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Communication & Community

An open-source alternative to Freshdesk

Zammad is the one project in our catalog listed as a replacement for Freshdesk. It is customer communication software with 6.1K GitHub stars. Below is how it measures against the questions people usually ask first.

Zammad

Customer communication

Answer email, chat and social messages from one shared ticket queue

Zammad is a ticketing system for teams that answer customers through several channels. Messages from email, web forms, chat, SMS and social accounts land in one queue, where agents work them with automation, SLAs and a knowledge base. The software is free to run yourself, and Zammad GmbH also offers a paid cloud service.

  • Receive tickets from email, web forms, chat, SMS, Facebook, Telegram and WhatsApp.
  • Automate with triggers, macros and SLA timers that warn agents before a ticket escalates.
  • Publish a multilingual knowledge base and control access with roles and group permissions.

What people use it for

Run a shared support inbox

Connect the support mailbox under Channels > Email and add a web form or chat widget to your site. Customer messages arrive as tickets that agents assign, reply to and close from one list.

Meet response-time promises

Create a business-hours calendar, then add an SLA with first response and solution times for a customer or group. Agents see the next escalation time on each ticket and get a warning before it passes.

Cut repeat questions with a help centre

Write answers in the knowledge base as draft, internal or public, and publish them in several languages. Link answers from tickets so agents reuse the same wording.

6.1K starsAGPL-3.0RubyNo GitHub release yetWebsite ↗Full profile →

Fact checklist

The same questions the pages with more alternatives let you sort by, answered for Zammad.

  • Does not meet: Permissive licence (MIT, Apache, BSD)Licence: AGPL-3.0 (copyleft)
  • Open-source licence (copyleft or permissive)Licence: AGPL-3.0 (copyleft)
  • Does not meet: Released in the last 90 daysNo GitHub release published
  • Does not meet: Gaining stars this weekNot enough star history yet to tell
  • Written in RubyMain language on GitHub
  • Recommended in a stackIn IT service provider

Data from GitHub and our catalog. Every listing is hand-approved. List prices are what the vendor publishes, not a quote, and self-hosting has its own running costs.