Zammad Installation

We don't just set up Zammad – we handle the complete package: architecture and sizing consultation, selection of the appropriate installation method (packages, Docker, Kubernetes if needed), database and Elasticsearch setup, webserver/reverse proxy with TLS, backup concept, monitoring basics, as well as documentation and handover. Optionally, we configure roles, SLAs, and basic workflows.

A self-hosted installation makes sense as soon as you need more control over data, integrations, and infrastructure – typically from a small to medium support team with multiple agents and sensitive customer data. What matters is ticket volume, integration needs, and compliance requirements, not so much the number of employees. In an initial consultation, we jointly assess whether self-hosting really makes sense for you.

Zammad officially runs on common Linux distributions like Debian, Ubuntu, or CentOS, or as a Docker/Kubernetes deployment. You need a supported database (e.g., PostgreSQL) and Elasticsearch for search. As a rough minimum, we recommend a dedicated Linux server or VM with sufficient CPU, RAM, and storage for smaller teams; we'll size this specifically in a sizing workshop.

We follow the 'Bring Your Own Infrastructure' approach: Zammad is installed on your infrastructure – in your own data center, with your hoster, or in your preferred cloud (e.g., AWS, Azure, Hetzner, GCP). No WZ-IT hardware required. We coordinate with your IT team or hoster and integrate into existing operational processes.

Yes. Depending on the environment, we install Zammad either via official packages on a Linux server or containerized via Docker or Docker Compose; for larger environments, a Kubernetes setup may also make sense. We jointly select the variant that fits your operational and compliance requirements.

Yes. You can choose between pure project work (we install, you operate) and ongoing operations by WZ-IT. In a managed setup, we handle monitoring, updates, backups, security hardening, and incident handling – on WZ-IT infrastructure or in your cloud, depending on setup and SLA. We clarify details in a consultation.

Yes, Zammad can be operated GDPR-compliant – what matters is location, configuration, and processes. Through hosting in European (e.g., German) data centers, encryption (TLS/VPN), role and permission concepts, and appropriate retention and deletion rules, a compliant setup can be achieved. WZ-IT supports with architecture, technical measures, and coordination with data protection officers.

On request, we set up secured access via VPN (e.g., WireGuard, NetBird, Tailscale), configure firewalls and hardening (rate limiting, Fail2Ban, IP filters), and integrate central identity solutions like Keycloak, Authentik, or Azure AD for SSO and MFA. This creates a near-zero-trust setup that fits well into your existing security architecture.

Zammad backups include database, application data, and Elasticsearch index. We develop a backup & restore concept including appropriate intervals, retention times, and encryption – plus regular test restores. On request, we add a disaster recovery plan (e.g., failover to a second data center/region) and integrate everything into existing backup systems.

Yes. Beyond technical installation, we typically help with basic configuration: roles and permissions concept, groups, ticket types, SLAs, business hours, notifications, and simple automations (triggers/macros). How deep we go depends on project scope – from 'basic setup' to customized workflows we develop with your department.

Zammad offers LDAP/AD integration, external authentication sources (e.g., Azure AD/OAuth2/SAML), and a REST API for additional connections. WZ-IT handles technical integration into your identity & access management as well as interfaces to third-party systems (e.g., CRM, monitoring, CTI), provided they offer APIs or webhooks.

Yes. We jointly plan data model mapping (tickets, users, organizations), migration path (e.g., imports, API scripts), test migration, and cutover. Important are downtime strategy, parallel operation, and risks with history imports. We bring experience from migrations of various systems and create a procedural model that fits your requirements.

We stick to standard features and official interfaces (e.g., REST API, webhooks, configuration in Zammad itself) as much as possible, rather than making deep code changes. Before major updates, a staging environment with workflow and integration tests is recommended – following Zammad documentation recommendations. WZ-IT can design and technically support this process.

Zammad itself only provides rough guidelines since requirements heavily depend on agents, channels, and ticket volume. For smaller environments, we often start with a dedicated Linux server/VM with multiple vCPUs, sufficient RAM, and separate storage for database and backups; Elasticsearch requirements are also important. We analyze tickets, growth, and load peaks to derive specific sizes and reserves.

Beyond a certain size, separating components (database, app server, Elasticsearch) and possibly an HA setup is recommended: database cluster, multiple app instances behind a load balancer, separate Elasticsearch node(s), and redundant storage and backup concepts. WZ-IT plans and implements such architectures – classically with VMs or containerized (e.g., Kubernetes).

That's flexible: You can handle operations and updates entirely internally, we support occasionally (e.g., for major updates), or WZ-IT takes over ongoing operations as a managed service (monitoring, patching, security fixes, capacity planning). In our proposal, we clearly define which tasks are yours and what WZ-IT handles, including escalation paths and response times.

A self-hosted Zammad installation is worthwhile when you want full data control (e.g., own data center), flexible integrations, deeper customizations, or cost certainty without agent licenses. SaaS solutions like Zendesk/Freshdesk score with low operational overhead but are less flexible regarding infrastructure and data management. WZ-IT helps you make a sober decision for your use case.

Zammad is a modern, web-based helpdesk system focused on usability and multi-channel support, positioning itself as an alternative to OTRS-based solutions. OTRS/OTobo are often very powerful but complex to operate. Whether Zammad fits better depends on your processes, integration needs, and UI preferences. We jointly compare requirements, effort, and operating models.

The vendor's Zammad Cloud is a fully operated SaaS service in German, ISO27001-certified data centers – updates, operations, and security are handled there. A self-hosted installation (on-prem or in your cloud) with WZ-IT gives you maximum control over location, integrations, security, and cost structure. Which variant makes sense strongly depends on compliance, IT resources, and integration needs.

Typical process: Requirements workshop and system selection, define target architecture and sizing, test Zammad installation, pilot configuration, migration concept (data mapping, imports/API), test migration, training, then planned cutover with fallback option. WZ-IT can support the entire process – from concept through implementation to operations – keeping migration and downtime plannable.

As a rough guide, at least 4 GB RAM is recommended for container setups, but actual requirements heavily depend on load, channels, and features. For 20-50 agents, we usually plan a dedicated server/VM with sufficient CPU, RAM, and fast storage plus backup capacity. In a sizing workshop, we calculate this more specifically based on your tickets and growth plans.

With very strict requirements (custom contracts, special logging/deletion concepts, network segmentation, customer-owned HSM/VPN), a self-hosted installation is often more flexible because all layers (network, OS, monitoring, third-party systems) are under your control. Zammad Cloud reduces operational overhead but is standardized. We jointly analyze your regulatory requirements and outline both options including risks.

Self-hosting means effort for updates, monitoring, backups, security hardening, and incident handling – but you have infrastructure and cost control. A SaaS variant shifts this effort to the provider but buys that with less infrastructure influence and sometimes usage-based costs. WZ-IT can work through a rough TCO analysis (3-5 years) for both variants with you.

An integration concept before installation makes sense: Which identities come from AD/LDAP? Which system is authoritative? How do agents access (VPN, ZTNA)? Which business systems should create tickets or exchange data? Based on this, we design architecture, interfaces (SSO, REST API, webhooks), and security concept, then implement the integration step by step with testing.

If you have little internal IT operations know-how, managed variants make sense: either Zammad Cloud directly from the vendor or a managed hosting/managed operations model with WZ-IT on your or our infrastructure. The difference: With WZ-IT, you retain maximum infrastructure control while outsourcing operational work. In discussion, we clarify which variant fits better technically, professionally, and economically.