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
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 TrialStarter
$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
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.
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Zammad FAQ
How does Zammad 7.0's AI ensure data sovereignty and transparency?
Zammad 7.0's AI is designed with sovereignty in mind, allowing users to choose their own Large Language Model (LLM) and providing transparency into how the AI functions. This approach ensures that AI is optional and can be enabled only where it's beneficial, without compromising data handling or bypassing human judgment.
What specific AI-powered features are included in Zammad 7.0 to assist with ticket management?
Zammad 7.0 introduces three core AI features: Ticket Summary, which condenses long threads into concise overviews; Writing Assistant, to refine drafts, fix grammar, and expand replies; and AI Agents, which automate tasks like routing, categorizing, and titling tickets, with every step documented in the ticket history.
Can Zammad be self-hosted, and what support options are available for self-hosted instances?
Yes, Zammad can be self-hosted within your own IT environment. For self-hosted installations, Zammad offers dedicated support to ensure that expert assistance is available whenever needed, providing peace of mind for organizations managing their own infrastructure.
What technologies form the foundation of Zammad's architecture?
Zammad is built on modern web technologies, utilizing WebApp/HTML5, WebSockets, and REST in the frontend for a clean and intuitive user interface. The backend is powered by Ruby on Rails, ensuring a robust and scalable platform.
How does Zammad's full-text search function, particularly with attachments?
Zammad's full-text search is highly efficient, capable of scanning not only ticket content but also their attachments. It performs searches at high speed; for example, it can search 40GB of data in less than 3 seconds.
What is the origin of the name 'Zammad' and what does it signify for the product's philosophy?
The name 'Zammad' is Bavarian for 'together.' This reflects the product's core philosophy of working collaboratively with users, customers, and the open-source community to solve problems and continuously improve the software.
Source: zammad.com