--- 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: '2026-08-07' 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. 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. ## 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?filters%5Bnps_score%5D%5B%5D=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+11%3A20%3A12+-0500&secure%5Bsession_id%5D=0b451366-b5a1-4727-996b-b5c8b9e2edab&secure%5Btoken%5D=d9a8801a57898ba3ac8abfea3ee5b2defb9b480d6a464c4b7fd5403b57f9c872&format=llm_user) ## Zammad Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **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 - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **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 - Generative AI **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 - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Zammad Alternatives - [osTicket](https://www.g2.com/products/osticket/reviews) - 4.4/5.0 (45 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,583 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,660 reviews)