--- title: Zammad Reviews meta_title: 'Zammad Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 10 reviews by the users' company size, role or industry to find out how Zammad works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 10 scale: '5' date_modified: '2026-06-04' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Zammad Reviews **Vendor:** Zammad **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.5/5.0 **Total Reviews:** 10 ## About Zammad Zammad is the helpdesk software of the future and helps you find structure in the chaos. Connect all your communication channels, easily grant user rights, and receive helpful reporting. ## Zammad Reviews ### 1. Zammad - A free helpdesk and issue tracking platform **Rating:** 5.0/5.0 stars **Reviewed by:** Kashish P. | Technical Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2023 **What do you like best about Zammad?** Zammad is a helpdesk and issue tracking platform for raising tickets. It is a open source web based solution. It can be easily integrated with Github or Gitlab for repository. It can be integrated with communication channels like Twitter, Facebook, Telegram and more. It provides a great dashboard with all the options to view and sort the tickets raised. **What do you dislike about Zammad?** Zammad is a great useful platform and has no disadvantages as such. It has lot of features like Autosave, full text search, time accounting, export options to csv and more. One can design the workflows accordingly. Customer forums are there to support whenever required. **What problems is Zammad solving and how is that benefiting you?** We are using Zammad as the ticketing solution. Our users are raising business tickets which are being flown to IT team through the workflow designed. It's a free open source system and has lot of options. We are also integrating it with our email solution for sending alerts. ### 2. Free open-source ticketing system, but without a lot of polish **Rating:** 1.5/5.0 stars **Reviewed by:** David W. | Head of Engineering - Data and Business Intelligence, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2023 **What do you like best about Zammad?** Being an open-source product, Zammad is free for you to host yourself. It also includes SSO out-of-the-box and other helpful features. Thus, it's got a very low barrier to entry with no complicated authentication matters. It allows multiple agents, tagging, and for ticket catagorisation. **What do you dislike about Zammad?** It's not as polished as products like ZenDesk. In fact, it's not really an awesome experience. Some things you'd think ought to be standard are either not implemented or not implemented well or a bit clunky. For instance, it's laborious to try and find agent performance metrics. Really, it's more a system for tracking your currently open tickets but without a lot of richness in managing performance or reviewing history, finding root causes, identifying trends, etc. **What problems is Zammad solving and how is that benefiting you?** It provides a ticketing system for the help desk, and does so in a way that is very easy to set up, and very cost-effective. If your needs are simple it may well work for you. ### 3. Among the best open sources support software **Rating:** 4.5/5.0 stars **Reviewed by:** Elvis P. | Web Dev. Marketing. Digital Infrastructure, Outsourcing/Offshoring, Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Zammad?** I like the fact that it is open source and it allows me to use it for as many businesses and accounts and I need to. Also the fact that has been updated on a regular basis as a software. **What do you dislike about Zammad?** I disliked the mobile version of the website, which was not very responsive and easy to use. However, since the recent update, the software is much more easier to use from my phone. **What problems is Zammad solving and how is that benefiting you?** It's helping my company identify common issues that our clients are facing, which we are tagging on each case, and then at the end of each quarter or year, we can review the most common ones and thus improve our internal documentation and workflows. ### 4. " Support Ticket System" **Rating:** 5.0/5.0 stars **Reviewed by:** Keith D. | Business Development Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** November 04, 2023 **What do you like best about Zammad?** Zammad is a helpdesk solution for managing support tickets. It works with communication apps like Slack, Microsoft 365, and Webhooks. I can easily select a status for the ticket by using a drop down button. It is easy to use with many features. It also integrate with Slack. **What do you dislike about Zammad?** I have no complaints at the moment. Everything work fine. **What problems is Zammad solving and how is that benefiting you?** It help us offer better support for our clients. We determine the nature of their problem and provide an answer for them. ### 5. Great CRM to keep track of customers and orders **Rating:** 5.0/5.0 stars **Reviewed by:** Joe G. | Head of Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2022 **What do you like best about Zammad?** Nice clean interface that is easy to use straight away **What do you dislike about Zammad?** Nothing so far but you must have internet connection **What problems is Zammad solving and how is that benefiting you?