An anniversary is the perfect opportunity to look back. But rather than reflecting on what we've achieved over the years, we wanted to hear from the people who use Zammad every day: our customers and users. Their stories made us smile, filled us with pride, and above all, reminded us of one thing: Zammad has become so much more than just a ticketing system.

When a Ticket Sparks Real Change

Sometimes, the true impact of software isn't measured in numbers, but in the way it inspires people to rethink how they work.

We're increasingly using Zammad to simplify workflows and make our colleagues' day-to-day work easier. And the best part is when colleagues start coming up with ideas of their own and ask, "Could we try doing this with Zammad?" That's when a tool and a ticket become a catalyst for real change.

Kathleen Gerlach, ITV.SH

When Your First Big Project Becomes a Lasting Memory

You never quite forget your first big project. For Adrian Mierzejewski, it was introducing a ticketing system to his company while he was still an apprentice. With around 30 solutions to choose from, the challenge was clear: His colleagues were rather skeptical about ticketing systems, so finding something simple and intuitive was essential.

This is exactly where Zammad stood out, with its modern, chat-like interface and clear, intuitive structure! It wasn't just me who liked it, but also several department heads, which made the decision an easy one.

Zammad is still widely used throughout the company today. But beyond the software itself, what Adrian remembers most fondly is the support he received during that very first project:

I was still an apprentice at the time, and the friendly conversations with Zammad's support team really helped keep me motivated along the way.

Adrian Mierzejewski, KONSUM DRESDEN eG

When the Holiday Rush Becomes a Little Less Hectic

Anyone who works in customer service knows that the holiday season isn't exactly the calmest time of year. So it's all the more rewarding when a new solution proves its worth right when it matters most.

We knew we'd made the right decision with Zammad when we made it through our first holiday shopping season after implementation without descending into chaos. We were finally able to manage our customer tickets professionally and significantly improve our productivity.

Franziska Schiffer, Dussmann das KulturKaufhaus GmbH

When Less Really Is More

More features don't necessarily mean better support. For Gijs Rutten, Zammad's greatest strength lies in its focus on what really matters.

We switched from an all-in-one solution to a system with an incredibly fast, intuitive interface. In fact, it's so easy to use that agents barely need any training at all. Almost immediately after introducing Zammad, team morale improved significantly, and misrouted requests became much less common.

Gijs Rutten, ecomsilio

When Multiple Channels Come Together in One Central Hub

Emails, WhatsApp messages, website inquiries, and internal coordination: At Homerent, communication happens across many different channels. With Zammad, the team has brought them all together in one central workspace.

Before Zammad, requests and tasks were scattered across different channels. Today, WhatsApp, email, website inquiries, and internal processes are much more structured and connected. As a result, fewer things fall through the cracks, responsibilities are clearer, and recurring workflows are much easier to automate.

Tobias Dietz, Homerent Immobilien GmbH

When a Pilot Project Turns Into a Long-Term Success Story

Sometimes, it starts with a small trial, and before you know it, Zammad has become an indispensable part of everyday work. Christian Wally has seen this happen time and again. Beyond Zammad's flexibility and wide range of integrations, he particularly values its continuous development, independence from large corporations, and, in his own words, "above all, the people behind Zammad."

I've helped many organizations introduce Zammad, and so far, not a single one has stopped using it. It often starts with a pilot project, but Zammad quickly becomes such an integral part of daily operations that the transition to full production happens almost seamlessly, often without anyone even noticing.

Christian Wally, don't panic it-services GmbH

When Great Support Builds Trust

Arno Smulders' experience shows that great software is about more than just features. For his company, switching to Zammad not only reduced costs but also provided greater flexibility in using its own ticket data for reporting.

Our questions and incidents are covered with personal contact and within the hour responses, creating trust in the collaboration.

Arno Smulders, Costo Intralogistics

When It's About More Than Just Software, Even After Seven Years

Seven years, hundreds of agents, and plenty of shared experiences: Christoph Schreiber is one of Zammad's long-standing users. What makes us especially happy is that he values not only the software itself, but also the personal relationships and collaboration with the Zammad team.

Gerrit was a huge help when we first implemented Zammad, and I'm glad he's now the Product Owner. Communication with the team has always been easy and friendly, too. Zammad certainly has its quirks, but above all, it offers some really great solutions. It's flexible, easy to customize, straightforward to use, and consistently fast. New developments, such as AI and the redesign, aren't overlooked. They're carefully considered, discussed, and introduced. The regular events where new features are presented are also really valuable.

Christoph Schreiber, Schulte Home GmbH & Co. KG

And What Do Our Customers Wish Us for the Future?

Of course, our customers didn't just share their experiences. They also sent us some lovely birthday wishes.

At Dataport, Zammad is now used across more than 20 shared inboxes and groups, each operating independently. Following an extended proof-of-concept phase, Zammad has become an established part of daily operations. And there's more to come:

Zammad has a bright future at our company, and we're also offering it to our customers.

Anja also shared a birthday wish for the years ahead:

We wish Zammad every success over the next ten years and all the best in tackling the challenges ahead.

Anja Grams, Dataport

Thank You for Ten Wonderful Years Together! ❤️

As different as these experiences may be, they all have one thing in common: They show what's possible when people come together to bring an open-source idea to life.

To us, these stories are the best birthday gift we could ask for. Whether you've been with us for just a few months or many years, every single story means something special to us!