🚀 Soon available in Zammad 7.0

AI-Powered Helpdesk On Your Terms

Not AI for the sake of AI.
But meaningful automation where it makes a real difference. With Zammad, you decide on the AI model, the infrastructure, and how your data is handled.

See Zammad AI in our Release Webinar

ø 40%
faster response times
ø 70%
fewer routine tasks
50% +
cost savings

Your Data, Your Choice

Three Flexible Ways to Run AI in Your Helpdesk

AI should empower your team — not compromise your data. With Zammad, you decide which AI technology is used and where your data is processed.

  1. Zammad Managed AI

    A ready-to-use AI solution, operated on secure servers in a controlled environment. Benefit from intelligent support with clearly defined data protection standards.

  2. Bring Your Own AI

    Connect your existing OpenAI or Azure account, or integrate other compatible models. You decide which AI model is used within Zammad.

  3. Self-Hosted LLM

    Connect a local AI instance and process your data exclusively on your own infrastructure — for maximum data sovereignty and control.

Portrait picture of Martin Edenhofer Zammad CEO

Many AI tools are a black box. Zammad 7.0 is a vault. We enable AI-powered support that meets the strictest European data protection standards by supporting local LLMs (Large Language Models).

— Martin Edenhofer, Founder & CEO

Stay in the Driver’s Seat

Human Expertise with AI Power

AI can be amazing — as long as it doesn’t overstep. Zammad AI supports you exactly where daily workflows tend to slow things down.

AI Agents

  • Automatically detects and populates ticket attributes
  • Supports custom and user-defined fields
  • Triggers actions such as intelligent ticket routing
  • Reduces manual steps and input errors
  • Frees up time for what really matters: your customers
Graphic illustrating Zamamd AI ticket summary feature

AI Ticket Summary

  • Extracts the most relevant information automatically
  • Turns long tickets into concise overviews
  • Highlights important details and turning points
  • Analyzes customer sentiment
  • Identifies open questions and concrete next steps
Graphic illustrating Zamamd AI writing assistant feature

AI Writing Assistant

  • Helps craft clear and professional responses
  • Improves grammar and spelling
  • Ensures a consistent communication style
  • Helps meet internal quality standards
  • Enables confident customer communication

Results that Matter

Your Competitive Advantage

Scale your support operations without compromising quality. Turn AI into a strategic advantage that grows with your team.

  1. For your agents

    • 70% fewer routine tasks * — more focus on solutions
    • Consistently high quality, even during peak ticket volumes
    • Higher team satisfaction and lower employee turnover

  2. For your customers

    • Up to 40% faster response times *
    • A better service experience through consistent communication
    • More trust in your professional support service

  3. For your business

    • 30%+ cost savings * through optimized processes
    • Scalable support, even as ticket volume grows
    • A competitive edge through modern, reliable service

* Success metrics based in internal studies and industry research.

As Zammad users since 2019 and early beta testers for version 7.0, we’ve seen the evolution firsthand. The AI Summaries are a standout—turning complex, multi-person threads into clear overviews in seconds. The Writing Assistant, especially with custom translation prompts, makes international support effortless. Furthermore, the AI Agents for group assignment and prioritization have noticeably slashed our response times. These features don’t just save time; they’re genuinely a pleasure to use!

Michael Schönweger
Snitec GmbH

We've been using Zammad since 2022, and the new AI features are a game changer for us. The AI support gives us valuable time to identify and process critical tickets faster allowing us to gain precious time when dealing with escalations. AI-powered ticket routing and filtering saves us several hours each week, which we now dedicate to resolving actual issues. The future potential is enormous.

Marco Stuhlfarth
Schmidt Digitaldruck GmbH

With Zammad AI, we have taken our ticketing system to the next level. I am particularly impressed by the Ticket Prioritizer of AI Agents. It automatically prioritizes tickets in the background, ensuring that no urgent requests are overlooked. Existing tickets are also regularly reassessed to reflect changing needs. The result: we respond faster and more effectively, sustainably improving our service quality.

