Zammad 2026: Benefits, Features & Pricing

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Overview
User Interface
Popular Alternatives
Pricing and Plans
Features
Integrations
User Reviews

Overview

Zammad

4.6

(7)

Pricing

Starting at $5.80 per month

About Zammad

Zammad is a web-based open-source helpdesk and customer service software designed for companies of all sizes across many industries.

Zammad offers key features like ticket management, autosave, full-text search, template creation, external authentication, time recording, smart chat, reporting, and more. Users can create tickets via email, web forms, chat, or phone. Emails are automatically linked to the appropriate tickets. Agents can set up saved replies, tags, and macros to streamline response times. The knowledge base allows administrators to provide customers with answers to common questions. The reporting provides managers insights into ticket volumes, response times, and agent workloads.

Zammad works on all major operating systems and is mobile-friendly for agents on the go. Zammad’s open application programming interface (API) also allows for integration with third-party applications and uses technologies such as WebApp/HTML5, WebSockets, and REST in the front end, while the back end works with Ruby on Rails.

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Our Help Desk Software selection experts can help you in 15 minutes or less.

Zammad User Interface

Popular Zammad Alternatives

Main Product

Zammad

4.6

(7)

Ratings Breakdown

4.71Ease of use
5.0Value for money
4.50Customer support
4.43Functionality

Pricing

Starting at $5.80 per month

Get Price

Alternative Product

Zendesk Suite

4.4

(4066)

Ratings Breakdown

4.32Ease of use
4.16Value for money
4.26Customer support
4.36Functionality

Pricing

Starting at $39.00 per month

Get Price

Alternative Product

Milvus

4.8

(298)

Ratings Breakdown

4.79Ease of use
4.66Value for money
4.66Customer support
4.66Functionality

Pricing

Starting at $25.00 per month

Get Price

Alternative Product

Freshdesk

4.5

(3397)

Ratings Breakdown

4.48Ease of use
4.41Value for money
4.49Customer support
4.34Functionality

Pricing

Starting at $19.00 per month

Get Price

Alternative Product

LiveAgent

4.7

(1749)

Ratings Breakdown

4.57Ease of use
4.65Value for money
4.70Customer support
4.57Functionality

Pricing

Starting at $15.00 per month

Get Price

Alternative Product

BeyondTrust Remote Support

4.6

(2009)

Ratings Breakdown

4.50Ease of use
4.37Value for money
4.46Customer support
4.51Functionality

Pricing

Starting at $1995.00 per month

Get Price

Zammad Pricing and Plans

Starting price: $5.80 per month

Free Trial

Free Version

Basic

$5.80

per user, per month

No plan information available

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Zammad Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Zammad
API
Automated Responses
Customer Database
Customizable Branding
Customizable Fields
Data Import/Export
Email Templates
Knowledge Base Management
Mobile App
Performance Metrics
Personalization
Prioritization
Process/Workflow Automation
Real-Time Chat
Secure Data Storage
Single Sign On
Social Media Integration
Third-Party Integrations
Ticket Management

Zammad Integrations

GitHub

SMS

Grafana

i-doit

Microsoft Teams

See all 15 integrations

Zammad User Reviews

Overall Rating

4.6

Ratings Breakdown

71%

14%

Secondary Ratings

Ease of Use

4.7

Value for money

5.0

Customer support

4.5

Functionality

4.4

Have you used Zammad and would like to share your experience with others?

Verified

Reviewer

Information Technology and Services

51-200 employees

Used daily for more than 2 years

Review source

Reviewed January 2026

Modern and efficient ticketing system for our team

Zammad has been implemented in our company as a means of managing both internal and external support inquiries. It is an effective solution that eliminates the confusion of tracking issues via emails and streamlines the processes for all involved. The user-friendly interface minimizes the time it takes new agents to become productive and has allowed our team to respond quicker to customer requests than before implementing this system.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

Compared to legacy ticketing systems, the user interface is much cleaner, more modern and more intuitive. I appreciate how the "Text Modules" (macros) feature allows me to use keyboard shortcuts to enter commonly used responses into tickets. The integration of multiple communication channels (including Email and Chat) into one streamlined process has improved our workflow tremendously.

