Zammad review
A flexible open-source service desk with strong knowledge-base, workflow, and integration coverage.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
Zammad is an open-source help desk and ticketing platform for customer service, IT support, and internal operations teams. It brings requests from email, web forms, SMS, chat, and messaging services into a ticketing workspace with customer and organization records. Teams can publish searchable public or internal knowledge-base articles, provide a customer interface for ticket tracking, and manage work through macros, templates, mentions, escalations, and service-level agreements. It is available as hosted SaaS or self-hosted software with optional commercial support.
The published annual-billing plans start with Starter v2 at €7 per agent per month for up to 5 agents. It includes email, web form, and SMS channels, ticket history, macros, triggers, schedulers, business hours, and 20 GB of disk space. Professional v2 costs €16 per agent per month and supports up to 35 agents, adding chat, Telegram, service-level agreements, a single-language knowledge base, and individual roles and ticket objects. Plus v2 costs €25 per agent per month, supports unlimited agents, and adds Facebook Pages, WhatsApp, Core Workflows, a multilingual knowledge base, GitHub and GitLab integrations, and reporting with Elasticsearch and Grafana. A 30-day free trial is available.
Zammad fits teams that want control over deployment and broad service-desk connectivity. Its REST API supports basic, token, and OAuth2 authentication, while SSO is available through SAML, OpenID Connect, and Shibboleth. Integrations include LDAP, Microsoft Teams, i-doit, Grafana, Kibana, Nagios, Checkmk, Monit, Sipgate, and Placetel. AI agents, ticket summaries, and writing assistance extend the platform beyond basic ticket handling. Choose it for open-source flexibility, knowledge management, and channel coverage; consider an alternative if verified approval workflows or official native mobile apps are essential.
Zammad pros and cons
- Where it wins
- Open-source deployment with hosted and self-hosted options
- Searchable public and internal knowledge bases with multilingual support
- SSO, REST API, AI assistance, and broad integrations
- Where it doesn't
- No verified approval workflows
- No official native mobile applications
- Plus is required for multilingual knowledge bases and Git integrations
Zammad fact sheet, pricing and score →
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