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Zammad

zammad.com

From €9/mo Free trial Open source WebWindowsmacOSLinuxAPISelf-hosted
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Spec score 8.5 #7 of 27 in Customer Service - Enterprise Software

What it is

Zammad is a support platform for customer service, IT support, and internal operations. Teams can handle requests from multiple channels, assign and prioritize tickets, and add internal notes. Templates, bulk actions, and automation are available to cut down on repetitive support tasks, and the product includes a knowledge base. Its web app supports more than 40 languages. Hosted plans start at €7 a month (billed Annually): Starter v2 supports up to 5 agents, Professional v2 up to 35, and Plus v2 has no agent limit. Their listed channels and storage allowances vary by plan. A free plan and a 30-day trial are listed. Zammad also has a self-hosted version for customer servers, where the customer handles updates, backups, and availability. Listed platforms include API, Linux, self-hosted, and web. The product provides a REST API and lists integrations such as LDAP, Sipgate, Checkmk, and Nagios. Zammad 7.0 includes AI agents, ticket summaries, and a writing assistant; optional AI features cost €0.03 per AI call.

Spec sheet

What it does
Zammad is a web-based open-source helpdesk and ticketing platform for customer inquiries, internal service processes and cross-team communication.Read 21 Oct 2026 · zammad.com
Purpose
Zammad is a central support platform for customer service, IT support, and internal operations.Read 8 Oct 2026 · zammad.com
Integrations
Zammad provides a REST API and lists integrations including LDAP, Sipgate, Placetel, Checkmk, Monit, and Nagios.Read 8 Oct 2026 · zammad.com
Security
The Starter hosted plan lists German data center hosting, SSL encryption, device management, two-factor authentication, and an ISO27001-certified data center.Read 8 Oct 2026 · zammad.com
Support
The hosted Starter and Professional plans list email support, while Plus lists phone support, all with 8x5 CET coverage.Read 8 Oct 2026 · zammad.com
Headquarters
Berlin, GermanyRead 28 Sep 2026 · zammad.com
Founded
2016Read 28 Sep 2026 · zammad.com
Company
The company milestones page says Zammad GmbH was founded in October 2014 as the commercial counterpart to the Zammad Foundation.Read 8 Oct 2026 · zammad.com
AI
Zammad 7.0 includes AI agents, ticket summarization, and a writing assistant, with free choice of LLM stated by the company.Read 8 Oct 2026 · zammad.com
AI charges
The pricing page says optional AI features cost €0.03 per AI call.Read 8 Oct 2026 · zammad.com
API authentication
API authentication supports HTTP basic authentication, access tokens and OAuth2, including restricted-scope API tokens.Read 21 Oct 2026 · zammad.com
API clients
Zammad documents official PHP and Ruby API clients and notes additional community-maintained clients.Read 21 Oct 2026 · zammad.com
App-store availability
The App Store lists Tammad, an unofficial iOS Zammad client, as free with in-app purchases and not verified for macOS.Read 21 Oct 2026 · apps.apple.com
Automation
The product offers templates, bulk actions, and automation to reduce repetitive support work.Read 8 Oct 2026 · zammad.com
Company facts
LinkedIn lists Zammad GmbH as a privately held Berlin company founded in 2015 with 11–50 employees.Read 21 Oct 2026 · linkedin.com
Database requirement
Supported package installations use PostgreSQL 15 or newer.Read 21 Oct 2026 · docs.zammad.org
Documentation
The administrator documentation is published as an open-source Sphinx project and covers installation, prerequisites and configuration.Read 21 Oct 2026 · github.com
Elasticsearch limitation
Elasticsearch is optional but strongly recommended because without it search is slower and substantially more limited.Read 21 Oct 2026 · docs.zammad.org
Hardware requirements
The documentation recommends at least 2 CPU cores and 6 GB RAM for a minimal PostgreSQL deployment, plus 4 GB if Elasticsearch runs on the same server.Read 21 Oct 2026 · docs.zammad.org
ISO certification
Zammad GmbH announced ISO/IEC 27001:2022 certification on June 18, 2026.Read 21 Oct 2026 · zammad.com
Knowledge base
Professional includes a monolingual knowledge base and Plus includes a multilingual knowledge base.Read 21 Oct 2026 · zammad.com
Languages
The web application supports more than 40 interface languages.Read 21 Oct 2026 · zammad.com
Licence
The software is licensed under GNU AGPLv3 and its source code is owned by the independent Zammad Foundation.Read 21 Oct 2026 · github.com
Limit: email customization
The same Software Advice review said automatic emails were difficult to customize.Read 21 Oct 2026 · softwareadvice.com
Limit: localization and configuration
G2 reviewers mention untranslated interface elements, command-line-only configuration in some areas and earlier mobile responsiveness problems.Read 21 Oct 2026 · g2.com
Limit: product polish
A G2 reviewer rated Zammad 1.5/5 and reported less polish than Zendesk, clunky or missing standard functions and difficult agent-performance metrics.Read 21 Oct 2026 · g2.com
Multichannel support
The hosted plans provide channels including email, web forms, SMS, chat, Telegram, Facebook Pages and WhatsApp depending on tier.Read 21 Oct 2026 · zammad.com
Official company milestones
Zammad’s company page lists establishment in 2016, 31 employees and more than 65,000 users.Read 21 Oct 2026 · zammad.com
Praise: self-hosting
A Software Advice reviewer praised Zammad as self-hosted, open source, stable and free when support is not needed.Read 21 Oct 2026 · softwareadvice.com
Praise: usability
G2 reviewers repeatedly praise the clean interface, ease of use, fast agent interface and straightforward ticket organization.Read 21 Oct 2026 · g2.com
Rating on Apple App Store
5.0 out of 5 from 1 ratingRead 21 Oct 2026 · apps.apple.com
Rating on Capterra
4.6 out of 5 from 7 reviewsRead 21 Oct 2026 · capterra.com
Rating on G2
4.5 out of 5 from 10 reviewsRead 21 Oct 2026 · g2.com
Rating on GetApp
4.6 out of 5 from 7 reviewsRead 21 Oct 2026 · getapp.com
Rating on Software Advice
4.6 out of 5 from 7 reviewsRead 21 Oct 2026 · softwareadvice.com
Rating on TrustRadius
9.4 out of 10 from 3 reviewsRead 21 Oct 2026 · trustradius.com
Release news
Zammad 7.2 added a tamper-proof administrator audit log, stronger web-form spam protection, knowledge-base drafting from solved tickets and AI cost controls.Read 21 Oct 2026 · zammad.com
Responsive web use
Zammad provides a responsive design intended for use on mobile devices.Read 21 Oct 2026 · zammad.com
REST API
The REST API is JSON-based, follows an API-first approach and exposes actions available in the interface.Read 21 Oct 2026 · zammad.com
Security advisory
Zammad published an advisory on October 5, 2026 covering CVE-2026-102489 and CVE-2026-102490.Read 21 Oct 2026 · zammad.com
Security controls
Hosted plans state German data centers, SSL encryption, device management, two-factor authentication and ISO 27001-certified facilities.Read 21 Oct 2026 · zammad.com
Self-hosting
Self-hosted Zammad runs on the customer’s servers, with the customer responsible for updates, backups and availability.Read 21 Oct 2026 · zammad.com
Ticket management
Teams can assign and prioritize tickets, add internal notes, and manage requests across channels.Read 8 Oct 2026 · zammad.com
Ticket productivity
The product includes templates, time accounting, tags, ticket bundling and splitting, parent-child ticket relationships, CSV import and editing-conflict warnings.Read 21 Oct 2026 · zammad.com
Ticket search
Full-text search covers tickets and attachments, and the vendor says a 40 GB data set can be searched in under three seconds.Read 21 Oct 2026 · zammad.com
Workflow controls
Administrators can define custom fields, team-specific lists, permissions, triggers, schedulers, business hours and core workflows.Read 21 Oct 2026 · zammad.com

