Name: Zammad
Rating: 9 (2 reviews)
Author: Zammad

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

Software Repositories

Development

Online Proctoring Software

Education

Audit

Business Intelligence (BI)

Collaboration

Enterprise Generative AI

Visual Collaboration

Enterprise

Accounting

Revenue Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

AIOps

C/C++ Integrated Development Environments

Cloud Storage

Cybersecurity Consulting

Data Center Infrastructure Management

Data Quality

Data Virtualization

Desktop Management

Distributed Denial of Service (DDoS) Protection

Fraud Detection

Hadoop-Related

Hosted Virtual Desktop

Integration Platform as a Service (iPaaS)

MLOps

Managed Public Cloud Infrastructure

Mobile Data Security

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Process Mining

Relational Databases

Security Awareness Training

Web Access Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Appointment Scheduling

Consumer Ratings & Reviews

Content Management

Email Marketing

Event Registration

Landing Page

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation Services

Sales

Antivirus

User and Entity Behavior Analytics (UEBA)

Security

Construction Accounting

Hotel Management

Library Management

Mental Health

Multiple Listing Service (MLS)

Pharmacy

Scholarship Management

Telemedicine

Utilities

Vertical-Specific

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### Ticket Management
While some users appreciate Zammad's ticket management system for its simplicity and efficiency in handling IT tickets, others express concerns about its performance and lack of advanced features compared to other ticket management platforms. The system seems to excel in basic ticket tracking but falls short in providing in-depth analytics and performance metrics for agents. Users have reported improvements in response times and ticket resolution rates since implementing Zammad, indicating a positive impact on their customer support operations.

### Customer Communication
Users have highlighted Zammad's versatility in managing client requests across various communication channels, such as email, web, chat, and social media platforms like Facebook, Twitter, and Telegram. The platform's reminder system has been particularly lauded for its effectiveness in ensuring timely follow-ups on pending cases. Additionally, users have reported improved response times and a reduction in the number of open tickets, showcasing Zammad's commitment to enhancing customer communication processes.

### User Interface Design
Users appreciate the real-time notifications and multitasking capabilities of Zammad's web interface, finding it both powerful and user-friendly for operators and customers alike. While some users initially noted that the web interface was not responsive and lacked a mobile-friendly version, recent updates have addressed these concerns. Additionally, users find the agent interface to be quick and efficient, with a clear display of current activities. The overall consensus among reviewers is that Zammad's user interface design is a strong asset, enhancing the user experience and streamlining operations.

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.

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.

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.

Growth

Free

Zammad

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Zammad

Overview

What is Zammad?