Architecture and migration
Sizing, target environment, data transfer, cutover and recovery are resolved before production operations.
WZ-IT plans, installs and operates Zammad as managed hosting, in your cloud or on premises. Depending on the target design, we also provide migration, secure network and identity integration, monitoring, backups, updates, integrations and further development.
Companies worldwide trust WZ-IT
The following are trademarks of their respective owners: Zammad (Zammad GmbH). WZ-IT is an independent service provider and has no business, partnership, or contractual relationship with these companies. We offer independent migration, installation, hosting, and operations services.
Zammad is a modern, open-source helpdesk and ticketing system that unifies multiple communication channels in one intuitive platform. The solution enables support teams to efficiently manage customer inquiries, regardless of whether they come in via email, phone, social media, or chat.
As an independent service provider, we support you in installing, configuring, and customizing this powerful helpdesk system to your individual requirements and business processes.
We install, host and operate Zammad for your company - either on our secure, privacy-focused infrastructure in Germany or other locations, as well as on-premise in your own environment.
We provide 24/7 monitoring, backups and maintenance for your Zammad instance. Human response times and support coverage follow the selected service level.
Centrally manage support requests with automated prioritization, SLA monitoring, and intelligent ticket assignment.
Create and share documentation, FAQs, and help articles with internal teams and customers in multiple languages.
Integrate email, phone, social media, messengers, and web forms for seamless customer support across all channels.
Automate recurring tasks with triggers and schedulers for faster response times and consistent service.
Adapt ticket fields, forms, access rights, and user interface to your individual business processes.
Connect Zammad with your existing tools such as telephone systems, monitoring systems, CRM, and development platforms.
Professional installation on your infrastructure - on-premise, cloud or hybrid
In your data center
AWS, Azure, Hetzner & more
Advanced architecture after technical and licence assessment
Secure access and access control for your installation
WireGuard, NetBird or Tailscale
Directly or through an upstream identity layer
Depends on application, edition and identity provider
Fail2Ban, Rate Limiting, IP Whitelisting
We set up secure VPN access to your installation - ideal for remote work and external employees.
Full-service installation with no hidden costs
Zammad is extremely API-friendly. We use this to deeply integrate the helpdesk into your business processes - from call to invoicing.
Phone rings -> Zammad opens the ticket. We develop middleware that connects your VoIP system (3CX, Starface, Asterisk) bidirectionally with Zammad.
Complex routing logic beyond the UI editor? We write Ruby extensions (szpm packages) that deeply intervene in ticket processing.
Connection of proprietary customer databases for login in the customer portal. No duplicate account needed for your customers.
How we implement Zammad development in practice.
Support agents must check external CRM if customer has maintenance contract.
Zammad backend extension that fetches SLA status live from ERP upon ticket open and displays it as attribute.
Customers want to communicate via specific messengers not natively supported by Zammad.
Development of a custom channel driver. Messages land as tickets in Zammad, replies go back to the messenger.
We do more than provide an application. WZ-IT designs the technical architecture, integrates network and identity, operates the agreed scope and develops integrations when the standard product is not enough.
Sizing, target environment, data transfer, cutover and recovery are resolved before production operations.
SSO, secure access, internal systems and existing security components are integrated appropriately.
Updates, backups, technical monitoring and response paths follow a transparent operational scope.
APIs, automation and custom extensions can be delivered beyond basic deployment.
The exact scope depends on the application, edition, infrastructure and criticality. Vendor licences and non-standard components are quoted separately.
A business application becomes a resilient part of the process landscape only when data flows, roles, communication paths and interfaces are clearly defined.
Employees, customers, partners and automated processes use defined roles and entry points.
TLS, firewall rules, reverse proxies or private network paths are designed around the platform's exposure.
Local accounts, SSO, directories, service accounts and emergency access are connected through clear roles.
Business features, workflows, roles and configuration are deployed reproducibly and kept up to date.
Business data, attachments, retention, export and consistent backups.
Email, documents, notifications and optional background services.
Controlled connections to CRM, ERP, directories, payment or third-party systems.
The diagram is a resilient target model. Its implementation depends on edition, data flows, load, availability objectives and existing infrastructure.
A clearly defined operating scope instead of an opaque hosting flat fee.
We set up a test instance for you, usually on the next business day. No payment details required. After seven days it is deleted unless you continue.
Compute, applications, storage and response are shown separately. You can see what ongoing operations include and which requirements need a technical assessment.
We also design custom Zammad architectures, integrations and migrations. Contact us for a technical assessment.
One managed standard Zammad application is included in the Starter workload. Business and higher levels add a flexible operations allowance for planned work during regular service hours. Select compute, additional applications, storage and the appropriate service level.
A workload is one compute instance with the applications agreed for it.
One standard app per workload is already included. Additional dedicated servers count as separate workloads.
€7.99 excl. VAT per additional 100 GB per month, including daily encrypted offsite backup with 7-day retention. Billing is based on provisioned capacity, not actual usage.
We also implement custom backup schedules and retention periods. For example: daily backups retained for 30 days and one monthly backup retained for 12 months. Scope, storage requirements and additional costs are agreed separately.
+€299 excluding VAT per workload and month
Standard hosting runs on a single instance without high availability. Availability for custom architectures is agreed separately.
Zero downtime on request
Distributed operation with several instances, a database cluster and rolling updates, so that a node failure causes no interruption. Only for applications suited to it; design and price after technical assessment.
This page covers installation and the agreed platform operations for Zammad. Custom code, the access layer and special confidentiality requirements remain clearly separated responsibilities that can be added when needed.
Maintain the application
Keep custom extensions, interfaces and dependencies controlled, updated and supportable.
from €699.90 excl. VAT / month
View serviceSecure access
Add identity-based access and private network paths as a separate operational layer.
from €349.90 excl. VAT / month
View serviceOperate confidentially
For professional secrecy holders, define contractual, access and infrastructure requirements in a dedicated operating model.
from €499.90 excl. VAT / month
View serviceThree relevant adjacent paths instead of a long list of further products.
All prices are net and exclude statutory VAT. The offers are addressed to businesses.
View the overall systemEnquiry
Briefly describe the current state and objective for Zammad. We assess infrastructure, integration, and ongoing operations.
As an alternative to managed hosting in the data centre, WZ-IT provides the hardware, configures Zammad, and handles hardening, monitoring, updates, backup and technical support. Access can be limited to the internal network or enabled through VPN and existing identities.
from EUR 349 excl. VAT / month · plus one-time provisioning and initial setup

