Zammad for Public Sector
Whether it’s IT service, citizen inquiries, or processes spanning multiple departments, Zammad brings requests and communication together in one place, establishes clear responsibilities, and ensures transparent, traceable workflows across teams and departments.
Self-hosted or SaaS · ISO 27001 certified & GDPR compliant · AI sovereignty
From incoming requests to internal coordination, Zammad gives your teams a shared place to manage their work. Everyone can see what’s open, who’s handling it, and where things stand.
“Which request should I handle next? 🤔”
SLA rules display deadlines right in the ticket and automatically alert your team when a deadline is missed.
“Where can I find the history and attachments for this request? 🙄”
Conversations, internal notes, and attachments stay together in one ticket, so authorized staff can find everything they need in one place.
“Shouldn’t this be handled by another department? 😬”
Tickets can be easily reassigned and worked on across teams without losing context along the way.
“Who did what, and when? 🤨”
A complete ticket history provides a clear, audit-ready record of every change and note.
“We go through the same steps every time we do this. 😵💫”
Automations, triggers, and macros support consistent workflows and cut down on manual work.
“We keep getting the same questions about residential parking permits … 😩”
The knowledge base gives citizens self-service access to answers while providing staff with ready-to-use response templates.
“Which case does this request actually belong to? 😓”
Custom fields let you capture case numbers, parcel numbers, asset IDs, and other key details in a consistent, structured format.
Zammad gives your teams the tools to manage public inquiries, simplify workflows, and reduce the administrative workload across departments.
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.
Create individual overviews - specifically for your different teams. Numbers, names, columns, properties, and permissions can be defined by the administrator.
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.
It's so convenient if you can just look 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!
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.
Different teams need different data. Our Core Workflows with Dynamic Object Screens allow you to define exactly which ticket fields different groups should see, making Zammad less cluttered - and even more perfect for individual use cases.
Link programs quickly, easily, and straightforwardly through a REST API and get real-time information on all your channels and operations.
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.
