Freedom251 › Customer Service - Enterprise Software
Zammad
What Zammad is
Zammad is a support platform for customer service, IT support, and internal operations. Teams can manage requests across channels, assign and prioritize tickets, and add internal notes. Templates, bulk actions, and automation help handle repetitive support work, while a knowledge base gives teams a place to organize information. The web app supports over 40 languages. Hosted plans start at €7.00 per month when billed annually: Starter v2 supports up to 5 agents, Professional v2 up to 35, and Plus v2 has unlimited agents. A 30-day trial is available, and a free plan is listed. Zammad also offers a self-hosted version that runs on customer servers; customers are responsible for updates, backups, and availability. The product lists a REST API and integrations including LDAP, Sipgate, Placetel, Checkmk, Monit, and Nagios. Zammad 7.0 includes AI agents, ticket summaries, and a writing assistant; optional AI features cost €0.03 per AI call. Hosted Starter and Professional plans list email support, while Plus lists phone support, each with 8x5 CET coverage.
Who it suits
Zammad suits customer service, IT support, and internal operations teams that need ticket handling across channels. Hosted and self-hosted options give teams different deployment choices.
What it does well
- Tickets can be assigned, prioritized, and annotated internally.
- Automation, templates, and bulk actions support repetitive work.
- Web app supports over 40 languages.
- Free plan and 30-day trial are listed.
- REST API and integrations with named services are available.
What to know first
- Self-hosted customers handle updates, backups, and availability.
- Optional AI features cost €0.03 per AI call.
- Hosted support coverage is 8x5 CET.
Limits
Hosted Starter v2 supports up to 5 agents, email, web form, and SMS, with 10 MB attachments and 20 GB disk space. Professional v2 supports up to 35 agents, with 35 MB attachments and 50 GB disk space; Plus v2 supports unlimited agents, with 50 MB attachments and 150 GB disk space. Optional AI features cost €0.03 per AI call.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Professional v2 | monthly per agent · maximum 35 agents · Chat and Telegram · SLAs · monolingual knowledge base · 35 MB attachments · 50 GB storage | €18 a month |
| Plus v2 | monthly per agent · unlimited agents · Facebook and WhatsApp · GitHub/GitLab integration · multilingual knowledge base · 50 MB attachments · 150 GB storage | €27 a month |
| Business | annual billing · email support · 6-hour maximum response · 15 service requests · bug escalations · security advisories | €2,999 a year |
| Enterprise | annual billing · initial assessment · email and phone support · 4-hour maximum response · 45 service requests · 5% discount on additional services | €5,999 a year |
| Starter v2 | monthly per agent · maximum 5 agents · Email/Web Form/SMS · 10 MB attachments · 20 GB storage | €9 a month |
| Corporation | annual billing · email and phone support · 2-hour maximum response · 95 service requests · managed patch/minor/security updates · 10% discount on additional services | €9,999 a year |
As zammad.com lists them, read 21 Oct 2026. The maker's own page has the final word.
Getting started
- Visit the Zammad website.
- Choose a hosted plan or the self-hosted version.
- For hosted use, select Starter v2, Professional v2, or Plus v2 according to agent and channel needs.
- Start the 30-day trial or choose the free plan.
- For self-hosting, run Zammad on your servers and manage updates, backups, and availability.
Verdict
Zammad combines ticket management, automation, and a knowledge base, with hosted and self-hosted options. Compare agent limits, storage, channels, support, and annual-billing prices across plans before choosing.
Questions
Is there a free plan or trial?
A free plan and a 30-day trial are listed.
What do the hosted plans cost?
Starter v2 is €7 a month, Professional v2 is €16 a month, and Plus v2 is €25 a month, each billed annually. Monthly billing is listed at €9, €18, and €27 per agent/month, respectively.
Which platforms does Zammad support?
The listed platforms are API, Linux, self-hosted, and web.
Can Zammad be self-hosted?
Yes. It runs on the customer's servers, and the customer is responsible for updates, backups, and availability.
