Zammad – web-based user support/ticketing software

Zammad is a web based open source helpdesk/customer support system.

The software offers many features to manage customer communication via several channels like telephone, Facebook, Twitter, chat and e-mails.

Zammad provides a REST/JSON API.

Key Features

• Supports full-text search that scans through pretty much everything (tickets, users, organizations, even email attachments). It’s not just limited to the web interface, as there’s a REST API that offers search results.
• Flexible text modules.
• Immediately reports changes to objects.
• Supports auto-save.
• Supports individual escalation or setting client solution time limit.
• Automatic ticket assignment.
• Auditable.
• Allows for creation of individual overviews.
• Supports various security mechanisms such as device-logging and two-factor-authentication.
• Provides a customer interface, where they can track the current editing at any time.
• Autocompletion when replying.
• Live chat – talk to customers in real time from the customer chat panel.
• Macros in Zammad automate recurring sequences, saving time. Macros can be configured to close the current tab when finished.
• Supports external authentication via Gitlab, Twitter, Facebook, LinkedIn or Google via OAuth. There’s support for Twitter Webhook API.
• Integrations:
  • Phone systems. There’s sipgate.io integration.
  • SMS – send and receive SMS messages, set up custom SMS notifications.
  • Authentication and customers
  • Monitoring systems.
• Print-friendly views for tickets and ticket lists, so you can take them with you into a meeting or out in the field.
• Import users, organizations and text modules via CSV file.
• Install with Docker-Compose. Docker is a container-based software framework for automating deployment of software. Compose is a tool for defining and running multi-container Docker applications.
• Packages available for CentOS, Debian, Ubuntu, and SLES.
• Internationalization support.

Requirements:

• Ruby.
• Database: PostgresSQL (recommended), MariaDB or MySQL.
• Reverse Proxy: Nginx or Apache.
• Elasticsearch for excellent search performance.

Website: zammad.org
Support: Documentation, Agent Documentation, Forums, Docker Hub, GitHub code repository
Developer: Zammad Foundation
License: GNU AFFERO General Public License (AGPL)

Zammad is written in Ruby and JavaScript. Learn Ruby with our recommended free books and free tutorials. Learn JavaScript with our recommended free books and free tutorials.

Related Software

Read our verdict in the software roundup.

Read our verdict in the software roundup.

Explore our comprehensive directory of recommended free and open source software. Our carefully curated collection spans every major software category. This directory is part of our ongoing series of informative articles for Linux enthusiasts. It features hundreds of detailed reviews, along with open source alternatives to proprietary solutions from major corporations such as Google, Microsoft, Apple, Adobe, IBM, Cisco, Oracle, and Autodesk. You’ll also find interesting projects to try, hardware coverage, free programming books and tutorials, and much more. Discovered a useful open source Linux program that we haven’t covered yet? Let us know by completing this form.