Zammad
Zammad is an open-source helpdesk and customer support system. It features ticket management, knowledge base, customer portal, and integrations with various other business systems. Zammad aims to provide an affordable alternative to expensive commercial systems with similar funct
helpdesk
ticketing
knowledge-base
customer-portal
Zammad: Open-Source Helpdesk and Customer Support System
Zammad features ticket management, knowledge base, customer portal, and integrations with various other business systems, aiming to provide an affordable alternative to expensive commercial systems.
What is Zammad?
Zammad is an open-source, web-based helpdesk and customer support system. It is designed to be an affordable alternative to commercial systems such as Zendesk or Freshdesk, providing similar functionality for a fraction of the cost.
Some of the key features of Zammad include:
- Ticket management - Customers can submit support tickets via email or through a web portal. Agents can be assigned to tickets, communicate with customers, escalate to other agents etc.
- Knowledge base - An online knowledge base or wiki can be used for self-service support and to store support information.
- Customer portal - Customers can access the portal to view open tickets, read knowledge base articles, submit new tickets etc.
- Role-based access control - Agents can be assigned different roles with different access permissions.
- REST API - Zammad provides API access to integrate with other business systems.
- Works with SMTP, IMAP, POP3 emails - Email-based ticket management.
- Custom fields, views, ticket workflows - Zammad is customizable to fit business needs.
Overall, Zammad aims to provide enterprise-level helpdesk software to SMBs and teams that may not be able to afford expensive commercial options. With its open-source model and modern tech stack, it can be a cost-effective alternative while providing similar functionality.
Zammad Features
Features
- Ticketing system for managing customer support requests
- Knowledge base for self-service help
- Customer portal for account management
- SLA and escalation management
- Reporting and analytics
- Email piping and POP3/IMAP import
- REST API and webhooks
- Multi-channel support (email, social media, chat, etc)
- Customizable workflows
- Role-based access control
- Multi-language support
- Integration with LDAP, SAML, CalDAV
Pricing
- Open Source
Pros
Open source and free
Easy to install and configure
Intuitive and customizable UI
Powerful search capabilities
Flexible ticket management
Robust access control and security
Scales well for growing teams
Active development community
Cons
Limited native mobile apps
Less extensive marketplace of third-party integrations
Steeper learning curve than some commercial options
Lacks some advanced reporting features
Can require more self-management than SaaS options
Official Links
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