Kustomer vs Zammad
Kustomer
kustomer.comZammad
zammad.comSide by side
| Figure | Kustomer | Zammad |
|---|---|---|
| Price from | — | €9/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | Yes |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 4 | 6 |
| Spec score · Customer Service - Enterprise Software | 7.9 (#12) | 8.5 (#7) |
| Spec score · Customer Support Software | 7.8 (#18) | 8.5 (#11) |
| Spec score · Ticketing Software | 7.8 (#19) | 8.5 (#12) |
| Automation | Kustomer Architect lets CX teams design, build, test, launch, analyze, and optimize AI experiences without writing code. | The product offers templates, bulk actions, and automation to reduce repetitive support work. |
| Company | Kustomer's About page lists 2015 as its founding year and identifies Brad Birnbaum and Jeremy Suriel as co-founders. | The company milestones page says Zammad GmbH was founded in October 2014 as the commercial counterpart to the Zammad Foundation. |
| Founded | 2015 | 2016 |
| Integrations | The integration library lists tools including 8x8, Acuity Scheduling, Ada, AfterShip, Aircall, Amazon Connect, and Amazon Redshift. | Zammad provides a REST API and lists integrations including LDAP, Sipgate, Placetel, Checkmk, Monit, and Nagios. |
| Support | Current Enterprise and Ultimate pricing details list community, email and chat support, Help Center documentation, Kustomer University, and standard support hours Monday through Friday, 8 AM to 8 PM local time. | The hosted Starter and Professional plans list email support, while Plus lists phone support, all with 8x5 CET coverage. |
Plans
Kustomer
- Business (legacy seat-based plan)Priced on request
- EnterprisePriced on request
- Professional (legacy seat-based plan)Priced on request
- UltimatePriced on request
Zammad
- Starter v2€9 a month
- Professional v2€18 a month
- Plus v2€27 a month
- Business€2,999 a year
- Enterprise€5,999 a year
- Corporation€9,999 a year
In their own words
Kustomer
Kustomer is a customer experience platform for managing customer relationships across chat, email, voice, and social. It brings those interactions into a shared timeline and provides profiles that can hold custom objects and attributes such as purchase history and preferences. AI agents support customer service, while tools give human representatives context and suggested actions. CX teams can use Kustomer Architect to build, test, launch, analyze, and optimize AI experiences without writing code. Data Explorer returns plain-language answers, charts, and breakdowns, and the platform tracks real-time CX trends. Managers can review and approve AI actions; guardrails can send high-risk conversations to a human. The platform also includes a shared inbox, SLA management, help center, ticket automation, customer portal, and API access. It runs on Android, iOS, and the web. Pricing is on request. Enterprise and Ultimate are billed through Talk to Sales and have different limits for objects and tasks, brands, languages, webhooks, and API rate limits.
Zammad
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.