# HelpDesk vs Zammad Comparison

| | HelpDesk | Zammad | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 34 | 10 | 
| **Largest Market Segment** | Small-Business (60.6% of reviews) | Small-Business (60.0% of reviews) | 
| **Entry Level Price** | $29.00 1 per agent | No pricing available | 

---
## Top Pros & Cons

### HelpDesk

Pros:
- Features (3 reviews)
- Ease of Use (2 reviews)

Cons:
- Inadequate Filtering (1 reviews)
- Limited Features (1 reviews)

### Zammad

**Not enough data**

---
## Ratings Comparison
| Rating | HelpDesk | Zammad | 
|---|---|---|
  | **Meets Requirements** | 9.0 (28 reviews) | 8.3 (8 reviews) | 
  | **Ease of Use** | 9.2 (29 reviews) | 9.0 (8 reviews) | 
  | **Ease of Setup** | 9.8 (7 reviews) | Not enough data | 
  | **Ease of Admin** | 9.4 (8 reviews) | Not enough data | 
  | **Quality of Support** | 9.0 (28 reviews) | Not enough data | 
  | **Has the product been a good partner in doing business?** | 9.2 (8 reviews) | Not enough data | 
  | **Product Direction (% positive)** | 7.5 (28 reviews) | 8.3 (7 reviews) | 

---
## Pricing

### HelpDesk

#### Entry-Level Pricing

Plan: Team

Price: $29.00 1 per agent

Description: Simple email management tool for teams with 24/7 chat support and unlimited free viewer accounts (a user that can browse and read tickets)


Key Features:
- All messages in one dashboard
- Robust customer data in tickets
- Automations to finish tasks quicker

[Browse all 3 editions](https://www.g2.com/products/helpdesk/pricing)

#### Free Trial

Yes

### Zammad

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **HelpDesk** | 9.1/10 | 26 |
| **Zammad** | 7.1/10 | 5 |

#### Ticket and Case Management

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Ticket creation user experience** | 9.4 (26 reviews) | 8.0 (5 reviews) | 
| **Ticket response user experience** | 9.2 (26 reviews) | 7.0 (5 reviews) | 
| **Workflow** | 8.9 (24 reviews) | 6.7 (5 reviews) | 
| **Response Automation** | 9.0 (24 reviews) | Not enough data | 
| **SLA Management** | Feature Not Available | Not enough data | 
| **Attachments/Screencasts** | 8.8 (24 reviews) | 6.7 (5 reviews) | 
| **Ticket Collaboration** | 9.1 (25 reviews) | Not enough data | 
| **Customer and Contacts Database** | Feature Not Available | Not enough data | 

#### Generative AI

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Customer Portal** | Feature Not Available | 7.0 (5 reviews) | 
| **Email to Case** | 8.8 (25 reviews) | Not enough data | 
| **Chat/Live Support** | 9.1 (20 reviews) | Not enough data | 
| **Social Integration** | 8.5 (17 reviews) | Not enough data | 
| **Voice** | Feature Not Available | Not enough data | 

#### Platform

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Mobile User Support** | 9.5 (7 reviews) | Not enough data | 
| **Customization ** | 9.0 (8 reviews) | Not enough data | 
| **User, Role, and Access Management** | 9.3 (9 reviews) | Not enough data | 
| **Integration** | 9.7 (5 reviews) | Not enough data | 
| **Reporting** | 8.8 (12 reviews) | Not enough data | 
| **Dashboards** | 9.1 (13 reviews) | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **HelpDesk** | N/A | N/A |
| **Zammad** | N/A | N/A |

#### Administration

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **HelpDesk** | N/A | N/A |
| **Zammad** | N/A | N/A |

#### Channels

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 

#### Design

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **HelpDesk** | N/A | N/A |
| **Zammad** | N/A | N/A |

#### Usability

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **HelpDesk** | N/A | N/A |
| **Zammad** | N/A | N/A |

#### Generative AI

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | HelpDesk | Zammad | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base)

**Unique to HelpDesk (3):** [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)



---
## Reviewer Demographics

### By Company Size

| Segment | HelpDesk | Zammad | 
|---|---|---|
| **Small-Business** | 60.6% | 60.0% | 
| **Mid-Market** | 36.4% | 30.0% | 
| **Enterprise** | 3.0% | 10.0% | 

### By Industry

#### HelpDesk

- **Computer Software:** 24.2%
- **Marketing and Advertising:** 15.2%
- **Consumer Services:** 9.1%
- **Higher Education:** 6.1%
- **Information Technology and Services:** 6.1%
- **Building Materials:** 3.0%
- **Computer Networking:** 3.0%
- **Consumer Electronics:** 3.0%
- **Hospital & Health Care:** 3.0%
- **Human Resources:** 3.0%
- **Other:** 24.2%

#### Zammad

- **Information Technology and Services:** 20.0%
- **Research:** 10.0%
- **Primary/Secondary Education:** 10.0%
- **Medical Devices:** 10.0%
- **Health, Wellness and Fitness:** 10.0%
- **Financial Services:** 10.0%
- **Design:** 10.0%
- **Construction:** 10.0%
- **Computer Software:** 10.0%

---
## Alternatives

### Alternatives to HelpDesk

- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7603 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3854 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7329 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2465 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)

### Alternatives to Zammad

- [osTicket](https://www.g2.com/products/osticket/reviews) — 4.4/5 stars (44 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7603 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2465 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)

---
## Top Discussions

### HelpDesk

No discussions available for this product.

### Zammad

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/helpdesk-vs-zammad)