# Zammad Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about Zammad Software - reviews, pricing plans, popular comparisons to other Help Desk products and more.

Source: https://www.capterra.com/p/207587/zammad

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# 

 Zammad Software Review 2026: Features, Reviews, Integrations, Pros & Cons

Last updated on February 24, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

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How Capterra ensures transparency

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[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[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 (4,076)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting Price

$5.8

Per User, Per Month

Starting Price

$39

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 (3,600)

Value For Money

5.0 (6)

Value For Money

4.2 (2,654)

Customer Service

4.5 (4)

Customer Service

4.3 (2,764)

## Zammad alternatives

[4.5 (3,410)](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 (1,754)](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

[4.5 (2,212)](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

[4.5 (686)](https://www.capterra.com/p/132997/Freshservice/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

[View all alternatives](https://www.capterra.com/p/207587/Zammad/alternatives/)

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

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

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

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

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

Self Service Portal

4.0 (2)

50.00% of 2 reviewers that rated this feature as important or highly important

Online portal through which end users can access the system, manage tasks, or obtain information

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

Zammad 31 features

Define levels of authorization for access to specific files or systems

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

System alerts about the need to escalate an issue or request

Application programming interface that allows for integration with other systems/databases

Automatic reply functionality for incoming messages

Tickets are automatically assigned to specific agents based on predefined rules

Provides a channel for team members to share media files, communicate, and work together

A collection of customer information such as contact details, demographics, previous interactions, etc.

Add customized logos and colors to align with company branding

Customize data fields to support various needs and use cases

Import and export data to and from software applications

Pre-made examples and templates for emails

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Templated responses for responding quickly to recurring support requests

Access the system via a mobile application

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Adjust communications based on previous interactions or personal preferences

Arrange tasks based on the level of priority or urgency

Streamlining repetitive tasks and activities through automated and predefined workflows

Engage in direct, instant messaging with customers, users, etc.

Notifications that are delivered to users as soon as an event occurs

View and track pertinent metrics to find patterns and gain insights from data

Securely stores data to prevent data loss or breaches

Online portal through which end users can access the system, manage tasks, or obtain information

Set and monitor service level agreements to ensure timely response and resolution

Allow users to access multiple services after entering their login credentials once

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Set up connections to third-party platforms to improve business processes

Track, manage, or resolve user requests and IT incidents/issues

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

AU

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

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.

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. All incentivized reviews are subject to our verification process prior to publication.

Independent research methodology

Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.

[Learn more](https://www.capterra.com/resources/proprietary-data-research/)

How Capterra verifies reviews

Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.

[Learn more](https://www.capterra.com/resources/how-we-verify-reviews/)

How Capterra ensures transparency

Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website.

[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)