Zammad is a self-hosted customer support platform used to manage tickets, conversations, and support workflows. It helps teams centralize requests, collaborate on responses, and maintain a history of customer interactions. Organizations use Zammad when they want to keep support data in‑house while providing agents with a modern web interface.
- Multi-channel ticketing (email, web form, chat, social media, phone)
- Ticket and conversation management with full history
- SLA management and escalation rules
- Knowledge base integration
- Real-time customer view with 360° overview
- Automation rules, triggers, and text modules
- Reporting and analytics dashboards
- ITIL processes and change management
- SSO integration (Kerberos, OIDC, SAML)
- AI-powered features (LLM integration for text suggestions)
- GraphQL and REST API
- Backend: Ruby 3.4.8, Ruby on Rails 8.0
- Frontend: Vue.js, TypeScript, CoffeeScript, JavaScript
- Database: PostgreSQL 17+
- Search Engine: Elasticsearch 9+
- Cache: Memcached, Redis
- Web Server: Nginx
- Node.js: 20+ (for asset compilation)
- Package Manager: pnpm 10+
- Self-hosted installation on Linux (Debian, Ubuntu, CentOS)
- Containerized deployment with Docker Compose
- Cloud SaaS option available via Zammad GmbH
- License: GNU AGPLv3 (open-source)
- Founded: 2014 by Martin Edenhofer
- Owner: Zammad Foundation (since October 2014)
- Commercial: Zammad GmbH offers support, training, and consulting
- Repository: 5,500+ stars, 3.2M+ downloads
- Current Stable: v7.0 (March 2026)
¶ History and References
Any questions?
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