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Zammad has proven to be a valuable solution for users in various industries, addressing their diverse needs and challenges. One notable …
Overview
What is Zammad?
Zammad is a helpdesk software and ticketing system designed to streamline communication and support processes for businesses. According to the vendor, it provides a centralized platform for managing customer inquiries and support tickets, enabling teams to handle customer requests and provide assistance....
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Product Details
- About
- Tech Details
What is Zammad?
Zammad is a helpdesk software and ticketing system designed to streamline communication and support processes for businesses. According to the vendor, it provides a centralized platform for managing customer inquiries and support tickets, enabling teams to handle customer requests and provide assistance. Zammad is said to be suitable for businesses of various sizes, from small startups to large enterprises. It caters to a wide range of professions and industries, including customer support representatives, IT support teams, service desk managers, helpdesk administrators, retail and e-commerce companies, IT companies, education institutions, healthcare organizations, and the hospitality industry.
Key Features
Historization of Changes: According to the vendor, Zammad offers an audit-proof ticket history that tracks changes made by users, ensuring transparency and accountability.
Immediate Changes: The vendor claims that any changes made to objects in Zammad, such as status updates or notes, are immediately reflected in the system, preventing duplicate work and keeping everyone informed.
Smart Chat: Zammad's smart chat feature is said to enable support teams to resolve customer queries faster than traditional email communication.
Multilingualism: The vendor states that the Zammad web app supports over 40 languages, allowing users to work in their preferred interface language.
Dashboard: According to the vendor, the Zammad dashboard provides an overview of new messages, assigned tickets, and missed calls, helping users stay up to date with their tasks.
VIP: Zammad allows users to designate important customers or organizations as VIPs, which the vendor claims highlights their status and enables special triggers or notifications.
Editor: According to the vendor, Zammad's editor provides formatting options such as bold, italic, and bullet points, allowing users to create clear and organized messages.
Mobile View: Zammad provides a responsive design that, according to the vendor, allows users to access and manage their tickets on mobile devices, ensuring flexibility and productivity.
Duplicate Detection: The vendor claims that Zammad's Duplicate Detection feature helps prevent duplicate support tickets by identifying similar attributes and notifying users when a potential duplicate is detected.
Knowledge Base: Zammad includes an extensive knowledge base that, according to the vendor, allows users to store and access important information such as FAQs, troubleshooting guides, and product documentation. This feature aims to ensure that agents and customers have access to relevant information.
Zammad Features
- Supported: Email Management
- Supported: Ticket Management
- Supported: Activity Dashboard
- Supported: Alerts/Escalation
- Supported: Customer Database
- Supported: Customizable Branding
- Supported: Interaction Tracking
- Supported: Knowledge Base Management
- Supported: Macros/Templated Responses
- Supported: Multi-Channel Communication
- Supported: Prioritization
- Supported: Real-Time Chat
- Supported: Reporting/Analytics
- Supported: Self Service Portal
- Supported: Service Level Agreement (SLA) Management
- Supported: Social Media Integration
- Supported: Third Party Integrations
- Supported: Workflow Configuration
Zammad Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Mac, Windows, Linux, Chromebook |
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- Business Problems Solved
- Pros
- Cons
Zammad has proven to be a valuable solution for users in various industries, addressing their diverse needs and challenges. One notable use case is in the realm of help desk support. Users have found Zammad to be a cost-effective and easy-to-set-up ticketing system, allowing them to efficiently track and manage customer inquiries. With Zammad, users have been able to handle requests for service effectively, documenting solutions and improving overall response times. As a result, many users have reported a reduction in the number of open tickets compared to their previous ticketing system.
Another key use case is in order tracking and management. Zammad has been successfully utilized by businesses, such as those offering laser engraving services, to keep customers informed about their orders. By using Zammad's features, customers are able to inquire about their orders at any time, providing them with peace of mind and ensuring transparency throughout the process.
For those seeking an on-premise solution, Zammad has emerged as a suitable alternative to other help desk software platforms. Users who previously relied on solutions like Freshdesk have found Zammad's self-hosted option to be stable and easy to use without the need for external support. This has provided businesses with greater control over their help desk operations while still delivering a seamless experience for both agents and customers.
In addition to its versatility in help desk support, Zammad has proven its worth in managing IT tickets within companies. The software offers a fast and clean experience that allows IT teams to efficiently address technical issues and provide timely resolutions. By utilizing Zammad's comprehensive ticketing system, companies have witnessed improved response times and streamlined operations in handling IT-related matters.
Overall, Zammad has established itself as a reliable tool that solves various problems faced by businesses across multiple industries. Its effectiveness in ticket management, order tracking, and IT support showcases its wide range of applications. Whether it's reducing response times or enhancing customer satisfaction, Zammad has consistently delivered results for its users.
Open-source and Self-hosted: Several reviewers have expressed their appreciation for the fact that Zammad is an open-source product, allowing for easy self-hosting. This feature has been seen as a major advantage by users who value the flexibility and control it provides.
Intuitive Interface: The clean and intuitive interface of Zammad has received positive feedback from multiple reviewers. They have found it easy to use from the start, with a well-designed ticket system flow that enhances their overall experience with the software.
Flexible Text Modules: Users have praised Zammad's flexible text modules for their speed and efficiency in providing quick responses to standard questions. This feature has been particularly useful in managing tickets and ensuring prompt customer support.
Lack of Polished Interface: Some users have expressed that Zammad is not as polished as other customer support software like ZenDesk. They feel that the interface could be improved to provide a more seamless and visually appealing user experience.
Difficulty in Finding Agent Performance Metrics: Users have mentioned that it can be challenging to locate agent performance metrics within Zammad. This makes it difficult for them to track and evaluate the productivity and efficiency of their support agents.
Limited Ticket Management Capabilities: Several users have noted that Zammad lacks richness in managing ticket history, finding root causes, and identifying trends. They feel that the software could benefit from enhanced features to better analyze and review tickets, which would help streamline their support processes.