Zammad
🇩🇪 DE · from €7 (annual) / €9 (monthly)/mo
4.5/5· 18 reviews across 3 portals
Open-source helpdesk software with EU-hosted data and unlimited agents in the free self-hosted edition.
Replaces
Zammad is sought as a European alternative to:
Features
Communication Channels
- Email support
- Web forms
- Bidirectional SMS communication
- Chat and Telegram integration (plan-dependent)
- Facebook and WhatsApp support (Plus plan)
- Phone support (Plus plan, 8x5 CET)
Ticket and Workflow Management
- Text modules and macros
- Multilingual ticket handling
- Ticket history and mentions/watch
- Triggers and schedulers
- Business hours and branding options
- Service Level Agreements (SLAs) and individual roles
Knowledge Base
- Monolingual knowledge base (Professional plan)
- Multilingual knowledge base (Plus plan)
Reporting
- Standard reporting features
- Advanced reporting via Elasticsearch and Grafana
Security
- PGP email encryption and signing
- Two-factor authentication (2FA)
- Custom password policies and device logging
- Single sign-on (SSO) via SAML, OpenID Connect, or Shibboleth
- S/MIME email encryption and signing
- External authentication via OAuth (Twitter, Facebook, LinkedIn, Google)
Pricing
- Up to 5 agents
- Email and web form channels
- 10 MB attachments, 20 GB storage
- SSL encryption and 2FA
- Up to 35 agents
- Chat and Telegram channels
- SLAs and individual roles
- Monolingual knowledge base
- 35 MB attachments, 50 GB storage
- Unlimited agents
- Phone, Facebook, and WhatsApp channels
- Core workflows and expert mode
- Multilingual knowledge base
- 50 MB attachments, 150 GB storage
- Email support (Mon-Fri 9:00–17:00 CET)
- 6-hour max response time
- 15 service requests per year
- Bug escalations and security advisories
- Extended support (8:00–18:00 CET)
- Phone support
- 4-hour max response time
- 45 service requests per year
- Extended support (8:00–20:00 CET)
- 2-hour max response time
- 95 service requests per year
- Patch and minor release updates
All hosted prices exclude VAT. AI features are optional and charged at €0.03 per AI call.
EU Trust Profile
5 of 9 criteria verified with evidence, last checked 2026-08-03. Every ✓ links to its source.
- Evidence →Data Processing Agreement (DPA)
The Data Processing Agreement (DPA) is available upon request by contacting Zammad support.
- Evidence →Trust center / security page
This page outlines data protection principles, responsibilities, and security practices.
- Evidence →EU data residencyGermany
All Zammad cloud instances are hosted exclusively in German data centers.
- Public sub-processor listnot verified
- Evidence →ISO 27001
Zammad holds ISO/IEC 27001:2022 certification for its information security management system.
- SOC 2not verified
- BSI C5not verified
- TISAXnot verified
- Evidence →German-language support
Support is available in German via email and phone.
Verified means: the claim was publicly documented at the linked source on the check date. The vendor's own information prevails.
Reviews
Recurring themes, synthesized from public reviews across portals.
What users value
- Clean, intuitive interface that simplifies support ticket management across multiple channels
- Highly flexible and customizable to fit specific organizational workflows
- Open-source and self-hosted, providing full data control and avoiding vendor lock-in
- AI features reduce manual effort, saving users several hours per week in support workflows
- Centralizes communication channels (email, chat, social media) for unified tracking
- Strong integration capabilities with third-party apps, CRMs, and communication tools
- No licensing fees for self-hosted deployments, lowering total cost of ownership
Where users see room to improve
- · Feature requests are often dismissed as isolated cases, frustrating users seeking improvements
- · Documentation and onboarding are lacking, requiring users to engage via GitHub for support
- · Lacks professional services automation (PSA) capabilities like invoicing, billable hour tracking, or CMDB
Ratings across portals
Linked facts, we bring ratings from every portal together in one place.
Integrations
Feature, pricing and integration details are based on web research (as of 2026-08-03), without guarantee, errors are possible. The vendor's website prevails.