Zammad

Zammad is an open-source, self-hosted web app and server that centralizes customer communications. It functions as a web-based customer support platform designed to organize inquiries from various sources into a single, unified interface. The software is deployed as a server application and is available for installation via Docker containers, Helm charts for Kubernetes, or standard DEB and RPM packages for Linux distributions.

The platform targets support teams that need to manage high volumes of customer interactions across different media without switching between multiple applications. By consolidating communication streams, it prevents the fragmentation of customer data and allows support agents to track the full history of interactions within a structured ticketing system. This approach ensures that support staff remain on the same page regardless of how the customer initiates contact.

Key features

• Integration of email communication into tickets
• Support for live chat interactions
• Telephone integration for voice support
• Connection to social media channels
• Web-based user interface for support agents
• Multi-channel communication centralization
• Open source distribution under the GNU AGPLv3 license
• Deployment options for Kubernetes and Docker

The technical architecture of Zammad utilizes a combination of Ruby on Rails for the backend and a frontend built with Vue.js and TypeScript. It employs GraphQL for data querying and Vite for build tooling, while also incorporating CoffeeScript in certain areas of the codebase. This specific stack allows the application to handle complex ticketing workflows and data retrieval while maintaining a responsive web interface for agents managing multiple simultaneous customer threads.

Because the source code is owned by the Zammad Foundation and licensed under the GNU AGPLv3, the software remains independent of commercial providers. This structure allows organizations to maintain full control over their data and infrastructure while benefiting from community contributions and professional development. It is intended for businesses that require a scalable, transparent system for managing customer care operations.

Zammad serves as a professional grade ticketing system for organizations seeking a transparent and self-managed system for customer care.