Zammad

The product is a helpdesk and ticketing platform that centralizes customer service, IT support, and internal operations requests to replace shared inboxes and manage tickets across channels. It is for support, IT, and operations teams in B2B organizations ranging from startups to enterprises. It is positioned as an open-source platform that combines human expertise with AI-driven efficiency and is offered as GDPR-compliant SaaS hosted in Germany or as self-hosted software with open APIs and integrations.

Key features

• Ticket assignment and prioritization
• Internal notes and collaboration
• Smart templates and bulk actions
• Automation for repetitive tasks
• Open APIs and integrations
• REST API connectivity
• SLA and escalation management
• VIP customer highlighting
• Out-of-office replacement routing
• Mentions and watch functionality
• Archive import from other systems
• Mobile view for ticket management
• Customer interface for ticket tracking
• Helpdesk dashboard overview
• Custom branding and CSS