Zammad
Open-source helpdesk with email, chat, and phone ticketing, hosted on German servers.
📍 Germany 🇩🇪, Berlin
Product overview
Zammad is an open-source helpdesk system built in Berlin by a team led by Martin Edenhofer, who previously created the original OTRS project. The software handles tickets from email, chat, telephone, SMS, and social media (Facebook, Telegram, WhatsApp) in a single interface with full-text search that scans attachments. Zammad is available as a hosted SaaS starting at €5 per agent per month, or as a free self-hosted installation under the AGPL-3.0 license. The SaaS version runs on servers in German data centers with ISO 27001 certification, making it a common choice for organizations with strict data residency requirements. The company also maintains a separate Zammad Foundation to guarantee the software stays open source. Typical users include IT departments, customer support teams, and public sector organizations in German-speaking countries. The hosted plans range from Starter (€5) to Plus (€24) per agent per month, with a 30-day free trial on the Professional tier. KEY FEATURES: - Omnichannel ticketing for email, chat, phone, SMS, and social media - Full-text search across tickets and file attachments - Knowledge base with multilingual support - SLA management, triggers, and scheduled automations - REST API and integrations with Slack, i-doit, and monitoring tools
