Features

Helpdesk Features for a Great Support System

Illustration of a headset

Wanting to help and being able to help do not always go hand in hand. That's why Zammad has integrated numerous clever features that make it easy for helpdesk agents (aka support heroes) to respond quickly, reliably and competently.

Customer Support made easy

Special Features for Special Agents

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.

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.

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!

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.

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.

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.

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.

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

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