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Zammad

zammad · Customer communication

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What is Zammad?

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.

Zammad is a web-based helpdesk for customer support teams. It collects email, web forms, live chat, SMS, Facebook, Telegram and WhatsApp messages as tickets, and adds triggers, SLAs, a knowledge base and reporting on top. It runs on your own server, and Zammad GmbH also sells hosting.

Core capabilities

  • 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.

One queue for every channel

Admins connect email accounts (including Google and Microsoft 365), web forms, a live chat widget, SMS through Twilio, Facebook, Telegram and WhatsApp through the Meta Cloud API. Triggers act on ticket changes or on escalation times, and can change fields, send email or SMS, add notes or call a webhook. Macros, text modules and templates speed up replies.

  • Email
  • Live chat
  • WhatsApp
  • Triggers
  • Macros

SLAs, knowledge base and reporting

SLAs set first response, update and solution times against a business-hours calendar, and tickets show their next escalation. The knowledge base holds draft, internal and public answers in several languages, with permissions per category. Report profiles define which tickets users can analyse, and roles and groups control who sees what. Phone systems connect through CTI integrations such as Placetel and sipgate.

  • SLA
  • Knowledge base
  • Reporting
  • Roles
  • CTI

Self-hosting and licence

Zammad is licensed under the GNU AGPLv3 and owned by the independent Zammad Foundation. Install it from DEB or RPM packages, with the Docker Compose stack (PostgreSQL, Elasticsearch, Redis and Memcached) or on Kubernetes. The docs require PostgreSQL 15 or newer and Redis 7 or newer, and recommend Elasticsearch for search. Zammad GmbH sells a cloud service and self-hosted support packages.

  • AGPL-3.0
  • Docker Compose
  • PostgreSQL
  • Elasticsearch
  • Packages

Where it fits

Use cases

  1. 01

    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.

  2. 02

    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.

  3. 03

    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.