Zammad is a web-based, open-source helpdesk and ticketing system that allows companies to centrally manage customer or support requests from many channels.

What communication channels can Zammad handle?

Zammad supports email, web forms, live chat, phone/CTI, and social media channels - bundling all requests in one ticketing system.

Is Zammad open source - and what does that mean practically?

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.

Is Zammad multilingual?

Yes - Zammad offers a multilingual user interface, providing support for international teams.

What core features does Zammad offer?

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.

Does Zammad have a knowledge base or self-service/FAQ module?

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.

Does Zammad support automations and workflow rules?

Yes - you can configure ticket triggers, macros, predefined workflows, SLA rules, etc. This allows you to automate common processes and standardize support workflows.

Does Zammad support automation for tasks like time tracking, ticket templates, or text snippets?

Yes - with ticket templates, text snippets, macros, predefined workflows, and automations, daily routine work can be greatly simplified.

Are search functions and full-text search possible in Zammad?

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.

Does Zammad support roles, permission management, and user/organization management?

Yes - you can define user roles, groups, and permissions, manage organizations, and control access rights in detail.

Can Zammad be customized to individual processes and workflows?

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.

Are there APIs and integration options?

Yes - Zammad offers a REST API and supports integrations with external systems (e.g., authentication, telephony/CTI, external data sources).

What advantages does Zammad offer compared to traditional email or chat support solutions?

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.

On which systems and under what requirements does Zammad run?

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).

Can Zammad be operated in your own data centers or infrastructure?

Yes - Zammad can be installed on-premise, running on your own servers or infrastructure.

Is Zammad scalable - e.g., with many agents or high ticket volumes?

Yes - provided server resources and infrastructure are appropriately sized. With proper configuration and hardware, Zammad can support larger teams and high request volumes.

What types of organizations or companies is Zammad particularly suitable for?

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.

Can Zammad be used for both external customer support and internal IT/service desk?

Yes - Zammad is flexible enough to handle external customer service, helpdesk, support, as well as internal IT tickets, service requests, or employee support.

Under what conditions might Zammad be less suitable?

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.

Zammad: Managed Hosting, Installation and 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.

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Reviews

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About the technology

About Zammad

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.

GitHub Website Official Documentation

Zammad Features

Efficient Ticketing
Centrally manage support requests with automated prioritization, SLA monitoring, and intelligent ticket assignment.
Comprehensive Knowledge Base
Create and share documentation, FAQs, and help articles with internal teams and customers in multiple languages.
Multichannel Support
Integrate email, phone, social media, messengers, and web forms for seamless customer support across all channels.
Workflow Automation
Automate recurring tasks with triggers and schedulers for faster response times and consistent service.
Flexible Customization
Adapt ticket fields, forms, access rights, and user interface to your individual business processes.
Comprehensive Integrations
Connect Zammad with your existing tools such as telephone systems, monitoring systems, CRM, and development platforms.

Infrastructure, integration and operations

Zammad as part of your infrastructure

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.

Architecture and migration

Sizing, target environment, data transfer, cutover and recovery are resolved before production operations.

On-Premise
In your data center: Installation on bare-metal, VM or Docker · Integration with existing Active Directory/LDAP
Cloud Installation
AWS, Azure, Hetzner & more: Installation on AWS, Azure, GCP, Hetzner · Terraform/IaC setup (optional) · Kubernetes or Docker Compose · Capacity and scaling design
Enterprise Setup
Advanced architecture after technical and licence assessment: HA and recovery design where supported by the application and edition · Logging according to feature set and edition · Custom security policies

Network and identity

SSO, secure access, internal systems and existing security components are integrated appropriately.

VPN Access
WireGuard, NetBird, Tailscale, Headscale, OpenVPN, Cloudflare Tunnel · Easy client setup for all devices
SSO Integration
Directly or through an upstream identity layer
Multi-Factor Auth
Depends on application, edition and identity provider
Firewall & Hardening
Fail2Ban, Rate Limiting, IP Whitelisting

Monitoring and service level

Updates, backups, technical monitoring and response paths follow a transparent operational scope.

