· Long awaited, now finally here: With Zammad 7.0, the first AI features are making their way into your everyday support work. We have worked hard to develop a solution that requires no compromises: Benefit from intelligent support while retaining full control over your data and the language model used.
Zammad 7.0 makes AI a practical tool for your helpdesk — from automated ticket actions and lightning-fast summaries to hands-on support when drafting replies. And we’re staying true to our principle: we provide the features, you stay in control of the infrastructure. Which LLM is used is entirely up to you — aligned with your own security standards.
Want to see what that looks like in practice and how our beta testers rate the new features? Head over to our AI topic page.
But first — the release highlights 👇
🎥 Prefer watching to reading?
No problem! Marcel – aka That Helpdesk Guy – will guide you through what’s new in Zammad 7.0 in his latest YouTube video. Nerd talk included! 👉 Watch the video here!
Our AI agents do the groundwork in your inbox. Once configured, they can be flexibly integrated into triggers, macros, or scheduler jobs. These agents take on tasks such as automatic categorization, setting priorities, or even overwriting ticket titles for greater clarity.
Complete transparency: Every action taken by an AI agent is documented in the ticket history, so every change remains traceable.
Live collision notification: When an AI agent is processing a ticket, this is indicated by an avatar in the live user bar. This prevents simultaneous manual changes.
👉 You can find all the details on setting up the different agent types in our Zammad Admin documentation.
Long ticket histories take time. With the AI summary, agents can get a precise overview of the conversation so far and the core issues of a case with just one click. This ensures immediate knowledge transfer, especially during handovers or escalations, without having to manually review pages of communication history.
What the AI summary provides you at a glance
Once the analysis is complete, an indicator on the sidebar tab informs you of the results. You immediately gain clarity on:
As with all AI features in Zammad 7.0, full control is a priority:
👉 You can find all the details on setup in our admin documentation on Zammad AI Summary.
The AI writing assistant helps your team in the ticket editor to formulate more precise and professional responses. The AI provides suggestions, but the final decision always rests with your agents.
Standard tools (activate and use immediately):
Custom tools:
Create your own AI writing assistants for very specific use cases, for example, for industry-specific wording or to give texts a very specific tone (mood).
👉 Detailed information on setup and configuration can be found in our admin documentation on AI writing assistants.
Zammad 7.0 makes text editing much more convenient. Previously, formatting options were mainly accessible via keyboard shortcuts. Now, the new bubble menu provides all the important text formatting tools conveniently in the editor.
In addition to major AI innovations, we have made many adjustments to make Zammad even more flexible and powerful.
Zammad now supports nested (recursive) groups for role mapping. Admins can decide individually for each assignment whether users from subgroups should be automatically included. This enables seamless integration of existing, complex directory structures without additional manual effort.
👉 You can find all the details in our admin documentation on LDAP in Zammad.
Access to reporting profiles can now be restricted to specific roles (similar to overviews). For example, team leaders can be given targeted access to relevant metrics without reporting remaining an “all-or-nothing” tool. Without an assigned role, a profile remains visible to all users with reporting permissions.
👉 You can find all the details in our admin documentation on Reporting Profiles in Zammad.
Webhooks now support additional HTTP methods and the Bearer token authentication standard. This not only makes connecting third-party systems more secure, but also allows Zammad to communicate with itself via its own API. This enables complex processes to be automated, such as the automatic creation of follow-up tickets or the direct assignment of checklist templates when tickets are updated.
👉 You can find all the details in our admin documentation on Adding webhooks in Zammad.
The new ASCII folding support in the search requires that the Elasticsearch index (if used) be rebuilt after updating to Zammad 7.0. Detailed information can be found in our documentation at Rebuilding Elasticsearch Index.
All details: https://github.com/zammad/zammad/blob/develop/BREAKING_CHANGES.md#fulltext-search-is-now-asciifolding
All details: https://github.com/zammad/zammad/blob/develop/BREAKING_CHANGES.md#nginx-configuration-update
All details: https://github.com/zammad/zammad/blob/develop/BREAKING_CHANGES.md#catalan-locale-change
All details: https://github.com/zammad/zammad/blob/develop/BREAKING_CHANGES.md#slack-integration-removed
All details: https://github.com/zammad/zammad/blob/develop/BREAKING_CHANGES.md#twitter-integration-removed
We are changing the behavior of the hidden setting system_bcc in the next release. System notifications will no longer be sent automatically with system_bcc. From now on, only customer communications will continue to be sent.
As a web-based application, Zammad requires an up-to-date browser. We support the latest stable versions of the following browsers:
Zammad may also work with other browsers or older versions. However, please understand that we do not actively test these and cannot offer official support for them.
ZAA-2026-01
ZAA-2026-02
ZAA-2026-03
ZAA-2026-04
ZAA-2026-05
ZAA-2026-06
All improvements can be found in the Changelog.
Here you can find information on upgrading your Zammad installation: