Features

Zammad Makes Your Support Team Productive

Illustration of a smartphone

There is so much to do and it is getting more and more. Sounds familiar? To us as well! That's why our helpdesk software Zammad offers with numerous features to give your team a better overview. Now agents can find solutions quickly and process tickets more efficiently and productively.

Keep calm and achieve more

Organized and Informed Thanks to Zammad

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!

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!

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.

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.

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!

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.

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.

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