Zammad

Key Features of Zammad

Zammad comes with a powerful set of features designed to enhance team productivity and customer satisfaction:

• Multi-Channel Support
  Manage customer conversations from email, chat, phone, social media, and web—all in one place.

• Ticket Management System
  Convert all customer interactions into organized tickets with state, priority, tags, and ownership.

• Advanced Search & Filtering
  Quickly find the tickets you need using full-text search, filters, and saved queries.

• Macros & Workflows
  Automate repetitive actions to boost efficiency and maintain consistency across tickets.

• Live Chat Integration
  Offer real-time support directly through your website with customizable live chat options.

• Knowledge Base
  Build and manage a public or internal knowledge base to reduce ticket volume and empower users.

• GitHub/GitLab Integration
  Link tickets with development tasks and repositories to streamline issue tracking.

• Time Accounting
  Log and analyze time spent on support activities for internal reporting or client billing.

• Security Features
  Two-factor authentication, role-based permissions, and encrypted communication for secure operations.

• Mobile-Friendly Interface
  Access your helpdesk on the go with a responsive design for smartphones and tablets.

• Shared Drafts & Notes
  Collaborate with your team using shared drafts and internal notes within tickets.

• Caller Log & Telephony Integration
  Keep records of incoming and outgoing calls, with support for VoIP systems.

• Custom Text Modules
  Create reusable snippets and templates to speed up responses without losing the human touch.

• Checklist Support
  Add checklists to tickets to ensure multi-step tasks are fully completed.

Transform Your Customer Support with Zammad

Are you overwhelmed by customer inquiries flooding in from all directions, email, phone, chat, even social media? Is your support team losing time switching between tools, missing updates, or duplicating efforts?

That’s where Zammad steps in.

Zammad is a web-based, open-source helpdesk and customer support system designed to simplify your workflows and unify communication across all your support channels. It’s flexible, modern, and surprisingly powerful. Whether you’re a growing startup or an established enterprise, Zammad can scale with you.

What Makes Zammad Different?

At its core, Zammad is about clarity. It transforms scattered messages into organized, actionable tickets. Every customer request, regardless of how it arrives, is captured and tracked through a single interface. That means your support team can stay focused, respond faster, and never miss a beat.

Zammad also doesn’t box you in. Being open source, it’s customizable to fit your team’s needs. Prefer to handle tickets by group or priority? Want to track time spent per case, integrate with GitHub or GitLab, or even manage company assets through i-doit? Zammad makes it possible.

Get to Know the Interface

The learning curve is gentle. As you dive in, you’ll discover how easy it is to create and manage tickets, follow up, set priorities, or assign team members. The glossary, built-in documentation, and intuitive layout make it easy for newcomers and experienced agents alike.

Power users will appreciate features like advanced search, macros, and suggested workflows to speed up repetitive tasks. Even small touches, like shared drafts and keyboard shortcuts, add up to a better experience for teams that live in the helpdesk every day.

Built-In Collaboration and Insight

Zammad isn't just about managing tickets; it’s about empowering your team. With live chat, internal notes, and a shared knowledge base, agents stay aligned and informed. Reporting tools give you insights into team performance and customer trends without needing third-party add-ons.

Security matters, too. Zammad supports secure email, two-factor authentication, and granular permissions so your data, and your customers’, stays protected.

Always Within Reach

Zammad works beautifully across desktop and mobile, so your team can respond from anywhere. Whether you're in the office or on the move, your helpdesk is always a few clicks away.

Ready to Take the Next Step?

If you’re spending more time managing support tools than actually helping your customers, it’s time to simplify. Zammad brings everything together so your team can focus on what really matters, delivering excellent support.