4.4
Overall rating
(5)
Reviews

4.4
Overall rating
(5)
Reviews

About Zammad

Zammad is a web-based open-source helpdesk and customer service software designed for companies of all sizes across many industries. Zammad offers key features like ticket management, autosave, full-text search, template creation, external authentication, time recording, smart chat, reporting, and more. Users can create tickets via email, web forms, chat, or phone. Emails are automatically linked to the appropriate tickets. Agents can set up saved replies, tags, and macros to streamline response times. The knowledge base allows administrators to provide customers with answers to common questions. The reporting provides managers insights into ticket volumes, response times, and agent workloads. Zammad works on all major operating systems and is mobile-friendly for agents on the go. Zammad’s open application programming interface (API) also allows for integration with third-party applications and uses technologies such as WebApp/HTML5, WebSockets, and REST in the front end, while the back end works with Ruby on Rails.
Zammad Software - Zammad Dashboard
Zammad Software - Zammad Ticket View with Text Module
Zammad video
Zammad Software - Zammad Dashboard - thumbnail
Zammad Software - Zammad Ticket View with Text Module - thumbnail

Zammad pricing

Zammad has a free version and offers a free trial. Zammad paid version starts at US$5.80/month.

Starting Price:
US$5.80/month
Free Version:
Yes
Free trial:
Yes

Alternatives to Zammad

Zammad Reviews

Feature rating

Value for Money
5
Functionality
4.4
Ease of Use
4.8
Customer Support
4.3
5 reviews of 5
Christoph
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 16/07/2021

Perfect on-premise and opensource helpdesk software

We used freshdesk before and had to book the paid version because we want to use the API to align our help desk with our CRM System. But we would prefer to have an on-premise solution therefore we looked for an alternative.
As we found zammad it totally surprises us. Self-hosted, super stable, easy to use, if you don't need support even free to use... We love it.

Pros

First of all I love Zammad because it is a self-hosted and opensource software. After some month of working with zammad I love the ease of use and the flexible text modules. I need only seconds to answer one of our standard questions.

Cons

There is nothing that is really bad. One thing that could be improved would be the automatic emails. These are not customizable or at least it is not that easy to customize them.

Alternatives Considered

Help Scout and Zendesk Suite

Reasons for Choosing Zammad

Zammad can be self-hosted, has a great api and is free to use as we don't need any support.

Switched From

Freshdesk

Reasons for Switching to Zammad

both have no self-hosted version, both are not german companies...
Ismail
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

3
Reviewed on 22/11/2022

Feedback

Pros

It is very helpful to communicate with client and create ticket for do next step.

Cons

Sometimes it’s take load while using and slowness issue if tickets are incresing

Mildred
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 19/02/2021

Love the Feel and Look

Fast! Clean! Users are loving it

Pros

Modern and Easy to use! We are just deploying the System and so far we find it very agile and user friendly.
Love the look and the interface

Cons

We will love to have and easy integration with inventory software. Well even better if it was inside Zammad.

Bernhard
  • Industry: Construction
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 14/07/2021

Ticketing 2021

We use Zammad to manage IT Tickets within our company. Zammad is simple to use and setup and helps us manage all related communications within time

Pros

Coming from OTRS the concept behind the software is easily captured.
Multiple input channels - web, SMS, twitter, you name it!
A modern user interface that is easy to set up and use, including tools like precise reports.
And, hey, there is a Knowledge Base implemented!

Cons

There sure is some air upward, but at the moment I do not see any Cons

Sascha
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
3
Ease of Use
4
Customer Support
4

4
Reviewed on 27/11/2023

Gutes Ticketsystem mit kleinen Schwächen

Im Gesamten ein gutes Ticketsystem. Es ist leicht einzurichten und die Funktionen sind mehr als ausreichend.

Pros

Gute Übersichtlichkeit durch eigene Übersichten. Einfach zu erstellende Workflows und Automatismen.

Cons

Tickets die auf warten stehen öffnen sich leider nicht automatisch nach Ablaufen der Zeit. Mehre Signaturen nur umständlich einrichtbar.

Alternatives Considered

Reasons for Choosing Zammad

OTRS war für uns zu unübersichtlich. Die Starre Oberfläche gefiel uns nicht mehr.

Switched From

Reasons for Switching to Zammad

Reine Preisentscheidung. Freshdesk war für unsere Zwecke einfach zu teuer.

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