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.
Trusted by leading companies
Zammad is a trademark of Zammad GmbH. WZ-IT is an independent service provider and has no business, partnership, or contractual relationship with Zammad GmbH. We offer independent installation, hosting, and operations services.
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 experienced Zammad partner, we support you in installing, configuring, and customizing this powerful helpdesk system to your individual requirements and business processes.
Why Zammad with WZ-IT?
We install, host and operate Zammad for your company - either on our secure, GDPR-compliant infrastructure in Germany or other locations, as well as on-premise in your own environment.
With 24/7 monitoring, enterprise support, backups and professional maintenance, we ensure maximum availability and reliable operation of your Zammad instance.
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.
Zammad in Action
Experience Zammad in Action
See how simple and efficient Zammad works in practice. From installation to productive use.
Zammad Installation & Einrichtung
Professional installation on your infrastructure – on-premise, cloud or hybrid
On-Premise
In your data center
- Installation on bare-metal, VM or Docker
- Optimal performance configuration
- Integration with existing Active Directory/LDAP
- SSL certificate & reverse proxy
- Backup strategy & monitoring
- Security hardening following best practices
- Documentation & training
Cloud Installation
AWS, Azure, Hetzner & more
- Installation on AWS, Azure, GCP, Hetzner
- Terraform/IaC setup (optional)
- Kubernetes or Docker Compose
- Auto-scaling configuration
- Load balancer & CDN integration
- CloudWatch/monitoring setup
- Cost optimization & best practices
Enterprise Setup
High-availability setup with comprehensive security and compliance features
- High-availability cluster setup
- VPN access (e.g. WireGuard, NetBird, Tailscale)
- SSO integration (e.g. Keycloak, Authentik, Azure AD)
- Multi-factor authentication (MFA)
- Audit logging & compliance
- Disaster recovery plan
- Custom security policies
- Dedicated contact person
Security & Secure Access
Secure access and access control for your installation
VPN Access
WireGuard, NetBird or Tailscale
SSO Integration
Keycloak, Authentik, Azure AD
Multi-Factor Auth
TOTP, WebAuthn, YubiKey
Firewall & Hardening
Fail2Ban, Rate Limiting, IP Whitelisting
Secure Access via VPN
We set up secure VPN access to your installation – ideal for remote work and external employees.
- Zero-Trust Network Access (ZTNA)
- Encrypted connections
- Easy client setup for all devices
- Centralized access management
Supported VPN Solutions:
What's Included in the Service
Full-service installation with no hidden costs
Zammad Development & Integration
Zammad is extremely API-friendly. We use this to deeply integrate the helpdesk into your business processes – from call to invoicing.
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.
Concrete Use Cases
How we implement Zammad development in practice.
Live CRM Data
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.
Custom Channels (WhatsApp/Signal)
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.
Enterprise Managed Hosting
Enterprise Grade
Open source enterprise-ready for productive workloads - we run your applications with highest security standards and enterprise support
Why Enterprise Managed Hosting?
Open source software for business-critical processes requires professional maintenance, continuous updates, and enterprise-grade support. With our Zammad Enterprise Managed Hosting, you get the necessary infrastructure and support to reliably operate open source in production environments. Backups, SLAs, telephone support, and personal contact - so you can focus on your core business.
Installation on Your Infrastructure
Looking for a custom solution?
We also offer customized Zammad Enterprise solutions for your specific requirements. Contact us for an individual quote.
Interested in Zammad?
Good choice – we'll help you get started or with operations.
Manage Your Stack in the Customer Portal
As a Managed Service customer at WZ-IT, you have access to our exclusive portal: Monitor your infrastructure in real-time, schedule maintenance, request quotes, and get direct support – all in one central location.
- Real-time infrastructure status
- Reschedule maintenance windows yourself
- View complete access logs
- Direct support without detours
Frequently Asked Questions about Zammad
Everything you need to know about Zammad
Topics
Basics
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 & Capabilities
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.
Customization & Integration
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.
Deployment & Scaling
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.
Use Cases
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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What do our customers say?
Let's Talk About Your Idea
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.
Trusted by leading companies
Timo Wevelsiep & Robin Zins
CEOs of WZ-IT