Zammad

Zammad is an open-source helpdesk and customer support platform for managing customer inquiries as tickets across email and other channels. It combines ticketing, automation, knowledge management, and reporting in a web-based interface designed for support desks of many sizes.

Key Features

• Multichannel ticket creation and handling (email plus additional channels via integrations)
• Flexible ticket workflows with groups/roles, assignments, tags, priorities, and states
• SLA management with escalation handling and time tracking
• Automation and macros (triggers/schedulers) to route and act on tickets automatically
• Integrated knowledge base and text modules for consistent replies
• Full-text search and fast filtering for ticket discovery
• Customer and organization management with history/context on interactions
• Integrations and APIs for connecting external systems (REST API, webhooks, and apps)

Use Cases

• Customer support desk for SaaS/IT services managing inbound email and requests
• Internal IT/helpdesk handling incidents, service requests, and SLA-based queues
• Support operations needing automation rules, canned responses, and knowledge articles

Zammad is a strong choice when you need a modern, extensible ticketing system with automation, SLAs, and a built-in knowledge base. It is widely used as a self-managed alternative to commercial helpdesk platforms and integrates well into existing infrastructure via APIs and connectors.