** We need to keep track of orders we are making and use the CRM so that our laser engraver staff can keep progress of an order before posting. So a customer can enquire at any time and we know the progress of the order. ### 6. Super Easy to get organized! **Rating:** 5.0/5.0 stars **Reviewed by:** Mildred W. | Education IT Specialist/Registrar, Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2022 **What do you like best about Zammad?** The interface and flow of the ticket system is really nice! also the integration with Google helped to implement the system **What do you dislike about Zammad?** I will love to see what the costumers see, and maybe have more integration with google docs and sites for documentation **Recommendations to others considering Zammad:** We use the Zammad community version for Debian, and installed it on our own AWS server! very light and fast **What problems is Zammad solving and how is that benefiting you?** Requests for service and documentation of solutions. ### 7. Ease of use open source service desk system **Rating:** 5.0/5.0 stars **Reviewed by:** Adrián Tonatiu G. | Business Process Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2021 **What do you like best about Zammad?** Zammad has everything you need to manage your clients' requests through different channels, mail, web, form, chat, Facebook, Twitter, and Telegram. **What do you dislike about Zammad?** Some elements of the interface are not yet translated into Spanish and some configurations can only be carried out in the command line interface **What problems is Zammad solving and how is that benefiting you?** Zammad allowed us to improve our process of tracking requests with our clients, especially those that require a follow-up of several days, their reminder system is excellent to not forget any pending cases. ### 8. almost perfect ticketing solution **Rating:** 4.0/5.0 stars **Reviewed by:** Francesco T. | IT director, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2021 **What do you like best about Zammad?** Very powerful web interface that provide real multitasking and real time notifications. easy and comprensibile interface for operators and customers mobile friendly **What do you dislike about Zammad?** (Web interface is not responsive, and miss a mobile friendly version) NOW IS RESPONSIVE! sure it will be improved but the first step is done mail module could be improved **Recommendations to others considering Zammad:** just try it and you will put in production soon **What problems is Zammad solving and how is that benefiting you?** manage customers and internal request manage technical escalation ### 9. Fast, easy and powerful! **Rating:** 5.0/5.0 stars **Reviewed by:** Mario R. | IT Projektmanager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2021 **What do you like best about Zammad?** We compared Zammad to all other customer support systems on the market and had a long demo period with other systems like Freshdesk and Zendesk. Zammad was the best solution for our agents and the company needs. The funny thing was, that it was also the cheapest and easiest to implement. We are currently in the 8th month after going live and happy that we did the right decision. The Zammad support team is also great and fast. We get an answer much faster then our customers do from us :) **What do you dislike about Zammad?** I'm not sure if they improved on this topic, but at the presentation of the system we got an bad impression because the system they showed us was buggy and outdated, even though you could set up a demo version on their website in 1 minute. But luckily the impression was just bad at the presentation, they are high quality in everything they do. **What problems is Zammad solving and how is that benefiting you?** We solved the problems of complexity and organisation. We get a lot of emails in different support group. That means, that every click/step that can be saved has an big impact on the time the problems are solved. Zammad is great with his triggers, schedulers, macros, e-mail filters and text modules. ### 10. Great alternative to OTRS **Rating:** 5.0/5.0 stars **Reviewed by:** Bob P. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** February 15, 2021 **What do you like best about Zammad?** The agent interface is very quick. I like that we see a running list of current activity. **What do you dislike about Zammad?** Nothing to complain about so far. We moved from OTRS 6 community edition and this has been a nice upgrade. **What problems is Zammad solving and how is that benefiting you?** We have been quicker at replying to customer requests and we have reduced the number of open tickets that we imported from our previous ticket system. ## Zammad Discussions - [What is Zammad used for?](https://www.g2.com/discussions/what-is-zammad-used-for) - [View Zammad pricing details and edition comparison](https://www.g2.com/products/zammad/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-27+01%3A33%3A05+-0500&secure%5Bsession_id%5D=7a7b8bc0-7903-4434-b520-dda500be7f81&secure%5Btoken%5D=7384c5727a3a718f798c0dc4724bde0b2b9f131d3d69fa1c4238e2ec4f20cc48&format=llm_user) ## Zammad Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Database Management - Data Workflows - Issue Management **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Generative AI** - AI Text Generation - AI Text Summarization **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Generative AI** - AI Text Summarization **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Zammad Alternatives - [osTicket](https://www.g2.com/products/osticket/reviews) - 4.4/5.0 (44 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,449 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews)