Zammad

Zammad is an open source helpdesk and customer support ticketing system founded in 2016 in Berlin, Germany, by Martin Edenhofer, who previously created the OTRS ticketing system. Zammad was designed to be a modern, user-friendly alternative to legacy helpdesk solutions, combining a beautiful web interface with powerful ticketing capabilities that support teams across email, phone, chat, social media, and other communication channels.

The platform features a unified ticket view that aggregates customer communications from all channels, a knowledge base for self-service support, SLA management with escalation rules, macros and triggers for automation, text modules for quick responses, full-text search across all tickets and attachments, time accounting, reporting and analytics, integrations with third-party services (LDAP, Exchange, Slack, and more), and comprehensive role-based access control. Zammad's modern interface supports keyboard shortcuts and a streamlined workflow that helps agents resolve tickets faster.

As a German open source project, Zammad is available under the AGPL license and can be self-hosted on your own infrastructure, giving organizations complete control over their support data. Zammad GmbH also offers a managed cloud hosting option with servers in Germany. The platform is used by hundreds of organizations across Europe, from small businesses to large public institutions, who need a professional helpdesk system without the cost and data sovereignty concerns of US-based solutions like Zendesk.