AI TOOL PROFILE
Zammad Helpdesk: Ticket Management and Customer Support
- Customer Support
- Help Desk
- Small businesses
- Mid-market companies
- Enterprise companies
- Customer support teams
Pricing
SaaS and self-hosting pricing plans are available. A free 30-day trial is available.
At a glance
- Best for
- Small businesses, Mid-market companies, Enterprise companies, Customer support teams
- Key use cases
- Customer Service Management, IT Service Desk, Internal Operations
- Integrations
- GitHub, GitLab, Microsoft 365, Microsoft Teams, WhatsApp Business
- Official website
- Visit zammad official website
How AI is used
Zammad is a helpdesk system designed to centralize communication from various channels into a single ticket management interface. It provides tools for organizing requests, such as ticket assignment, priority levels, and internal notes, which helps teams stay aligned on customer issues.
The software supports a range of users, including startups, small businesses, and enterprises. It offers both SaaS and self-hosting deployments, allowing companies to choose based on their security or infrastructure needs.
Beyond basic ticketing, the platform includes AI tools to assist with writing and summarizing long threads, as well as a knowledge base for agents and customers. It also features a mobile view for managing tickets via browser-based access on mobile devices.
Buyers should confirm whether a managed cloud service or a self-hosted environment is preferred and verify if the available integrations fit their existing tool stack.
Key Features
Omnichannel Ticket Management
Centralizes requests from email, chat, and social media into a single system with ticket assignment and priorities.
AI Support Tools
Includes an AI Writing Assistant for polishing replies, AI Ticket Summaries for long threads, and AI agents to help automate routine work.
Full-Text Search
Scans both tickets and their attachments to help agents find specific information.
Knowledge Base
A searchable repository of information accessible to both support agents and customers.
Security and Compliance
Supports GDPR compliance, two-factor authentication, SSO, and email encryption via S/MIME and PGP.
Flexible Hosting
Available as a SaaS solution managed by the vendor or as a self-hosted installation on a business's own servers.
Use Cases
Customer Service Management
Handling external support requests across email and social media channels in one central location.
IT Service Desk
Managing internal IT requests and technical tickets using priority levels and ticket categories.
Internal Operations
Organizing internal business requests and tasks through a structured ticketing system.
Integrations
- GitHub
- GitLab
- Microsoft 365
- Microsoft Teams
- WhatsApp Business
- Telegram
- LDAP
- SAML
- OpenID Connect
- Sipgate
- Placetel
- Nagios
- Checkmk
- Monit
- Icinga
- Clearbit
- Exchange
- iCal
- Grafana
- Kibana
- CSV import
FAQ
Does Zammad offer a free trial?
- Yes, Zammad provides a free 30-day trial for users to test the platform.
Can Zammad be installed on my own servers?
- Yes, Zammad offers a self-hosting option for businesses that want to run the software in their own IT environment.
Is Zammad GDPR compliant?
- Yes, Zammad is made and hosted in Germany and is GDPR-compliant.
What AI features are included in Zammad?
- Zammad includes an AI Writing Assistant for polishing messages, AI Ticket Summaries for long threads, and AI agents to help automate routine ticket work.
Source category: Customer Support
Source subcategory: Help Desk
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