Zammad
Open-source helpdesk & customer support platform unifying email, chat, phone, and social media.
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Open-source helpdesk unifying email, chat, phone & social media in one platform.
Core Features
- Unified multi-channel inbox: email, chat, phone, social media
- Automation rules & triggers for ticket routing and responses
- Advanced reporting & analytics for team performance
- Built-in knowledge base for self-service portal
- REST API & Webhooks for custom integrations
What It Can't Do
- •Community edition lacks official support; commercial version needed for SLA and managed hosting. Requires Linux and database administration skills.
Use Cases
- Self-hosted customer support for SMBs
- E-commerce ticket management
- Internal IT service desk
Detailed Introduction
Zammad is a web-based, open-source helpdesk and customer support platform designed to streamline multi-channel communication. It handles email, chat, telephone, and social media inquiries in one unified interface. Licensed under AGPLv3 and maintained by Zammad GmbH with community contributions, it offers ticket management, automation, reporting, and knowledge base features. Suitable for small to large teams seeking a self-hosted alternative to proprietary tools like Zendesk.
Troubleshooting & FAQ (1)
ConfigurationHow to display user names as Lastname Firstname instead of Firstname Lastname in Zammad?
Go to Settings → Branding and change the ui_user_name_format option to last_first. This applies Lastname Firstname order across the UI (dropdowns, overviews, ticket sidebar, recipient selection). The default is first_last. Email formatting always remains Firstname Lastname. Edge cases (missing names) are handled automatically. The feature is available from Zammad 1.4.x onward.
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Getting Started
Download installer
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Install the software
Double-click the downloaded installer and follow the prompts
Step 1: Download installer for your OS (Docker/DEB/RPM) from docs.zammad.org
Step 2: Follow the installation guide to set up database and web server
Step 3: Access the web UI, configure channels, and start managing tickets
- Step 1: Download installer for your OS (Docker/DEB/RPM) from docs.zammad.org
- Step 2: Follow the installation guide to set up database and web server
- Step 3: Access the web UI, configure channels, and start managing tickets
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No Extra Dependencies
Ready to use after download. No additional runtime required.
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