Everything you need to know about Zammad
Topics
Zammad is a web-based, open-source helpdesk and ticketing system that allows companies to centrally manage customer or support requests from many channels.
Zammad supports email, web forms, live chat, phone/CTI, and social media channels - bundling all requests in one ticketing system.
Yes - Zammad is available under the AGPL-3.0 license. The source code is freely accessible, and you can run, customize, or extend Zammad on your own hardware.
Yes - Zammad offers a multilingual user interface, providing support for international teams.
Features such as ticket management with status & priority, assignment, automations (triggers, macros), SLA management, time tracking, search functionality, filters, ticket history, customer and organization management - and much more.
Yes - since version 3.0, Zammad offers an integrated knowledge base. This allows you to manage FAQs, documentation, or guides and make them available publicly or internally.
Yes - you can configure ticket triggers, macros, predefined workflows, SLA rules, etc. This allows you to automate common processes and standardize support workflows.
Yes - with ticket templates, text snippets, macros, predefined workflows, and automations, daily routine work can be greatly simplified.
Yes - Zammad uses Elasticsearch (optional) among other things to enable fast search queries, filters, and full-text search - practical with many tickets or large data volumes.
Yes - you can define user roles, groups, and permissions, manage organizations, and control access rights in detail.
Yes - Zammad allows custom ticket fields, roles and permissions, flexible workflows, automation (triggers, macros), custom views and filters - so it can be adapted to various support or service processes.
Yes - Zammad offers a REST API and supports integrations with external systems (e.g., authentication, telephony/CTI, external data sources).
Instead of scattered emails or chats, all requests are managed centrally with tracking, assignment, history, and structure - improving overview, efficiency, response times, and preventing information loss.
Zammad supports Debian, Ubuntu, CentOS, and can also be installed via Docker. For a basic installation, 2 CPU cores and 6 GB RAM are sufficient (plus more depending on ticket volume and use of search index/Elasticsearch).
Yes - Zammad can be installed on-premise, running on your own servers or infrastructure.
Yes - provided server resources and infrastructure are appropriately sized. With proper configuration and hardware, Zammad can support larger teams and high request volumes.
For small to medium-sized enterprises, service providers, online shops, IT support teams, or organizations with customer or employee support - anywhere requests need to be coordinated and structured across channels.
Yes - Zammad is flexible enough to handle external customer service, helpdesk, support, as well as internal IT tickets, service requests, or employee support.
If you need very complex, highly customized workflows, extreme scaling with many simultaneous tickets and agents, or special proprietary integrations - a thorough technical review is worthwhile to determine if Zammad meets your requirements.
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No risk: worst case, you leave with a clearer understanding of your project than before.


“WZ-IT's advice on our Azure migration was technically sound and completely non-binding right from the intro call - we took away a great deal.”
“WZ-IT moved our studio infrastructure from decentralised individual devices to a central platform: every site is securely connected via VPN, new devices are onboarded automatically and an entire site is provisioned from a template, without manual steps on location. What impressed me most is the breadth and depth of their knowledge: Timo and Robin are not a typical IT provider who sets up a server and leaves. The two of them think their way into highly complex infrastructure and software topics, work through every requirement we put in front of them, and build networking, provisioning and operations so that everything fits together in the end. WZ-IT is an excellent partner for complex software, network and architecture projects.”

Steve Kirchner
Managing Director, nextGYM GmbH

Whether a specific IT challenge or just an idea - we look forward to the exchange. In a brief conversation, we'll evaluate together if and how your project fits with WZ-IT.