Sample calculation:
ROI of AI summarization

Realistically, around 45% of all tickets need to be escalated to second-level support or reassigned to another agent. This means those tickets are read at least twice: once during handover and once when they are picked up. The following example illustrates the effort involved, based on an assumed volume of 23,000 tickets per year — with and without AI-powered summaries.

Our Commitment

What Guides Our
Approach to AI

Your Data. Your Decision.
Whether public cloud, private cloud, SaaS, or on-premises — you decide which LLM you use and how your data is handled. Data protection, exactly as you require it.
Openness by Design
Our AI capabilities are built on the same open-source principles as Zammad itself: transparent, auditable, and open to the community.
Focus on Real Value
We don’t chase hype. We build features that measurably improve your support workflows and deliver tangible value — not just impressive demos.
Serving the Support Agents
No AI with a mind of its own — just intelligent tools that free your team to focus on what truly matters: your customers.

Ready for the EU AI Act

  • Full Sovereignty with Local LLMs

Zammad allows you to connect to Ollama and run powerful language models (such as Llama 3) on your own infrastructure. Not a single word leaves your data center — the most secure way to use AI without third-country data transfers.

  • Aligned with the EU AI Act

The new regulation requires transparency and human oversight. Zammad follows a strict human-in-the-loop approach: AI generates drafts and summaries, but final decisions and approvals always remain with your team.

  • Transparency Instead of a Black Box

As an open-source platform, Zammad provides a transparent and auditable architecture. You always know how your data is processed.

  • Protection Against Vendor Lock-in

Stay independent. If regulatory requirements or security needs change, you can switch your AI model in just a few clicks.

Profiel picture of Zammad product owner

"AI should complement human capabilities, not replace them. At Zammad, we develop intelligent tools that help your team provide better, faster, and more personalized customer service—without sacrificing control over data or transparency."

— Gerrit Daute, Product Owner at Zammad

More on Zammad AI

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Seven Reasons to Choose a Hybrid AI Approach in Customer Service
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Shadow AI in the Workplace: Root Causes, Risks and Responsible Solutions
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AI that serves support agents: Zammad’s Product Owner on balancing innovation and user autonomy
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Using Automatic Language Detection for Better Customer Experience
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Demystifying AI in Customer Support: Understanding the Potential and Limitations of the Technology
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Is AI The Future In Support? Opportunities And Challenges Of ChatGPT & Co.
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Frequently Asked Questions

Answers to the most important questions about the AI features.

When will the AI features be available?

The initial AI features are scheduled for release with Zammad 7.0. This page provides an early look at what’s coming.

What approach does Zammad take regarding data protection and security?

We believe in transparency instead of black-box AI. You decide which Large Language Model (LLM) to use and how it is hosted — in the cloud, on-premises, or via Zammad AI. This gives you full control to meet your data protection and compliance requirements at all times.

Do I have to use a specific AI model?

No. We deliberately avoid vendor lock-in. You are free to choose the model and provider that best fit your requirements.

Which AI providers are supported?

Zammad offers flexible integrations so you can choose the solution that best fits your technical and compliance requirements.

Supported models and providers:

  • Zammad AI
  • OpenAI
  • Ollama
  • Anthropic
  • Azure AI
  • Mistral AI
  • Custom OpenAI-compatible models
Are there additional costs for the AI features?

Yes. Costs depend on whether you use Zammad as a SaaS solution or in a self-hosted setup.

Zammad SaaS:
To use the AI features, you need a plan that includes AI functionality. These plans will be available with the release of Zammad 7.0. When using Zammad AI, a fee of €0.03 per AI call applies.

Zammad Self-Hosted:
In a self-hosted environment, the Zammad administrator decides which LLM to connect — either a local model or an external AI provider. Costs depend on the selected infrastructure and the pricing of the respective provider.

Can I disable the AI features?

Yes. All AI features can be enabled or disabled individually. You remain in full control over which capabilities you choose to use.

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