Features

Your Helpdesk Solution With Strong Features

All Features
Helpdesk
Productivity
Integration

Historization of changes

Zammad is audit-proof. That's one reason why it is often used in banks. For example, the ticket history can be used to track who made which changes at what time.

Knowledge Base

It's so convenient if you can look just something up. That's why Zammad has an extensive knowledge base. It makes sure everyone is always in the picture - whether they’re an agent or a customer. Depending on your plan even in several languages!

REST API

Link programs quickly, easily, and straightforwardly through a REST API and get real-time information on all your channels and operations.

Individual fields

Zammad allows you to create individual fields - such as specific dates or query classifications. And best of all, it works not only for tickets but also for users and organizations. Learn more

Immediate changes

Changes to objects (e.g. changing a status or adding a note) are immediately displayed in Zammad. The advantage? It prevents duplicate work and colleagues are always well informed.

Individual Lists & Overviews

Create individual overviews - specifically for your different teams. Numbers, names, columns, properties, and permissions can be defined by the administrator. Learn more

Chat

Be quick now: via our chat, your support team can solve customer queries 7x faster than via conventional email. Learn more

Phone

With our CTI integration, you can quickly and easily integrate your telephone system for incoming and outgoing calls. Customers are identified by their caller number. Make your service even more personal with direct calls!

Multilingualism

The Zammad web app supports over 30 languages. Simply select your preferred interface language and avoid misunderstandings.

Branding

Individual people require individual styles. Design your signatures freely and add your company logo to the platform. Self-hosted versions also offer the possibility to completely personalize Zammad via custom CSS.

Multiple Tasks

Zammad encourages multitasking: your agents can open and edit multiple documents (tickets, users, organizations) at the same time without having to switch between browser windows. Learn more

Autosave

Closing without saving will have no effect with Zammad. Your latest work is automatically saved and can also be edited from other devices.

Text modules

Zammad means convenience: with the help of our flexible text modules, customer inquiries can be handled more efficiently. Simply define your own shortcuts! Learn more

Permanent marking

Finding important sections easily? Zammad supports the permanent marking of relevant passages so that you can find them at a glance at any time. Bye-bye, sticky notes!

Full-text search

The needle in a haystack? No problem with Zammad. Our full-text search does not only scan tickets but also their attachments. And all of this at breakneck speed: for example, searching 40GB of data takes less than 3 seconds. Learn more

Customer information page

Who was that again? At Zammad, all of your customers have their own information page with all contact details and important information. This way you won't forget anything!

Dashboard

Been away for a while? No problem: the Zammad dashboard shows you what you have missed. Be it new messages, assigned tickets, or missed calls - you are right back in the game!

Templates

Do you have to answer the same questions over and over again? Zammad allows you to create individual ticket templates. This way you never type more than necessary, save valuable time, and can be sure that every agent always finds the right words.

LDAP integration

Zammad offers you centralized user/rights management options using our secure LDAP integration. See at any time who belongs to your helpdesk and automatically assign roles and permissions. Learn more

Security

With Zammad you are on the safe side: we support various password policies and device logging to ensure that you can work securely and reliably at all times.

SSO

Zammad offers easy Single Sign-On with just one click thanks to the integration of architectures such as SAML or Shibboleth. Don't spend a lot of time searching for passwords, just start right away!

S/MIME
sponsored

With Zammad you’re on the safe side: thanks to the S/MIME integration, your e-mails are encrypted and signed. This ensures secure and authenticated communication at all times.

Customer interface

After customers have created tickets, they can track the status via the customer interface. This way, everyone is always in the picture and can provide further information.

VIP

Zammad shows you who is important. Use the VIP feature to select important customers so they will be highlighted. You can also use this feature for triggers/notifications.

External authentication

With Zammad it is possible to sign in through third parties such as Twitter, Facebook, LinkedIn, or Google via OAuth. This way you are securely connected to Zammad with just one click.

Zammad Migrator

Migration without sacrifice? It's simple: When you change to Zammad, you can easily take your existing data with you. Use the Zammad Migrator and switch from OTRS, Freshdesk, or Zendesk to Zammad quickly and securely. Learn more

Time recording

Zammad enables agents to record the exact processing time per ticket. This makes planning and billing easier.

Tags

Create your own tags to easily categorize your tickets. This makes it easier than ever to find tickets again and guarantees that you always have an overview.