24/7 proactive monitoring
Updates and patches
CVE and security-advisory monitoring for the operating system and managed application, regular updates, and priority deployment of available patches for critical vulnerabilities
Daily backup with 7-day retention
Personal technical contact

Integration and development

APIs, automation and custom extensions can be delivered beyond basic deployment.

CTI / Telephony Integration
Phone rings -> Zammad opens the ticket. We develop middleware that connects your VoIP system (3CX, Starface, Asterisk) bidirectionally with Zammad.
Core Workflows (Ruby)
Complex routing logic beyond the UI editor? We write Ruby extensions (szpm packages) that deeply intervene in ticket processing.
External Authentication
Connection of proprietary customer databases for login in the customer portal. No duplicate account needed for your customers.

Full-service installation with no hidden costs

What the Zammad setup includes

Complete installation & configuration
SSL certificate & reverse proxy setup
Backup strategy & disaster recovery
Performance optimization & tuning
Security hardening following OWASP
Monitoring & logging setup
Documentation & best practices
Administrator training (remote)
30 days email support included
Dedicated contact person
Optional integration: LDAP/AD, SSO, MFA
Update strategy & patch management setup

The exact scope depends on the application, edition, infrastructure and criticality. Vendor licences and non-standard components are quoted separately.

Concrete Use Cases

Zammad Development & Integration

Zammad is extremely API-friendly. We use this to deeply integrate the helpdesk into your business processes - from call to invoicing.

Live CRM Data

Problem

Support agents must check external CRM if customer has maintenance contract.

Solution

Zammad backend extension that fetches SLA status live from ERP upon ticket open and displays it as attribute.

Custom Channels (WhatsApp/Signal)

Problem

Customers want to communicate via specific messengers not natively supported by Zammad.

Solution

Development of a custom channel driver. Messages land as tickets in Zammad, replies go back to the messenger.

Managed Hosting & Operations

How much does hosting for Zammad cost?

Compute, applications, storage and response are shown separately. You can see what ongoing operations include and which requirements need a technical assessment.

Starter workload from€129.90/ month · Modular pricing based on your requirements - service level, apps and compute selectable individually.

Zammad hosting in Germany: GDPR-compliant operations

One managed standard application included
Dedicated compute workload in S, M, L or XL
Subdomain on wz-it.cloud included
German provider, German data centres, no US clouds
ISO 27001-certified and BSI C5-attested data centres
99.9 % standard availability per month
CVE and security-advisory monitoring for the operating system and managed application, regular updates, and priority deployment of available patches for critical vulnerabilities
Central collection of agreed system and operations logs with immutable retention
Daily backup with 7-day retention
5 TB outbound traffic per workload and month
24/7 proactive monitoring
Five clearly separated service levels
24/7 P1 response with Production or Critical
Personal technical contact

Configure now

All prices are net and exclude statutory VAT. The offers are addressed to businesses. All on-premises options

Other options

Try it free for 7 days

Request a test instance

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.

Request a test instance →Bring Your Own Infrastructure

Installation on Your Infrastructure

Installation on your own infrastructure · On-premise or in your cloud · Control over data location and access · Custom configuration · Complete documentation · Initial setup & configuration · Optional support and maintenance contract

Price on request, plus optional support & maintenanceRequest a proposal →On-premises option

Run Zammad on hardware at your organisation

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 €349 excl. VAT / month · plus one-time provisioning and initial setupView WZ-IT App Node →

Target architecture

Integrate Zammad into your infrastructure with clear controls

A business application becomes a resilient part of the process landscape only when data flows, roles, communication paths and interfaces are clearly defined.

Teams and business processes

Employees, customers, partners and automated processes use defined roles and entry points.

Secure access

TLS, firewall rules, reverse proxies or private network paths are designed around the platform's exposure.

Identity and permissions

Local accounts, SSO, directories, service accounts and emergency access are connected through clear roles.

Zammad platform

Business features, workflows, roles and configuration are deployed reproducibly and kept up to date.

Database and files

Business data, attachments, retention, export and consistent backups.

Communication services

Email, documents, notifications and optional background services.

APIs and business systems

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.

