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Zammad description
Zammad is a helpdesk and customer support software designed to organize communication and improve customer service. It allows businesses to connect various communication channels, manage customer inquiries, and track support interactions. Zammad features user-friendly tools for assigning roles and analyzing data through reports, aiming to enhance efficiency and customer satisfaction.
Who is Zammad best for
Zammad is a helpdesk and customer support solution designed to enhance communication and improve customer satisfaction. It streamlines support interactions, manages inquiries from multiple channels, and provides robust reporting and analytics. Zammad is suitable for businesses of all sizes, particularly those with distributed teams.
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Best for small to large businesses seeking streamlined customer service and communication management.
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Ideal for software, IT, legal, and manufacturing companies needing robust reporting and analytics.
Zammad features
| Supported Zammad offers robust ticketing features, including ticket creation, organization, tracking, and efficient processing. |
| Supported Zammad offers customizable reporting tools to identify trends and pinpoint issues for data-driven decisions. |
| Supported Zammad offers a web-based interface for managing customer support interactions. |
Zammad pricing
The commentary is based on 3 reviews from Zammad G2 reviews.
Zammad is a free and open-source helpdesk solution, offering a cost-effective alternative to proprietary software. Users appreciate its affordability, but some note that the free version lacks the polish and advanced features of paid competitors.
See the Zammad pricing page.
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Zammad has a free trial.
Starter
Includes email support, channels like email, web form, and SMS, standard features, 10 MB attachments + 10 GB disk space, data center in Germany, SSL encryption, device management, and 2-factor authentication.
Professional
Includes email support, channels like email, web form, SMS, chat, and Telegram, standard features, service level agreements, individual roles, knowledge base, 35 MB attachments + 25 GB disk space, ISO27001-certified data center in Germany, SSL encryption, device management, and 2-factor authentication.
Plus
Includes phone and email support, channels like email, web form, SMS, chat, Telegram, Twitter/X, Facebook, and WhatsApp, standard features, core workflows, service level agreements, integration with GitHub/GitLab, individual roles, expert mode for conditions, multilingual knowledge base, Zammad Standard Reporting, deeper reporting possibilities, 50 MB attachments + 50 GB disk space, ISO27001-certified data center in Germany, SSL encryption, device management, and 2-factor authentication.
Business
Includes service from Monday to Friday (9:00 AM - 5:00 PM CET), email support, 6 hours maximum response time, 15 service requests, bug escalations, and security advisories.
Enterprise
Includes initial assessment, service from Monday to Friday (8:00 AM - 6:00 PM CET), email and phone support, 4 hours maximum response time, 45 service requests, bug escalations, security advisories, and a 5% discount on additional services.
Corporation
Includes initial assessment, service from Monday to Friday (8:00 AM - 8:00 PM CET), email and phone support, 2 hours maximum response time, 95 service requests, bug escalations, patch level, minor release, and security patch updates, security advisories, and a 10% discount on additional services.
Zammad alternatives
GrooveHQBetter for small to medium businesses. GrooveHQ is easier to use and integrates with HubSpot CRM. Zammad is growing faster.Read more
Salesforce Service CloudBetter for larger businesses needing AI-powered automation and robust CRM integration. A Salesforce Zammad competitor offering a broader range of features.Read more
ConfluenceBetter for project documentation and knowledge sharing. Not focused on customer support.Read more
Jira Service ManagementBetter for IT teams and integrates with Jira products. Steeper learning curve and limited customer portal customization. Negative pricing sentiment.Read more
HubSpot Service HubBetter for scaling customer service operations. A good Zammad alternative for industries like healthcare, finance, and e-commerce. Strong CRM integration.Read more
Chat BreezesBetter for e-commerce businesses focusing on social media sales. Streamlined for social media communication management. Offers a positive user experience with some limitations in mobile functionality and onboarding. A Zammad competitor and alternative.Read more
Zammad FAQ
What is Zammad and what does Zammad do?
Zammad is a web-based helpdesk and customer support solution that streamlines communication and enhances customer service. It offers ticketing, reporting, and multi-channel communication management, enabling businesses to track inquiries and improve customer satisfaction through efficient support interactions.
How does Zammad integrate with other tools?
Zammad integrates with various tools through its REST API, enabling connections with CRM systems, communication platforms, and other business applications. It also supports integrations with popular platforms like Slack, Microsoft Teams, and numerous others.
What the main competitors of Zammad?
Zammad's main competitors include GrooveHQ, HubSpot Service Hub, Jira Service Management, and Salesforce Service Cloud. These alternatives offer similar helpdesk and customer support functionalities, catering to businesses seeking streamlined communication and improved customer service experiences.
Is Zammad legit?
Zammad is a legitimate helpdesk software option. It offers various pricing plans suitable for businesses of all sizes, focusing on streamlining customer service and communication management. Zammad facilitates efficient support interactions and improved customer satisfaction.
How much does Zammad cost?
Zammad's cloud-based plans range from €7 to €26 per agent/month. The self-hosted option requires a custom quote. Business, Enterprise, and Corporation support plans are also available, priced at €2699, €5699, and €9999 respectively. A free trial is available to test the software.
Is Zammad customer service good?
Users appreciate Zammad's robust features, open-source nature, and integration capabilities. They find it highly useful as a ticketing solution and appreciate the available customer support. No significant disadvantages were highlighted in the reviews.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.