DINAcon Awards Nominee


Project Start: 16. Oktober 2016

Project Category: #1 Best Open Source Project

Zammad is a web based open source helpdesk and customer support system with many features to manage customer communication via several channels like telephone, Facebook, Twitter, chat and e-mails. It is distributed under version 3 of the GNU AFFERO General Public License (GNU AGPLv3). This app will unite your communication channels and make your helpdesk experience way better. The use is easy and free! Since version 3 we offer a Knowledge-Base for Support-Agents and Customers to prevent the creation of tickets and help customers, even when no supporter is available.

Project Business Case

We went for the classic way: the software is free and we offer commercial services around it. - Support Contracts - On demand support - Hosting (specialised) - SaaS Platform - Installation (on premise) - Consulting Services - Development

Project Importance

Zammad tries to simplify communications for everyone. The feedback we get, mostly from users who switched from Group Mailboxes to Zammad, is 100% positive. We reduce roundtrip times for communication, which is a benefit for both sides. We centralize communication, so the agent has more time to answer tickets and in the best case, more time for himself. We offer our software for free to give everyone those possibilities. It's used from single-person businesses to NGOs, to large scale companies. The most important part for us is "We dont want your data", thats the reason we offer Zammad also as self-hosted version without any restrictions.

Project Impact

If the Zammad project comes to an end, the code is still owned by the Zammad Foundation. If the foundation can't be funded anymore, the code will be property of the Mozilla Foundation, and they can decide what to do with it. The fact that we offer the full version on GitHub and that our infrastructure is not needed to run Zammad, enables the users to run it as long as they want. Or switch to a fork, if available.

Project Facts

License: OSI/FSD-approved free software license

Maturity: There is a vivid community of users and contributors

Number of Contributors: 30

Number of Commits: 700