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Zammad

Zammad is a web based open source helpdesk/customer support system with many features to manage customer communication via several channels like telephone, Facebook, Twi...

  • Linux
  • Self-Hosted
Avg rating of 4 (3)| 3 comments
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Zammad Features

Zammad information

  • Developed byZammad GmbH
  • LicensingOpen Source and Free product.
  • RatingAverage rating of 4
  • Alternatives37 alternatives listed

Supported Languages

  • English

Our users have written 3 comments and reviews about Zammad, and it has gotten 32 likes

Zammad was added to AlternativeTo by zammad on and this page was last updated .

Comments and Reviews  Post a comment/review

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Guest
  
Top positive comment ago
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Very good design, and knowledge base search engine work well.

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TristisOris
  
Top positive comment ago
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good free solution with great support.

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JB205
  
Review ago
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This helpdesk is only a few months old as of writing this but it's very promising. I like that they're embracing the "dashboard" style of web app over the traditional style of helpdesk that just throws you into a list of tickets. It's nice to see an overview and activity stream before diving in. Installing was a pain in the ass. I tried it w/ Ubuntu and failed. Finally got it working on CentOS7. I'm no linux genius so your mileage may vary.

As an agent, your ticket views are reminiscent of an email inbox and the method of updating tickets and adding notes is more akin to an email/chat hybrid. The UI is a little confusing - it took me a while to figure out how to reply to a ticket via email but I think the general idea is sound. It'll just take some tweaking of the UI to get it right. There's some functions that should be able to be completed in one-click that take more (i.e. press the + button and then hit "New Ticket" - Why two clicks when new ticket is the only option?)

Admins can create custom "Overviews" which are essentially saved searches. You can have an overview for "my tickets", "unassigned and open", etc. I can see this being useful for MSPs where you can create overviews for various clients (i.e. "Open Tickets for Company A") or searches based on length of time a ticket has been open to find stale tickets.

I haven't tried the live-chat function, but it looks slick.

My biggest complaint is the customer-facing side. It's built on the same foundation as the agent side and looks a lot like an email inbox. While I believe that works for agents, it's a mess for customers. The customer interface should be stripped down and a dead simple view of open tickets.

I'm going to keep an eye on this project. I don't think calling this a version 1.0+ product is correct. It should still be considered in development in my opinion. I'm going to stick with OSTicket for now but I'd like to switch to Zammad because I like the concept of the workflow better. I'm hoping as the product matures, they'll work out the kinks.

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Tags

  • Responsive design
  • Customer Chat
  • ticketing-system
  • Customer Support
  • coffeescript
  • Help Desk
  • Html5
  • rails
  • Javascript

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