Zammad
Berlin, Germany
What it is
Zammad is a support platform for customer service, IT support, and internal operations. Teams can organize requests from multiple channels, assign and prioritize tickets, and add internal notes. Templates, bulk actions, and automation help reduce repeated work. The web application supports more than 40 languages and includes a knowledge base; multilingual knowledge bases are listed for the Plus plan. Zammad provides a REST API and integrations including LDAP, Sipgate, Placetel, Checkmk, Monit, and Nagios. Version 7.0 includes AI agents, ticket summarization, and a writing assistant, with optional AI features priced at €0.03 per AI call. Hosted plans start at €7 a month billed annually, with a 30-day trial and a listed free plan. A self-hosted edition runs on customer servers, where customers handle updates, backups, and availability. Employee portal, SLA management, and single sign-on are listed.
For and against
For
- Ticket assignment and prioritization
- Automation, templates, and bulk actions
- Web app supports over 40 languages
- REST API and listed integrations
- Self-hosted deployment available
Against
- Hosted plans limit agent counts on Starter and Professional
- Self-hosting requires customer-managed updates and backups
- Optional AI features cost €0.03 per call
The verdict
Zammad combines multichannel ticket handling, automation, knowledge management, and integrations in hosted or self-hosted forms. Review plan limits, support coverage, and operational responsibilities before choosing an edition.
Who it suits
Zammad suits support, IT, and operations teams needing shared ticket workflows, multilingual web access, or self-hosting. Its API and listed integrations also fit teams connecting support data to other systems.
Plans and prices
Starter v2
maximum 5 agents · Email/Web Form/SMS · 10 MB attachments · 20 GB storage
Read 21 Oct 2026 · zammad.com
Professional v2
maximum 35 agents · Chat and Telegram · SLAs · monolingual knowledge base
Read 21 Oct 2026 · zammad.com
Plus v2
unlimited agents · Facebook and WhatsApp · GitHub/GitLab integration · multilingual knowledge base
Read 21 Oct 2026 · zammad.com
Business
email support · 6-hour maximum response · 15 service requests · bug escalations
Read 21 Oct 2026 · zammad.com
Enterprise
initial assessment · email and phone support · 4-hour maximum response · 45 service requests
Read 21 Oct 2026 · zammad.com
Corporation
email and phone support · 2-hour maximum response · 95 service requests · managed patch/minor/security updates
Read 21 Oct 2026 · zammad.com
On the record
- AI
- Zammad 7.0 includes AI agents, ticket summarization, and a writing assistant, with free choice of LLM stated by the company.zammad.com · read 8 Oct 2026
- AI charges
- The pricing page says optional AI features cost €0.03 per AI call.zammad.com · read 8 Oct 2026
- API authentication
- API authentication supports HTTP basic authentication, access tokens and OAuth2, including restricted-scope API tokens.zammad.com · read 21 Oct 2026
- API clients
- Zammad documents official PHP and Ruby API clients and notes additional community-maintained clients.zammad.com · read 21 Oct 2026
- App-store availability
- The App Store lists Tammad, an unofficial iOS Zammad client, as free with in-app purchases and not verified for macOS.apps.apple.com · read 21 Oct 2026
- Automation
- The product offers templates, bulk actions, and automation to reduce repetitive support work.zammad.com · read 8 Oct 2026
- Company
- The company milestones page says Zammad GmbH was founded in October 2014 as the commercial counterpart to the Zammad Foundation.zammad.com · read 8 Oct 2026
- Company facts
- LinkedIn lists Zammad GmbH as a privately held Berlin company founded in 2015 with 11–50 employees.linkedin.com · read 21 Oct 2026
- Database requirement
- Supported package installations use PostgreSQL 15 or newer.docs.zammad.org · read 21 Oct 2026
- Documentation
- The administrator documentation is published as an open-source Sphinx project and covers installation, prerequisites and configuration.github.com · read 21 Oct 2026
- Elasticsearch limitation
- Elasticsearch is optional but strongly recommended because without it search is slower and substantially more limited.docs.zammad.org · read 21 Oct 2026
- Hardware requirements
- The documentation recommends at least 2 CPU cores and 6 GB RAM for a minimal PostgreSQL deployment, plus 4 GB if Elasticsearch runs on the same server.docs.zammad.org · read 21 Oct 2026
- Integrations
- Zammad provides a REST API and lists integrations including LDAP, Sipgate, Placetel, Checkmk, Monit, and Nagios.zammad.com · read 8 Oct 2026
- ISO certification
- Zammad GmbH announced ISO/IEC 27001:2022 certification on June 18, 2026.zammad.com · read 21 Oct 2026
- Knowledge base
- Professional includes a monolingual knowledge base and Plus includes a multilingual knowledge base.zammad.com · read 21 Oct 2026
- Languages
- The web application supports more than 40 interface languages.zammad.com · read 21 Oct 2026
- Licence
- The software is licensed under GNU AGPLv3 and its source code is owned by the independent Zammad Foundation.github.com · read 21 Oct 2026
- Limit: email customization
- The same Software Advice review said automatic emails were difficult to customize.softwareadvice.com · read 21 Oct 2026
