Zammad vs OTOBO
Both Zammad and OTOBO are European-built, GDPR-compliant solutions in the customer support space. This comparison breaks down their features, pricing, compliance posture, and data residency so you can make an informed choice for your team.
Quick Overview
Zammad
EU- Headquarters
- Berlin, DE
- Pricing
- Free
- Open Source
- Yes
OTOBO
EU- Headquarters
- Oberursel, DE
- Pricing
- Free
- Open Source
- Yes
Key Differences
- Zammad offers a free tier, while oTOBO offers a free tier. The different pricing models mean you should evaluate which approach better fits your usage pattern.
- Zammad was founded in 2016, giving it a 4-year head start over OTOBO (founded 2020). More time in market often means a larger user community and more mature integrations, though newer entrants may offer more modern architectures.
- Each product has unique strengths: Zammad offers Multi-channel ticketing (email, phone, chat, social) and SLA management and escalation, while OTOBO provides Ticket system and ITIL processes. Your choice depends on which capabilities matter most for your workflow.
Feature Comparison
| Feature | Zammad | OTOBO |
|---|---|---|
| Name | Zammad | OTOBO |
| Pricing | Free | Free |
| Free Tier | ||
| GDPR | ||
| ISO 27001 | ||
| Open Source | ||
| Headquarters | Berlin, DE | Oberursel, DE |
| Data Centers | DE | DE |
| Multi-channel ticketing (email, phone, chat, social) | ||
| Knowledge base | ||
| SLA management and escalation | ||
| Automation with macros and triggers | ||
| Full-text search | ||
| Time accounting | ||
| Reporting and analytics | ||
| LDAP and Exchange integration | ||
| Role-based access control | ||
| Self-hosting option | ||
| Ticket system | ||
| ITIL processes | ||
| SLA management | ||
| Email and phone channels | ||
| Customer portal | ||
| Process management | ||
| Reporting | ||
| Self-hosting |
Pricing Comparison
Zammad
Freefree self-hosted / hosted plans
OTOBO
Freefree (open source) / managed
Compliance Comparison
Zammad
GDPRDPA
OTOBO
GDPRDPA
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Zammad vs OTOBO — FAQ
What is the main difference between Zammad and OTOBO?
Both Zammad and OTOBO are European customer support solutions with full GDPR compliance. The key differences lie in their approach: Zammad uses free self-hosted / hosted plans pricing while OTOBO uses free (open source) / managed. Zammad is headquartered in Berlin, Germany, while OTOBO is based in Oberursel, Germany. Your choice should depend on your specific requirements for features, pricing, and data residency.
Which is more affordable, Zammad or OTOBO?
Both Zammad and OTOBO offer free tiers, so you can try either without cost. Pricing models differ (free self-hosted / hosted plans vs. free (open source) / managed), so compare based on your usage pattern rather than just the starting price.
Are both Zammad and OTOBO GDPR compliant?
Yes. Both Zammad and OTOBO are European companies that store data within the EU/EEA and offer Data Processing Agreements. Neither is subject to the US CLOUD Act or FISA surveillance. For GDPR purposes, either option eliminates the legal risks associated with using US-based services.