Press Release

Helpdesk Zammad Launches Version 5.0 With Dynamic Workflows and Inclusive Language

· Zammad GmbH launches version 5.0 of its open-source helpdesk software. It includes a new main feature: Core Workflows. This allows the creation of individual screens with dynamic fields including mutual dependencies. In addition, Zammad switches to inclusive language.

Zammad software, which has been making a name for itself as a German open-source solution for years, has always been known for its customizability. With today's major release, Zammad 5.0, comes another feature that contributes to that.

New Feature: Core Workflows

The new Core Workflows, also known as Dynamic Screens, allow users to customize screens and ticket masks for all user groups as well as to define dependencies. For example, if a certain field is filled in, other fields are displayed/hidden, provided with a predefined selection option, or defined as mandatory/optional fields.

Switching to inclusive language

Many of the terms used in developer circles are outdated and have negative connotations due to historical, political, or other incidents. In order to include all users equally and to maintain and promote respectful interaction, Zammad is switching to inclusive language with the new release. As a result, expressions such as "master / slave" will be replaced with alternatives in the future.

Other new features

Besides that, Zammad 5.0 comes with several other additions and improvements. These include an integration for the omnichannel communication platform Messagebird and an improved display of inactive agents within the system. Also, it is now possible to add attachments to triggers and link knowledge base articles within a ticket. In addition, integration with Jira has been improved so that Zammad now recognizes when a Jira mail belongs to an existing ticket and links both items.

An exciting year

Zammad already made the news in March, when version 4.0 was released. That version brought numerous new features, including the possibility to tag agents in a ticket and an improved mobile design. It also added connectivity to Grafana and Kibana for better reporting and an integration for GitLab and GitHub.

Shortly after, there was another success story: the first half of 2021 saw Zammad finish - as every previous one so far - with revenue and customer growth of over 90%, despite being fully bootstrapped.

Connectivity miracle with focus on data protection

Zammad can be used as on-premise software or as software-as-a-service (SaaS) and runs on German servers. The focus is always on data protection. Zammad is based on current web technologies such as WebApp/HTML5, WebSockets, and REST in the frontend and relies on Ruby on Rails in the backend. Thanks to its REST API, Zammad can be easily implemented in existing system environments and also offers connections for the administration of telephone, users, or monitoring.

Zammad is now available in 46 languages and is therefore used by small and large companies worldwide. These include NGOs such as Amnesty International, international chains such as Adina Hotels, and well-known retailers such as De'Longhi Germany. Zammad is also popular with local German businesses like Karls Strawberries and e-commerce companies like myposter.

Since its release 5 years ago, there have been over 700,000 software downloads, over 10,000 GitHub commits, and over 2,600 GitHub stars.

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