Cons:

While the reporting and analytics features are satisfactory, they lack detail and require additional effort to create customized reports. Furthermore, the search feature is great but may take time to develop expertise in the correct syntax for searching specific historical tickets efficiently.

Sascha P.

Verified reviewer

Information Technology and Services

2-10 employees

Used daily for less than 6 months

Review source

Reviewed November 2023

Gutes Ticketsystem mit kleinen Schwächen

Im Gesamten ein gutes Ticketsystem. Es ist leicht einzurichten und die Funktionen sind mehr als ausreichend.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Gute Übersichtlichkeit durch eigene Übersichten. Einfach zu erstellende Workflows und Automatismen.

Cons:

Tickets die auf warten stehen öffnen sich leider nicht automatisch nach Ablaufen der Zeit. Mehre Signaturen nur umständlich einrichtbar.

Reasons for choosing Zammad

Reine Preisentscheidung. Freshdesk war für unsere Zwecke einfach zu teuer.

Reasons for switching to Zammad

OTRS war für uns zu unübersichtlich. Die Starre Oberfläche gefiel uns nicht mehr.

Ismail K.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for less than 2 years

Review source

Reviewed November 2022

Feedback

Ratings Breakdown

Ease of use

Functionality

Pros:

It is very helpful to communicate with client and create ticket for do next step.

Cons:

Sometimes it’s take load while using and slowness issue if tickets are incresing

Christoph D.

Verified reviewer

Information Technology and Services

2-10 employees

Used daily for less than 6 months

Reviewed July 2021

Perfect on-premise and opensource helpdesk software

We used freshdesk before and had to book the paid version because we want to use the API to align our help desk with our CRM System. But we would prefer to have an on-premise solution therefore we looked for an alternative. As we found zammad it totally surprises us. Self-hosted, super stable, easy to use, if you don't need support even free to use... We love it.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

First of all I love Zammad because it is a self-hosted and opensource software. After some month of working with zammad I love the ease of use and the flexible text modules. I need only seconds to answer one of our standard questions.

Cons:

There is nothing that is really bad. One thing that could be improved would be the automatic emails. These are not customizable or at least it is not that easy to customize them.

Reasons for choosing Zammad

both have no self-hosted version, both are not german companies...

Reasons for switching to Zammad

Zammad can be self-hosted, has a great api and is free to use as we don't need any support.

Mildred W.

Verified reviewer

Education Management

51-200 employees

Used daily for less than 6 months

Review source

Reviewed February 2021

Love the Feel and Look

Fast! Clean! Users are loving it

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

Modern and Easy to use! We are just deploying the System and so far we find it very agile and user friendly. Love the look and the interface

Cons:

We will love to have and easy integration with inventory software. Well even better if it was inside Zammad.

Reasons for switching to Zammad

OTRS is no longer supporting the Community Edition.

Andre B.

Verified reviewer

Automotive

201-500 employees

Used daily for more than 2 years

Review source

Reviewed January 2025

Eines der besten OS Ticketsyteme, das auch noch gut aussieht

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Zammad ist eines der besten Opensource Ticket Systeme, welches wir in den letzten Jahrzehnten eingeführt haben. Es bietet eine leichte Bedienung, sowohl für den Kunden, als auch den Agent. Wichtige Subsysteme wie LDAP/AD/Entra können implementiert werden.

Cons:

Teilweise ist die Einrichtung der Workflow Funktion etwas sperrig. Wir haben uns dafür Consultingstunden von Zammad gekauft und konnten damit unsere Fragestellungen lösen.

Bernhard K.

Verified reviewer

Construction

11-50 employees

Used daily for more than 2 years

Review source

Reviewed July 2021

Ticketing 2021

We use Zammad to manage IT Tickets within our company. Zammad is simple to use and setup and helps us manage all related communications within time

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Coming from OTRS the concept behind the software is easily captured. Multiple input channels - web, SMS, twitter, you name it! A modern user interface that is easy to set up and use, including tools like precise reports. And, hey, there is a Knowledge Base implemented!

Cons:

There sure is some air upward, but at the moment I do not see any Cons

Showing 1 - 7 of 7 Reviews