Zammad
Open-source helpdesk and ticketing system with omnichannel support
Founded
N/A
Starting Price
Free
Category
Customer Support
Last updated March 14, 2026
About Zammad
Zammad is an open-source helpdesk and customer support platform that consolidates interactions from email, chat, phone, social media (Twitter, Facebook), and web forms into a single ticketing system. Built for teams that need flexible deployment options, Zammad offers both cloud-hosted and self-hosted editions with full source code access under the AGPL license. The platform features automated ticket routing, customizable triggers and escalation rules, SLA management, time tracking, knowledge base, and comprehensive reporting. Zammad's AI features provide ticket summaries with intent detection, key points, and sentiment analysis. With a clean web interface, full-text search across all communication channels, and integrations with popular tools, Zammad serves as a powerful open-source alternative to Zendesk and Freshdesk for businesses of all sizes.
Pros & Cons
Pros
- Fully open-source (AGPL) with free self-hosted community edition
- True omnichannel support — email, chat, phone, and social media in one inbox
- Clean, intuitive web interface that displays information logically
- Flexible deployment: cloud-hosted or self-hosted on your own infrastructure
- Affordable hosted plans starting at just ¤7/agent/month
Key Features
Omnichannel support: email, chat, phone, social media, and web forms in one place
Open-source (AGPL) with self-hosted and cloud-hosted options
Automated ticket routing with customizable triggers and escalation rules
AI-powered ticket summaries with intent, sentiment, and next steps
Built-in knowledge base for self-service support
SLA management with escalation tracking
Full-text search across all tickets and communication channels
Time tracking and reporting with analytics dashboards
Customer support ticket management
Use case
Pricing
Community (Self-hosted)
Free
- Full open-source (AGPL license)
- Self-hosted deployment
- Core ticketing and channels
- Community support
- Unlimited agents
Featured In
#2
7 Best Open-Source Customer Support Platforms You Can Self-Host (2026)
Best open-source helpdesk for email-centric support — superior ticketing, SLA management, and full-text search for teams that prioritize structured workflows over real-time chat
#2
Zendesk Alternatives Without Per-Agent Seat Pricing (2026)
Best for internal IT and B2B support teams that need Zendesk Professional/Enterprise features without the $100+/agent/month price tag.