Role in the overall system

Related services for Zammad

This page covers installation and agreed platform operations for Zammad. Choosing the tool beforehand, the access layer and special confidentiality requirements are separate building blocks that can be added when needed.

Choose first

Choose a Jira alternative or ticket system with reasons

Try OpenProject, Plane, Zammad, FreeScout and Chatwoot as demo instances and receive a decision paper with license costs and migration path.

from €3,900 excl. VATView service Secure access

Connect users, sites and systems

Add identity-based access and private network paths as a separate operational layer.

from €349.90 excl. VAT / monthView service Operate confidentially

Assess Section 203 requirements separately

For professional secrecy holders, define contractual, access and infrastructure requirements in a dedicated operating model.

from €499.90 excl. VAT / monthView service

Three 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 system

Frequently Asked Questions about Zammad

Everything you need to know about Zammad

TopicsBasics Features & Capabilities Customization & Integration Deployment & Scaling Use Cases

Basics

Features & Capabilities

Customization & Integration

Deployment & Scaling

Use Cases

Knowledge

More about Zammad

Tutorials & guides

Matching solutions for your project

Reviews & projects

Client feedback and projects worldwide

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 KirchnerManaging Director, nextGYM GmbH

View project

International

Built in Germany's Ruhr Valley. Running worldwide.

WZ-IT designs, develops and operates infrastructure and software for clients in Germany and internationally. We deliver projects remotely and continue supporting them in ongoing operations after go-live.

Selected projects

Read client reviews

Managed Hosting & Operations

Enquire about hosting and operations for Zammad

Briefly describe the current state and objective for Zammad. We assess infrastructure, integration, and ongoing operations.

Straight with Timo and Robin - no sales team, no pitch
An honest take, including when we are not the right fit
Concrete next steps for infrastructure, software or AI

No risk: worst case, you leave with a clearer understanding of your project than before.

Email[email protected]Phone+49 2922 875068

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.

Jakob ÖschlbergerInno7 GmbH

Zammad: Managed Hosting, Installation and Operations

Efficient Ticketing

Comprehensive Knowledge Base

Multichannel Support

Workflow Automation

Flexible Customization

Comprehensive Integrations

On-Premise

Cloud Installation

Enterprise Setup

VPN Access

SSO Integration

Multi-Factor Auth

Firewall & Hardening

24/7 proactive monitoring

Updates and patches

Daily backup with 7-day retention

Personal technical contact

CTI / Telephony Integration

Core Workflows (Ruby)

External Authentication

What the Zammad setup includes

Live CRM Data

Custom Channels (WhatsApp/Signal)

Zammad hosting in Germany: GDPR-compliant operations

Request a test instance

Installation on Your Infrastructure

Run Zammad on hardware at your organisation

Teams and business processes

Secure access

Identity and permissions

Zammad platform

Database and files

Communication services

APIs and business systems

Choose a Jira alternative or ticket system with reasons

Connect users, sites and systems

Assess Section 203 requirements separately

Basics

What is Zammad?+

What communication channels can Zammad handle?+

Is Zammad open source - and what does that mean practically?+

Is Zammad multilingual?+

Features & Capabilities

What core features does Zammad offer?+

Does Zammad have a knowledge base or self-service/FAQ module?+

Does Zammad support automations and workflow rules?+

Does Zammad support automation for tasks like time tracking, ticket templates, or text snippets?+

Are search functions and full-text search possible in Zammad?+

Does Zammad support roles, permission management, and user/organization management?+

Customization & Integration

Can Zammad be customized to individual processes and workflows?+

Are there APIs and integration options?+

What advantages does Zammad offer compared to traditional email or chat support solutions?+

Deployment & Scaling

On which systems and under what requirements does Zammad run?+

Can Zammad be operated in your own data centers or infrastructure?+

Is Zammad scalable - e.g., with many agents or high ticket volumes?+

Use Cases

What types of organizations or companies is Zammad particularly suitable for?+

Can Zammad be used for both external customer support and internal IT/service desk?+

Under what conditions might Zammad be less suitable?+

Tutorials & guides

Matching solutions for your project

Built in Germany's Ruhr Valley. Running worldwide.

Selected projects

Read client reviews

Which Zammad service do you need?