Zammad
Zammad is a web-based, open-source helpdesk and customer support system that brings email, live chat, phone calls, and social media messages into one shared inbox. It is designed to give support teams a clear, unified view of every customer conversation, whether it arrives by email, chat widget, or Twitter.
Key Features
- Multi-channel inbox — Email, live chat, phone, Twitter, Facebook and Telegram conversations in one place
- Ticket management — Assign, prioritise, and track tickets through their full lifecycle with statuses and groups
- Live chat widget — Embeddable chat for your website with agent availability and chat transcripts
- Knowledge base — Build public and internal articles, and link them to tickets to speed up resolutions
- SLA management — Define service-level agreements with escalation rules and automatic reminders
- Reporting and dashboards — Track ticket volume, response times, and team performance with built-in statistics
- Workflow automation — Trigger actions based on ticket changes, such as auto-replies and reassignment
- Customer portal — Let customers create and track their own tickets through a self-service portal
Why Use Zammad?
Zammad is one of the most approachable open-source helpdesks: setup is straightforward, the interface is clean and modern, and there are no per-seat licence fees. It is fully self-hostable, so your support data stays under your control — a key advantage over hosted Zendesk-style services.
Use Cases
- Customer support teams that want a single shared inbox across email, chat, and social
- Small and medium businesses replacing a paid helpdesk with a free self-hosted alternative
- Organisations that need SLA tracking and detailed reporting on support performance
Platform
Web-based (self-hosted) · Linux server · Docker
Licence
AGPL-3.0