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Zammad is flexible and powerful, but that’s exactly where a few pitfalls can sneak in. After countless solved support cases, Bozo from our support team knows the traps — and how to avoid them. In his LinkedIn series “Bozo Breaks It”, he shares real-world examples from daily practice. Along the way, he’s gathered a collection of tips that truly deserve their own article here on the Zammad Blog.

At the Smart Country Convention 2024, we gained valuable insights into the ongoing digital transformation of the public sector. In 2025, we’re returning — this time as an exhibitor — to showcase how our open-source helpdesk software helps optimize processes, integrate systems, and sustainably improve citizen services.

Open source means freedom of choice – including when it comes to hosting and support. But especially in complex setups, the partner you choose can make a world of difference. In this article, we’ll show you why working directly with the software creator not only ensures technical convenience but also delivers real added value in terms of stability, security, and ongoing development.

Artificial intelligence is seen as a true game-changer in customer service, promising faster responses, lower costs, and improved quality. But relying blindly on automation often leads to frustration instead of progress. In this article, we’ll take a practical look at common mistakes and explain why, in our view, hybrid models are the right approach.

More and more administrations are turning to open source – and not just for cost reasons. But what does it take to make the transition successful and sustainable? What hurdles are there and what are the long-term benefits of using open software? We discussed these and other questions with Klaus Mueller, head of the Open Source Program Office for the city of Munich.

The digital transformation of public administration is gathering pace. An increasing number of public services can now be accessed online, from updating your address to applying for a driving licence. Yet, despite this growing number of digital forms, many citizens remain frustrated. What is often lacking is clear, consistent communication throughout the process. The City of Munich demonstrates how Zammad can address this issue.

Widespread but often unnoticed: Employees are increasingly using AI tools without official approval. A quick reply via ChatGPT, a report generated at the click of a button. What seems efficient at first glance can pose serious risks to data privacy, security, and output quality. Learn how IT teams can identify these risks, establish clear policies, and integrate AI into the organization in a responsible, future-ready way.

Zammad is open by design — both as open-source software and via its powerful REST API. Yet many organizations still don’t take full advantage of it. With the right setup, you can automate workflows, sync data, and even integrate AI. In this article, we’ll show practical ways to connect Zammad with tools like n8n to unlock automation that truly supports your team.

Zammad is entering a new phase in its development. What’s shaping the road ahead? In this interview, Product Owner Gerrit Daute shares insights into key technical decisions, fresh ideas around AI and explains why openness at Zammad is about more than just open source. A conversation about responsibility, innovation and where the product is headed next.

Businesses today use a variety of cloud-based services, and with every new tool comes another set of user accounts and passwords to manage. IT teams are under pressure to meet increasing security demands, while employees struggle to juggle countless logins every day. This costs time and increases security risk. Find out how single sign-on can help.

Multilingual support is a key competitive advantage for internationally operating companies — but it can quickly become a challenge, especially when requests have to be manually assigned or forwarded first. The result: delays and misunderstandings that can impact customer satisfaction. With automatic language detection, this extra step is no longer necessary.

Organizing a nonprofit project comes with its challenges—limited resources, tight schedules, and the need for transparency. But how do you stay organized without getting bogged down by complex software or high costs? Luckily, open-source digital tools can help NGOs work more efficiently. These ten solutions make daily operations smoother and help organizations focus on what truly matters: making an impact.