Consolidates customer inquiries from email, live chat, web forms, phone, Facebook, and Twitter into a single, unified ticket inbox.
The core software is open-source (AGPLv3), allowing organizations to download, modify, and host it on their own infrastructure without licensing fees.
Allows creation of rules-based automations for ticket routing, prioritization, and tagging, plus macros for inserting pre-written responses with dynamic placeholders.
Includes a built-in system to create, organize, and publish public FAQ articles and internal notes, which can be linked directly in agent responses.
Supports internal notes, @mentions for agent collaboration, and ticket sharing, allowing multiple team members to work on complex issues together seamlessly.
Utilizes machine learning for tasks like automatic ticket classification, suggested knowledge base articles, and sentiment analysis of customer messages.
A small to medium-sized business uses Zammad to manage all customer communication from a single dashboard. Agents handle emails, website chat inquiries, and social media messages as tickets. The automation rules ensure urgent issues are flagged, and the knowledge base helps deflect repetitive questions, allowing a small team to provide efficient, professional support without needing multiple expensive tools.
An open-source project community adopts the self-hosted version of Zammad to manage user questions, bug reports, and feature requests. Volunteers can collaborate on tickets, use macros for common technical responses, and maintain a public knowledge base for documentation. This provides a structured, transparent support process that aligns with the project's open ethos.
An online retailer integrates Zammad to handle post-purchase support. Tickets are created from order-related emails and chat sessions. Automations route shipping inquiries to the logistics team and refund requests to finance. The integrated chat widget helps with pre-sales questions, converting visitors into customers while keeping all conversation history in one place for continuity.
An organization's internal IT department deploys Zammad as an IT service management (ITSM) tool. Employees submit tickets for hardware, software, or network issues. IT agents use SLAs to manage response times, a knowledge base for internal guides, and asset management integrations to link tickets to specific devices, streamlining internal support operations.
A company with an international customer base uses Zammad's multi-language capabilities to provide support in several languages. The interface can be localized for agents, and the knowledge base can publish articles in multiple languages. This allows a centralized support team to effectively serve a global audience from one platform.
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