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Zammad

Zammad

RATING:

4.4

(5)
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Overview
Reviews

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 agen...

Zammad Pricing

Zammad can be self-hosted on your own servers for free. You can book additional support with the installation, updates, maintenance, etc. from us. Alternatively, you can choose the SaaS option, starting at USD 5.80 per user and per month, where we take care of all updates for you. There are different pricing plans depending on the scope of the features included. Please visit https://www.zammad.com/pricing for more details.

Starting price: 

$5.80 per month

Free trial: 

Available

Free version: 

Available

Zammad Dashboard
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Zammad Reviews

Overall Rating

4.4

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

4.5

Value for money

5

Functionality

4.5

Most Helpful Reviews for Zammad

5 Reviews

Christoph

Information Technology and Services, 2-10 employees

Used daily for less than 6 months

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

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.

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.

Reason 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.

Sascha

Information Technology and Services, 2-10 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

3

Reviewed November 2023

Gutes Ticketsystem mit kleinen Schwächen

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

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.

Reason 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

Information Technology and Services, 11-50 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

3

EASE OF USE

5

FUNCTIONALITY

5

Reviewed November 2022

Feedback

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

Mildred

Education Management, 51-200 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

FUNCTIONALITY

5

Reviewed February 2021

Love the Feel and Look

Fast! Clean! Users are loving it

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.

Bernhard

Construction, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

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

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

5 Reviews