What integrations are listed?
Zammad provides a REST API and lists LDAP, Sipgate, Placetel, Checkmk, Monit, and Nagios integrations.
How much do optional AI features cost?
The listed charge is €0.03 per AI call.
Facts from Zammad's own pages
- AI
- Zammad 7.0 includes AI agents, ticket summarization, and a writing assistant, with free choice of LLM stated by the company. · zammad.com, 8 Oct 2026
- AI charges
- The pricing page says optional AI features cost €0.03 per AI call. · zammad.com, 8 Oct 2026
- API authentication
- API authentication supports HTTP basic authentication, access tokens and OAuth2, including restricted-scope API tokens. · zammad.com, 21 Oct 2026
- API clients
- Zammad documents official PHP and Ruby API clients and notes additional community-maintained clients. · zammad.com, 21 Oct 2026
- App-store availability
- The App Store lists Tammad, an unofficial iOS Zammad client, as free with in-app purchases and not verified for macOS. · apps.apple.com, 21 Oct 2026
- Automation
- The product offers templates, bulk actions, and automation to reduce repetitive support work. · zammad.com, 8 Oct 2026
- Company
- The company milestones page says Zammad GmbH was founded in October 2014 as the commercial counterpart to the Zammad Foundation. · zammad.com, 8 Oct 2026
- Company facts
- LinkedIn lists Zammad GmbH as a privately held Berlin company founded in 2015 with 11–50 employees. · linkedin.com, 21 Oct 2026
- Database requirement
- Supported package installations use PostgreSQL 15 or newer. · docs.zammad.org, 21 Oct 2026
- Documentation
- The administrator documentation is published as an open-source Sphinx project and covers installation, prerequisites and configuration. · github.com, 21 Oct 2026
- Elasticsearch limitation
- Elasticsearch is optional but strongly recommended because without it search is slower and substantially more limited. · docs.zammad.org, 21 Oct 2026
- Founded
- 2016 · zammad.com, 28 Sept 2026
- Hardware requirements
- The documentation recommends at least 2 CPU cores and 6 GB RAM for a minimal PostgreSQL deployment, plus 4 GB if Elasticsearch runs on the same server. · docs.zammad.org, 21 Oct 2026
- Headquarters
- Berlin, Germany · zammad.com, 28 Sept 2026
- Integrations
- Zammad provides a REST API and lists integrations including LDAP, Sipgate, Placetel, Checkmk, Monit, and Nagios. · zammad.com, 8 Oct 2026
- ISO certification
- Zammad GmbH announced ISO/IEC 27001:2022 certification on June 18, 2026. · zammad.com, 21 Oct 2026
- Knowledge base
- Professional includes a monolingual knowledge base and Plus includes a multilingual knowledge base. · zammad.com, 21 Oct 2026
- Languages
- The web application supports more than 40 interface languages. · zammad.com, 21 Oct 2026
- Licence
- The software is licensed under GNU AGPLv3 and its source code is owned by the independent Zammad Foundation. · github.com, 21 Oct 2026
- Limit: email customization
- The same Software Advice review said automatic emails were difficult to customize. · softwareadvice.com, 21 Oct 2026
- Limit: localization and configuration
- G2 reviewers mention untranslated interface elements, command-line-only configuration in some areas and earlier mobile responsiveness problems. · g2.com, 21 Oct 2026
- Limit: product polish
- A G2 reviewer rated Zammad 1.5/5 and reported less polish than Zendesk, clunky or missing standard functions and difficult agent-performance metrics. · g2.com, 21 Oct 2026
- Multichannel support
- The hosted plans provide channels including email, web forms, SMS, chat, Telegram, Facebook Pages and WhatsApp depending on tier. · zammad.com, 21 Oct 2026
- Official company milestones
- Zammad’s company page lists establishment in 2016, 31 employees and more than 65,000 users. · zammad.com, 21 Oct 2026
Where Zammad stands on Freedom251
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