Zammad

Zammad is an open source helpdesk and customer support platform for teams juggling inquiries across several channels at once. Email, chat, telephone and social media conversations land in one place, so a support team works from a shared view instead of separate inboxes and a private memory of who answered what.

Ownership is unusual for a project of this size. The source code belongs to the Zammad Foundation, independent of commercial providers, while development is carried out by Zammad GmbH together with the community. The software is licensed under the GNU AGPLv3 and the project states it will stay open source.

Installation is offered in several shapes.

• Docker images: official container images and a Docker Compose setup are published.
• Helm chart: a chart is available for Kubernetes clusters.
• Binary packages: DEB and RPM builds track both the stable and the develop branch.
• REST API: documented endpoints let other systems read and write tickets.
• Documentation: an installation guide, a developer manual and a security policy ship with the project.

For teams that would rather skip setup, configuration, backup and update work, Zammad GmbH runs a cloud service with a free trial instance. Hosting it yourself keeps customer conversations on your own servers, which is usually the reason to pick it in the first place.