What a journey!

Zammad's Anniversary: seven years and still going strong!

October 2023 marks 7 years of Zammad! Wow, has it really been that long? What began as a daring vision to democratize customer service has blossomed into a self sustaining company in the open source environment. We haven't just crossed the pivotal point often referred to as the "seven-year itch" where many businesses stumble; we've thrived, fostering a strong community, expanding our user base, and earning the loyalty of countless customers along the way.

What this post is about

  • More “canals” (channels) than Venice
  • All streams flow to the sea, yet the sea never overflows
  • Swimming against the current
  • In action for a better quality of life
  • Some things never change

Today, we count over 1.5 million downloads of our software, empowering companies of all sizes around the globe to deliver great customer support. Whether it's in IT, retail, healthcare, education, or even the creative world of art, Zammad is dedicated to enhancing customer support for everyone, everywhere. We believe that language should never be a barrier to accessing great software. Thanks to the invaluable support of our users and community, our helpdesk is available in nearly 50 languages.

Zammad is poised for an exciting future, yet before we dive into the next chapter, we wanted to take a moment to look back on how far we’ve come.

More “canals” (channels) than Venice

Surely, many of us have had moments where we reminisce about how things were simpler in the past. Urgent questions were received by phone call. Less pressing matters were resolved through the traditional "snail" mail. But the way we communicate has dramatically changed since those days. In our personal lives, we communicate through multiple channels: WhatsApp, Facebook, Instagram, Twitter (or more recently known as X) and several others, which have seamlessly integrated into our daily routines. Corporations have also acknowledged this transformative shift in communication. However, most of the communication tools described are primarily designed for individuals rather than organizations.

All streams flow to the sea, yet the sea never overflows

The challenge lies in channeling these diverse communication platforms into one consolidated space, where companies can effectively manage and streamline their interactions. While Zammad may not have pioneered the concept of a ticketing system, we approached it with a strong belief in its untapped potential to be something more - better, easier, and freer. With Zammad, our goal extended beyond revitalizing an established software division: we aimed to initiate a movement, build a community and create a space for active participation. And we made it happen! With nearly 5,000 community members and 3,700 stars on GitHub, we've infused a breath of fresh air into the industry of customer support.

Swimming against the current

Who says an open source business can’t be profitable? In 2016, Zammad was founded with a clear goal in mind: to develop a software solution that not only embodies openness, but also has the potential to thrive as a robust and sustainable business model. Organized as a foundation and not commercially oriented, Zammad's fundamental commitment is to guarantee the rights of users, thus providing a modern, open, and free platform to the community.

While our love for open source software remains unwavering, we also recognize the need for sustainable revenue sources. Our financial model is rooted in a Software as a Service (SaaS) solution, available for turnkey leasing. Moreover, there is a lot of potential for making a living with free software, including consulting, extensions, and training, to name just a few examples. With an annual growth of over 85% in 2021 and over 90% in 2022, Zammad is a testament to the fact that an open-source business can be both profitable and beneficial to all.

In action for a better quality of life

If you were to ask us about our primary goal with Zammad, we could provide you with numerous well-prepared answers. Ultimately, what truly matters is that our end users can effectively and conscientiously carry out their work, and that during their leisure time, they can engage in activities that make life truly meaningful - whether it's spending time with their family, kitesurfing, crafting ships in a bottle, or playing the didgeridoo. Our hope is that Zammad will provide people with a sense of security and confidence, making their lives a bit more enjoyable. After all, the tickets won't vanish into thin air.

Some things never change

While Zammad has experienced significant growth and the software continues to become more powerful, our core values never change. Our commitment to supporting teams worldwide, enabling them to work more efficiently and excel in their daily interactions with customers, will continue to be the driving force behind everything we do.

  1. More “canals” (channels) than Venice
  2. All streams flow to the sea, yet the sea never overflows
  3. Swimming against the current
  4. In action for a better quality of life
  5. Some things never change
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