Zammad
Help desk software
Contact center knowledge base software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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€5 per agent per month
Free TrialFree version
Small
Medium
Large
- Information technology and software
- Construction
- Real estate and property management
What is Zammad
Zammad is an open-source help desk and ticketing system used to manage customer support requests across channels such as email, web forms, chat, and social messaging integrations. It targets support teams that need a configurable ticket workflow, SLA handling, and agent collaboration features without adopting a full CRM or PSA suite. Zammad can be self-hosted or used via a managed cloud offering, which makes it suitable for organizations with data residency or customization requirements. It also includes a built-in knowledge base and reporting features oriented around support operations.
Open-source and self-hostable
Zammad provides an open-source codebase and supports on-premises deployment, which can be important for organizations with strict security, compliance, or data residency requirements. Self-hosting enables deeper control over upgrades, integrations, and infrastructure sizing. This deployment flexibility can be a differentiator versus suite-oriented products that are primarily SaaS-first.
Omnichannel ticket intake
The platform consolidates requests into tickets from common channels such as email and web, and it supports additional channels through integrations. Agents work from a unified queue with tagging, assignment, and internal notes to coordinate responses. This reduces the need to manage separate inboxes or tools for different contact paths.
Configurable workflows and automation
Zammad supports ticket states, groups/roles, triggers, and macros to standardize handling and reduce manual steps. SLA-related features help teams track response and resolution expectations. These capabilities fit teams that need help desk process control without adopting broader sales/marketing automation modules.
Limited native telephony depth
While Zammad can be used in contact-center contexts, it is primarily a ticketing/help desk system rather than a full call-center platform. Advanced voice features such as deep IVR design, workforce management, and comprehensive call analytics typically require third-party systems and integration work. Organizations prioritizing voice-first operations may find the native experience less complete than purpose-built call center software.
Reporting can require effort
Zammad includes standard reporting, but organizations with complex KPI requirements often need additional configuration or external BI tooling. Building custom dashboards and historical analyses may require database access, exports, or add-on components depending on deployment. This can increase time-to-insight compared with platforms that provide extensive out-of-the-box analytics across multiple business functions.
Administration needs technical skills
Self-hosted deployments require ongoing administration for upgrades, backups, monitoring, and security patching. Integrations and advanced customizations may require developer involvement and familiarity with the platform’s APIs and configuration model. Teams seeking a low-admin, suite-style environment may prefer a more fully managed approach.
Plan & Pricing
Hosted plans (Zammad cloud)
| Plan | Price | Key features & notes |
|---|---|---|
| Starter | €5 per agent/month (annual billing) or €7 per agent/month (monthly billing) | max. 5 agents; Email support (8x5 CET); Channels: Email, Web Form, SMS; 10 MB attachments + 10 GB disk space; Hosted in Germany; All prices exclude VAT. |
| Professional | €15 per agent/month (annual billing) or €17 per agent/month (monthly billing) | max. 35 agents; Email support (8x5 CET); Channels: Email, Web Form, SMS, Chat, Telegram; SLAs; Individual roles/ticket objects; Knowledge Base (monolingual); 35 MB attachments + 25 GB disk space; Hosted in Germany. |
| Plus | €24 per agent/month (annual billing) or €26 per agent/month (monthly billing) | Unlimited agents; Phone + Email support (8x5 CET); Channels: Email, Web Form, SMS, Chat, Telegram, Facebook, WhatsApp; Multilingual Knowledge Base; Integrations (GitHub/GitLab); Reporting (Grafana/Elasticsearch access options); 50 MB attachments + 50 GB disk space; Hosted in Germany. |
Self-hosted (support/consulting) packages
| Plan | Price | Key features & notes |
|---|---|---|
| Business (self-hosted support) | €2,999 per year (annual billing) | Mon-Fri service (9:00-17:00 CET); Email support; 6 hours max response time; 15 service requests; Bug escalations; Security advisories. |
| Enterprise (self-hosted support) | €5,999 per year (annual billing) | Initial assessment; Mon-Fri service (8:00-18:00 CET); Email & phone support; 4 hours max response time; 45 service requests; Bug escalations; Security advisories; 5% discount on additional services. |
| Corporation (self-hosted support) | €9,999 per year (annual billing) | Initial assessment; Mon-Fri service (8:00-20:00 CET); Email & phone support; 2 hours max response time; 95 service requests; Patch/minor/security updates; Security advisories; 10% discount on additional services. |
Notes: All hosted prices exclude VAT. Zammad is open-source and available for free self-hosting (download/source code available). Zammad offers a 30-day free trial for the hosted service (trial runs on the Professional plan by default and can be upgraded to Plus on request).
Seller details
Zammad GmbH
Berlin, Germany
2016
Private
https://zammad.com/
https://x.com/zammad
https://www.linkedin.com/company/zammad/
