--- title: "Zammad Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Zammad Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/207587/Zammad/" page_type: "product" language: "en" --- # Zammad Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on July 21, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Zammad ## What is Zammad? Zammad is an open-source helpdesk system that lets you manage all of your company's communication channels from within the same platform. It is based on current web technologies such as WebApp/HTML5, WebSockets, and REST in the frontend and relies on Ruby on Rails in the backend. Thanks to its REST API, Zammad can be easily implemented in existing system environments. In addition, it also offers many connections out of the box, e.g. for telephone, user administration, or monitoring. ## What is Zammad used for? [Help Desk](https://www.capterra.com/help-desk-software/) Top alternative Featured Overall rating Based on 7 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $5.8 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Zammad?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://zammad.com&name=Zammad) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Zammad 4.6 (7) VS. [4.4 (4,088)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $5.8 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.7 (7) Ease Of Use 4.3 (3,612) Value For Money 5.0 (6) Value For Money 4.2 (2,667) Customer Service 4.5 (4) Customer Service 4.3 (2,775) ## Zammad alternatives [4.5 (3,466)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars Highest Rated [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.6 (779)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.5 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/207587/Zammad/alternatives/) ## FAQs about Zammad Overview ### What company size and specific industries is Zammad built for? Zammad is designed for businesses of any size that need help with external customer service or internal communication, including IT support. It is suitable for use across any industry, making it a fit for organizations that handle support requests or internal correspondence in a structured way. Features and Usability ### What are the key features of Zammad? Zammad offers ticket management, automated routing, automated responses, and workflow automation for support operations. It also includes multi-channel communication, real-time chat, email management, and a self service portal. Additional features include SLA management, access controls/permissions, reporting/analytics, knowledge base management, and third-party integrations. Talk to an expert ### More questions? Ask our experts Integrations ### Which third-party tools and platforms does Zammad integrate with? Zammad integrates with over 20 tools and platforms across communication, identity, and monitoring. Key integrations include Microsoft 365, Microsoft Teams, Slack, Telegram, WhatsApp Business API, GitHub, GitLab, Grafana, Nagios Core, Zabbix, Checkmk, Icinga, and sipgate. Getting Started and Support ### What training and onboarding options does Zammad offer? Zammad provides in person training, live online sessions, webinars, documentation, and videos. In person and live online formats support guided instruction, webinars cover scheduled group learning, and documentation and videos give teams self-paced reference material for setup and feature review. Getting Started and Support ### What customer support options does Zammad offer? Zammad provides email/help desk, FAQ/forum, knowledge base, and phone support. These channels give users several ways to get answers and resolve issues. No reviewer feedback is available here to describe response times, helpfulness, or common support frustrations, so support experience cannot be assessed from user sentiment. ## Features AI summary Based on 5,070 Help Desk reviews Capterra reviewers say these are the help desk features buyers care about most: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) Zammad supports all three top-priority features: **Ticket Management**, **Real-Time Notifications**, and **Service Level Agreement (SLA) Management**. Together, these capabilities help teams organize and resolve support requests, stay updated on issue activity as it happens, and track response commitments against service targets, helping businesses deliver more consistent customer support. Ticket Management 4.5 (4) 100.00% of 4 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Real-Time Notifications 4.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Service Level Agreement (SLA) Management 5.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Access Controls/Permissions 4.0 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Define levels of authorization for access to specific files or systems Reporting/Analytics 3.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Alerts/Escalation 4.0 (2) 50.00% of 2 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Zammad 31 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Alerts/Escalation: System alerts about the need to escalate an issue or request - API: Application programming interface that allows for integration with other systems/databases - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Data Import/Export: Import and export data to and from software applications - Email Templates: Pre-made examples and templates for emails - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Mobile App: Access the system via a mobile application - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Prioritization: Arrange tasks based on the level of priority or urgency - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Secure Data Storage: Securely stores data to prevent data loss or breaches - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Single Sign On: Allow users to access multiple services after entering their login credentials once - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.4 (7) 4.4 Based on 7 reviews ## Pricing Value for money 5.0 (6) Free Trial Free Version Basic $5.80 Per User,Per Month Value for money 5.0 (6) 5.0 Based on 6 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Telegram](https://www.capterra.com/p/180347/Telegram/)[ GitHub](https://www.capterra.com/p/129067/GitHub/)[ GitLab](https://www.capterra.com/p/159806/GitLab/)[ Zabbix](https://www.capterra.com/p/135902/Zabbix-Monitoring-Solution/)[ Grafana](https://www.capterra.com/p/196036/Grafana-Enterprise/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.5 (4) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.5 (4) 4.5 Based on 4 reviews ## User reviews Overall rating 4.6 Based on 7 reviews Filter by rating 5(5) 4(1) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent AN Anonymous User Software Engineer Information Technology and Services ### "Modern and efficient ticketing system for our team" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 January 23, 2026 Zammad has been implemented in our company as a means of managing both internal and external support inquiries. It is an effective solution that eliminates the confusion of tracking issues via emails and streamlines the processes for all involved. The user-friendly interface minimizes the time it takes new agents to become productive and has allowed our team to respond quicker to customer requests than before implementing this system. Pros Compared to legacy ticketing systems, the user interface is much cleaner, more modern and more intuitive. I appreciate how the "Text Modules" (macros) feature allows me to use keyboard shortcuts to enter commonly used responses into tickets. The integration of multiple communication channels (including Email and Chat) into one streamlined process has improved our workflow tremendously. Cons While the reporting and analytics features are satisfactory, they lack detail and require additional effort to create customized reports. Furthermore, the search feature is great but may take time to develop expertise in the correct syntax for searching specific historical tickets efficiently. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AB Andre B. Leiter IT Systeme Automotive ### "Eines der besten OS Ticketsyteme, das auch noch gut aussieht" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 January 16, 2025 Pros Zammad ist eines der besten Opensource Ticket Systeme, welches wir in den letzten Jahrzehnten eingeführt haben. Es bietet eine leichte Bedienung, sowohl für den Kunden, als auch den Agent. Wichtige Subsysteme wie LDAP/AD/Entra können implementiert werden. Cons Teilweise ist die Einrichtung der Workflow Funktion etwas sperrig. Wir haben uns dafür Consultingstunden von Zammad gekauft und konnten damit unsere Fragestellungen lösen. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SP Sascha P. Head of Service Information Technology and Services ### "Gutes Ticketsystem mit kleinen Schwächen" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 November 27, 2023 Im Gesamten ein gutes Ticketsystem. Es ist leicht einzurichten und die Funktionen sind mehr als ausreichend. Pros Gute Übersichtlichkeit durch eigene Übersichten. Einfach zu erstellende Workflows und Automatismen. Cons Tickets die auf warten stehen öffnen sich leider nicht automatisch nach Ablaufen der Zeit. Mehre Signaturen nur umständlich einrichtbar. Switched from [OTRS](https://www.capterra.com/p/127284/OTRS/) OTRS war für uns zu unübersichtlich. Die Starre Oberfläche gefiel uns nicht mehr. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reasons for choosing Zammad Reine Preisentscheidung. Freshdesk war für unsere Zwecke einfach zu teuer. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. IK Ismail K. Software tester Information Technology and Services ### "Feedback" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 November 22, 2022 Pros It is very helpful to communicate with client and create ticket for do next step. Cons Sometimes it’s take load while using and slowness issue if tickets are incresing Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. CD Christoph D. CTO Information Technology and Services ### "Perfect on-premise and opensource helpdesk software" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 July 16, 2021 We used freshdesk before and had to book the paid version because we want to use the API to align our help desk with our CRM System. But we would prefer to have an on-premise solution therefore we looked for an alternative. As we found zammad it totally surprises us. Self-hosted, super stable, easy to use, if you don't need support even free to use... We love it. Pros First of all I love Zammad because it is a self-hosted and opensource software. After some month of working with zammad I love the ease of use and the flexible text modules. I need only seconds to answer one of our standard questions. Cons There is nothing that is really bad. One thing that could be improved would be the automatic emails. These are not customizable or at least it is not that easy to customize them. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Zammad can be self-hosted, has a great api and is free to use as we don't need any support. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Zammad both have no self-hosted version, both are not german companies... Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. BK Bernhard K. Operator Construction ### "Ticketing 2021" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 14, 2021 We use Zammad to manage IT Tickets within our company. Zammad is simple to use and setup and helps us manage all related communications within time Pros Coming from OTRS the concept behind the software is easily captured. Multiple input channels - web, SMS, twitter, you name it! A modern user interface that is easy to set up and use, including tools like precise reports. And, hey, there is a Knowledge Base implemented! Cons There sure is some air upward, but at the moment I do not see any Cons Switched from [OTRS](https://www.capterra.com/p/127284/OTRS/) Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MW Mildred W. Education IT Specialist Education Management ### "Love the Feel and Look" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 February 19, 2021 Fast! Clean! Users are loving it Pros Modern and Easy to use! We are just deploying the System and so far we find it very agile and user friendly. Love the look and the interface Cons We will love to have and easy integration with inventory software. Well even better if it was inside Zammad. Switched from [Rexpondo](https://www.capterra.com/p/218137/OTRS-Community-Edition/) OTRS is no longer supporting the Community Edition. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. 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