviews)
Ratings aggregated from independent review platforms. Learn more
Preview
Key Features
Multi-channel communication integrationTicket historization of changesSLA / Escalations managementKnowledge BaseFull-text searchTime accountingParent / Child Relationship for ticketsREST API
Pricing Plans
Free TrialPricing checked Jul 31, 2026
Starter
$5
- max. 5 agents
- Email support (8x5, CET)
- Channels: Email, Web Form, SMS
- Text modules, macros, multilingualism, ticket history, mentions/watch, trigger, schedulers, business hours, branding
- 10 MB attachments + 10 GB disk space
- Data center in Germany, SSL encryption, device management, two-factor authentication (2FA)
Professional
$15
- max. 35 agents
- Email support (8x5, CET)
- Channels: Email, Web Form, SMS, Chat, Telegram
- Text modules, multilingualism, ticket history, mentions/watch, trigger, macros, schedulers, business hours, branding
- Service Level Agreements (SLAs)
- Individual roles, individual ticket objects
- Knowledge Base (monolingual)
- 35 MB attachments + 25 GB disk space
- ISO27001-certified Data center
- Data center in Germany, SSL encryption, device management, two-factor authentication (2FA)
Plus
$24
- Unlimited agents
- Phone support (8x5, CET)
- Email support (8x5, CET)
- Channels: Email, Web Form, SMS, Chat, Telegram, Facebook, WhatsApp
- Text modules, macros, multilingualism, trigger, ticket history, mentions/watch, schedulers, business hours, branding
- Core Workflows
- Service Level Agreements (SLAs)
- Integration with GitHub/GitLab
- Individual roles, individual ticket objects
- Expert-Mode for Conditions (AND/OR)
- Knowledge Base (multilingual)
- Zammad Standard Reporting
- Deeper Reporting possibilities (with Elasticsearch access via Grafana)
- 50 MB attachments + 50 GB disk space
- ISO27001-certified Data center
- Data center in Germany, SSL encryption, device management, two-factor authentication (2FA)
Business
$2,999
- Service: Mon-Fri (9.00 - 17.00 CET)
- Email support
- 6 hours max. response time
- 15 service requests
- Bug escalations
- Security advisories
Enterprise
$5,999
- Initial assessment
- Service: Mon-Fri (8.00 - 18.00 CET)
- Email and phone support
- 4 hours max. response time
- 45 service requests
- Bug escalations
- Security advisories
- 5% discount on additional services
Corporation
$9,999
- Initial assessment
- Service: Mon-Fri (8.00 - 20.00 CET)
- Email and phone support
- 2 hours max. response time
- 95 service requests
- Bug escalations
- Patch level, minor release, and security patch updates
- Security advisories
- 10% discount on additional services
Reviews
4.5/5
Across 16 verified user reviews on g2, capterra
Add your hands-on experience to help the next buyer.
Best Zammad Alternatives
Top alternatives based on features, pricing, and user needs.
ZendeskPaid
Complete customer service solution
FreshdeskFreemium
Intuitive customer support software
FrontPaid
Unify customer conversations, automate workflows, and boost team efficiency
FreshServiceFreemium
AI-powered ITSM platform for simple, scalable IT service and business team collaboration.
Jira Service ManagementFreemium
Unite teams on a single AI-powered platform to deliver service at scale.
KustomerPaid
Unified CRM customer service with AI assistance
Explore More
Zammad FAQ
How does Zammad help streamline customer support operations?
Zammad centralizes communication from various channels into a single platform, allowing businesses to manage customer inquiries efficiently. It provides robust features for ticket management, reporting, and user rights, which helps support teams deliver fast and knowledgeable assistance. This consolidation of tools enhances overall team productivity.
Which teams benefit most from using Zammad?
Zammad is suitable for a wide range of businesses and teams, including product and service support, wholesale, retail, and IT service desks. It helps organizations digitize internal processes and manage requests, making it ideal for any team focused on customer satisfaction and efficient request handling.
How is Zammad priced?
Zammad is a paid product and does not include a permanently free tier. While specific pricing details are not immediately available, it offers a free trial for users to get started quickly and evaluate its features.
How does Zammad compare to Zendesk for customer support?
Zammad, like Zendesk, is a comprehensive helpdesk and ticketing software designed to streamline customer support. Zammad emphasizes connecting all communication channels into one platform and offers an intuitive interface, while also providing helpful reporting and insights for better control over operations.
What kind of limitations should users be aware of with Zammad?
One limitation is that specific pricing details are not immediately available, requiring users to explore further for cost information. Additionally, Zammad's advanced AI features, which aim to automate tasks like ticket summarization and prioritization, are currently in beta and not yet fully released.
Can Zammad integrate with other applications and communication platforms?
Yes, Zammad integrates with numerous third-party applications and communication platforms. This capability provides users with a unified view of all customer interactions and operational data, enhancing the overall support workflow and data management.
How will Zammad's upcoming AI features enhance agent productivity?
Zammad's upcoming AI features are designed to empower agents by automating repetitive tasks. These include ticket summarization, prioritization, categorization, and assignment, all while ensuring human oversight remains central to the support process.
Source: zammad.com