Zammad
Web-based helpdesk and ticketing system that pulls email, chat, phone and social messages into one agent inbox.
One ticket queue for email, chat, phone and social, self-hosted or on Zammad's German cloud.
Zammad is a web-based helpdesk and customer support platform that handles email, chat, telephone and social media in one place. It suits support teams that want a Zendesk-style ticket system they can host themselves or rent from Zammad GmbH.
What it is
Zammad collects customer messages from several channels into tickets that your agents answer from one interface. The source code is owned by the independent Zammad Foundation, while Zammad GmbH does most of the development and sells hosting. A REST API and a developer manual are documented for connecting it to other systems.
Who it's for
It fits small to mid-size support or IT help desks that want to own their ticket data or choose a German-hosted cloud. It is a poor fit if you have nobody to run a server and do not want to pay for the hosted plans.
Key features
Multi-channel ticket inbox
Email, chat, telephone and social media conversations land in one ticket queue.
Docker and Kubernetes installs
The README lists Docker images, a Helm chart for Kubernetes and DEB/RPM packages.
Documented REST API
An API reference is published at docs.zammad.org for integrations.
Hosted option in Germany
Zammad GmbH runs paid cloud instances in German data centers with a free trial.
Foundation-owned source
The code belongs to the Zammad Foundation, independent of the company that sells hosting.
Optional AI features
Hosted Professional and Plus plans can switch on AI features such as ticket summaries, billed per call.
Up and running in 3 steps
Our honest verdict
What's great
- The README lists several install routes: Docker images, a Helm chart, and DEB/RPM packages, so it fits different server setups.
- The source is owned by the Zammad Foundation rather than the vendor, which matters if you worry about the licence being changed later.
- You can choose between running it yourself and a hosted plan from 7€ per agent per month, without switching products.
- Hosted plans state German data centers and ISO27001 certification, useful for teams with European data rules.
Where it falls short
- Self-hosting means running the application stack yourself, including backups and updates; the README itself points to its cloud service for people who dislike that work.
- The AGPL-3.0 licence requires you to share source changes if you offer a modified version as a network service.
- Hosted AI features are optional and cost an extra 0.03 euro per AI call on top of the per-agent price.
- Hosted plans cap agents (5 on Starter, 35 on Professional), and chat, SLAs and a knowledge base only start on higher tiers.
Pricing & license
The software is free under AGPL-3.0 if you run it yourself. Zammad GmbH sells hosted plans at https://zammad.com/en/pricing: Starter v2 7€, Professional v2 16€ and Plus v2 25€ per agent per month, excluding VAT, with AI calls billed at 0.03€ each.
Open remote AI-training roles
768 open remote AI-training roles, updated November 14, 2026; most pay $20–$175 an hour. Zekai lists them free; the application goes to the employer’s platform.
Alternatives
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Use it, or have us set it up
FAQ
Can I run Zammad on my own server?
Yes. The README lists Docker images, a Helm chart for Kubernetes and DEB/RPM packages, with installation steps at docs.zammad.org.
Does Zammad cost anything?
The software is free under AGPL-3.0. Zammad GmbH sells hosted plans, shown on its pricing page from 7€ per agent per month, excluding VAT.
Does it have AI features?
The pricing page says AI features are optional on Professional and Plus hosted plans and cost 0.03€ per AI call, for example generating a ticket summary.
