From model choice to data handling

Zammad 7.0:
Ready for what's next?

The same Zammad you love, but with an extra brain.

The Core Idea

AI with sovereignty by design

AI in helpdesk software often comes with strings attached: limited transparency, unclear data handling, or workflows that bypass human judgment.

Zammad takes a different path, where AI is:

Optional
enable it where it helps
Transparent
see exactly how it works
Sovereign
choose your LLM model

Learn more about Zammad AI

Flagship AI Features

AI should remove friction, not create it. That’s why Zammad 7.0 focuses on three core AI use cases that save time in daily ticket work, without adding complexity.

  1. Ticket Summary

    When tickets change hands or return from pending states, agents need context fast. Turn long threads into concise overviews—including customer intent, key discussion points, open questions, and recommended next steps.

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  2. Writing Assistant

    Turn a quick draft into a professional reply in seconds. Improve your wording, fix grammar, expand your drafts and simplify complex explanations—all within the Zammad editor.

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  3. AI Agents

    Let AI Agents handle the logistics. Save hours on manual work with automated routing, categorizing and titling happen silently in the background. Every step is tracked and clearly documented in the ticket history.

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Shaped by real-world feedback

Zammad’s AI capabilities were refined in close collaboration with our beta testers, who put them to work in real support environments. Here is how these tools are already making an impact:

As Zammad users since 2019 and early beta testers for version 7.0, we’ve seen the evolution firsthand. The AI Summaries are a standout—turning complex, multi-person threads into clear overviews in seconds. The Writing Assistant, especially with custom translation prompts, makes international support effortless. Furthermore, the AI Agents for group assignment and prioritization have noticeably slashed our response times. These features don’t just save time; they’re genuinely a pleasure to use!

Michael Schönweger
Snitec GmbH

We've been using Zammad since 2022, and the new AI features are a game changer for us. The AI support gives us valuable time to identify and process critical tickets faster allowing us to gain precious time when dealing with escalations. AI-powered ticket routing and filtering saves us several hours each week, which we now dedicate to resolving actual issues. The future potential is enormous.

Marco Stuhlfarth
Schmidt Digitaldruck GmbH

With Zammad AI, we have taken our ticketing system to the next level. I am particularly impressed by the Ticket Prioritizer of AI Agents. It automatically prioritizes tickets in the background, ensuring that no urgent requests are overlooked. Existing tickets are also regularly reassessed to reflect changing needs. The result: we respond faster and more effectively, sustainably improving our service quality.

Who Zammad 7.0 is for?

Designed for teams that think ahead

Zammad 7.0 is made for organizations that want to introduce AI thoughtfully — without sacrificing control, stability, or long-term flexibility.

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IT & Service Companies

Scale your support with AI assistance while keeping your team's expertise at the heart of the conversation.

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Support Teams

Reduce ticket handling time and standardize responses by automating routine tasks without compromising reliability.

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Regulated Industries

Combine open-source freedom with local LLM (like Ollama) for GDPR-compliant, sovereign data handling in sensitive environments.

Beyond the AI

Discover more of Zammad 7.0

Beyond the flagship AI features, Zammad 7.0 includes enhancements to the editor, LDAP, webhooks, and numerous technical improvements across the platform.

Ready for the full technical breakdown?

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