Plans and prices

Starter v2 €9 a month monthly per agent maximum 5 agents · Email/Web Form/SMS · 10 MB attachments · 20 GB storage Read 21 Oct 2026 · zammad.com
Professional v2 €18 a month monthly per agent maximum 35 agents · Chat and Telegram · SLAs · monolingual knowledge base · 35 MB attachments · 50 GB storage Read 21 Oct 2026 · zammad.com
Plus v2 €27 a month monthly per agent unlimited agents · Facebook and WhatsApp · GitHub/GitLab integration · multilingual knowledge base · 50 MB attachments · 150 GB storage Read 21 Oct 2026 · zammad.com
Business €2,999 a year annual billing email support · 6-hour maximum response · 15 service requests · bug escalations · security advisories Read 21 Oct 2026 · zammad.com
Enterprise €5,999 a year annual billing initial assessment · email and phone support · 4-hour maximum response · 45 service requests · 5% discount on additional services Read 21 Oct 2026 · zammad.com
Corporation €9,999 a year annual billing email and phone support · 2-hour maximum response · 95 service requests · managed patch/minor/security updates · 10% discount on additional services Read 21 Oct 2026 · zammad.com

Every Zammad plan and price →

Strong points and limits

Strong points

  • Ticket assignment, prioritization, and internal notes
  • Templates, bulk actions, and automation
  • Web app supports over 40 languages
  • REST API and listed integrations
  • Free plan and 30-day trial

Limits

  • Self-hosted customers manage updates, backups, and availability
  • Optional AI features cost €0.03 per AI call
  • Hosted plans cap agents at 5 or 35, except Plus

Who it suits

Zammad suits customer service, IT support, and operations teams that need to manage requests across channels. Hosted and self-hosted options serve teams with different deployment needs.

Verdict

Zammad combines ticket handling, automation, and a knowledge base, with hosted and self-hosted deployment choices. Check plan limits, channel availability, and support coverage against your team's needs.

Where Specifiction places it

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