Zammad
Open-source help desk (AGPLv3) that puts email, chat, phone, SMS, WhatsApp and social tickets in one queue. Self-hosted or hosted in Germany, for IT and support teams.
What is Zammad?
Zammad is a help desk released under the GNU AGPLv3. Agents work tickets from email, web forms, chat, SMS, Telegram, Facebook, WhatsApp Business and phone (through integrations such as Sipgate and Placetel). The product includes text modules, macros, triggers and schedulers, a knowledge base and a REST API with webhooks. You can run it yourself or use the vendor's hosted service.
Who is it for?
IT and support teams that want to own their help desk, including European companies with data-residency requirements and teams that already run Linux servers. Teams without admin capacity for patching and upgrades should use the hosted plans. Teams that need a large app marketplace or deep native AI should compare Zendesk or Freshdesk.
Pricing
- Starter v2: €7/agent/mo (annual), up to 5 agents, 3 channels (email, web form, SMS).
- Professional v2: €16/agent/mo (annual), up to 35 agents, 5 channels (adds chat and Telegram), SLAs, knowledge base, optional AI.
- Plus v2: €25/agent/mo (annual), unlimited agents, 6 channels (adds Facebook and WhatsApp), Core Workflows, GitHub/GitLab integration, phone support.
- Self-hosted support: Business €2,999/year, Enterprise €5,999/year, Corporation €9,999/year. The software itself is free.
- AI add-on: €0.03 per call.
Monthly billing costs €2 more per agent. Prices exclude VAT. Prices checked on 6 October 2026.
Strengths
- Open source: full AGPLv3 code, so you can self-host without license fees.
- Channel coverage: email, chat, SMS, Telegram, Facebook, WhatsApp Business and phone integrations feed one queue.
- Hosting choice: the hosted service runs in a German data center and the vendor states ISO 27001 certification.
- Integrations: the vendor lists 30+ tools, including Microsoft 365, GitHub, GitLab and Grafana, plus a REST API and webhooks.
- AI tools: writing assistant, ticket summaries and AI agents triggered by macros or triggers.
What to consider
- Hosted Starter allows 5 agents and Professional allows 35. Larger teams need Plus.
- WhatsApp, Facebook, GitHub/GitLab and phone support are Plus-only.
- Self-hosting means you handle servers, updates and backups. Vendor support starts at €2,999/year.
- AI is an optional paid add-on on hosted plans, billed per call.
Bottom line
Shortlist Zammad if data control or a free self-hosted option matters and someone on your team can run the server. Check which channels you need before choosing a hosted plan, because WhatsApp and social channels require Plus.
WeekCRM score: 56 out of 100
Zammad is number 44 of 65 help desks and support tools we have scored. Every point comes from a fact with a source, checked on Oct 7, 2026.
| Check | Points | What we found |
|---|---|---|
| Price for 10 agents | 16/20 | $279.43 a month on Plus v2 (hosted), billed annually |
| Integrations | 6/20 | 6 of 20 common apps connect natively or through a marketplace |
| Ease of use | 0/20 | Fewer than 30 reviews on the review sites we read Capterra 4.7/5, 7 reviews (too few, not counted) |
| Release pace | 11/15 | 6 dated releases in 180 days |
| Openness | 15/15 | public API docs, public changelog, self-serve export |
| Price transparency | 5/5 | Every plan has a public price |
| Free entry | 3/5 | Free trial |
Zammad integrations we verified
| App | How it connects | What syncs | Checked |
|---|---|---|---|
| Facebook Messenger | Built in | — | Oct 7, 2026 |
| GitHub | Built in | — | Oct 7, 2026 |
| Gmail | Built in | — | Oct 7, 2026 |
| Make | Marketplace app | — | Oct 7, 2026 |
| Outlook | Built in | — | Oct 7, 2026 |
| Built in | — | Oct 7, 2026 |
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