Bundle or split tickets

With Zammad you can bundle related tickets or split one ticket into several. This way you always have a structured overview of all open to-dos.

Parent/child relationship

One of your tasks results in further work steps? No problem: link main tasks with further tickets within seconds by defining a parent-child relationship.

Organization information page

There was something important ... On the individual page for each organization, you will find all relevant information at a glance. So relax - nothing gets mixed up anymore!

Assignment from user to organization

Create a sharing organization and grant its members certain access rights. Changes can be made quickly and tickets can be assigned more easily.

Sipgate Integration

Contact your users by phone and solve problems efficiently: the Sipgate integration facilitates calls directly from Zammad, creates a call log, and secures important information. Learn more

Placetel Integration

Personal chats are often the most successful ones. Zammad has a Placetel integration that allows you to make calls to customers, provides a call overview, and records all calls in the customer profile. Learn more

CTI Integration
sponsored

Zammad's advanced CTI integration allows you to make top quality calls directly from your helpdesk. This way you can offer your customers optimal support and have everything in one place. Learn more

CSV import of users and organizations

Getting started is hard? Not with Zammad: import your existing databases, user lists, etc. as CSV files with just one click. This way you immediately have access to everything you need!

Checkmk Integration

Keep an eye on performance: the Checkmk integration provides an overview of your server utilization, load times, etc. and ensures that issues are detected in time.

Monit Integration

Always know how things are going – thanks to the Monit Integration. View current data on your system status directly in Zammad and let Monit automatically make adjustments and corrections.

Nagios Integration

Zammad offers you a direct integration with Nagios, allowing you to monitor your system, networks, and infrastructure. This helps you to recognize developments immediately and react straight away.

i-doit Integration

Easy IT documentation directly in Zammad: the integration of i-doit makes it possible. Keep an eye on your data, processes, and systems so that you can always make adjustments and improvements.

icinga Integration

Is everything going well? The icinga integration shows you all important data, statistics, and performance details directly in Zammad. Alerts warn you about problems so that you can react in time.

Clearbit Integration

Want to be close to your customers? The Clearbit integration keeps you up to date. How often did this customer visit your site? Who has changed jobs? Stay on the ball and adjust your service!

Exchange Integration

Our Exchange synchronization allows you to import Exchange address book contacts straight into Zammad. This way every contact is always at hand - and absences can be easily managed.

Telegram Integration

Allow your users to contact you easily via Telegram. Thanks to the integration, you can receive and process messages directly in Zammad and have everything in one place.

Facebook Integration

See immediately when someone comments on your Facebook posts. The corresponding integration allows you to reply quickly and directly in Zammad, so you can maintain a short response time.

Slack Integration

Are you engrossed in a Slack chat? No problem: just link it to Zammad! This way you can automatically receive a message in Slack when there is a new ticket.

Editing conflict warning

It’s so annoying if you have just edited something and a colleague overwrites it at the same time. With Zammad this doesn't happen anymore - our conflict warning directly indicates when multiple agents are editing the same ticket.

Out of office / replacement

You're not there? But the ticket is waiting! No problem - just appoint a replacement who will receive your tasks automatically. If they are also not there, their substitute will receive it, and so on. That way you won't leave any customers hanging.

iCal Integration

All appointments at a glance: the iCal integration allows you to link Zammad to the most popular calendar tools. This way overdue tickets and pending reminders are automatically added to your calendar.

Groups

Form groups to create separation within your teams and departments. By creating specific settings you can easily assign permissions, specify senders, and define signatures.

Editor

Bring more clarity to your messages with the Zammad Editor. Whether it’s boldface, italic text, or bullet points - simple keyboard shortcuts ensure easy layout.

Twitter Integration

Are people talking about you? Don’t miss out. Answer immediately with a status update or a direct message directly from Zammad.

SMS
sponsored

Use the bidirectional customer communication via SMS and receive (unidirectional) trigger notifications. So you won't miss anything anymore!

SLA / Escalations

Would you like to guarantee certain customers a specific reaction or solution time? Zammad helps you to meet and evaluate it. This can be configured very quickly and easily in the admin interface. Learn more

Signup
Together we turn your customers into fans.
Start free trial!
Newsletter
All releases and news directly in your inbox.
Subscribe to the newsletter