Zammad
Full-featured open-source helpdesk and ticket system
oss-osi-approved planned guideOverview
Zammad handles email, chat, and phone tickets. Larger spaces or multi-site operators use it when FreeScout is too limited.
At a glance
| Field | Value |
|---|---|
| Categories | helpdesk-support |
| Deployment | self-hosted, managed-saas |
| License class | oss-osi-approved (AGPL-3.0-or-later) |
| Cost model | freemium |
| Implementation difficulty | hard |
| Maintenance burden | medium |
| Maturity | stable |
| Verification | partially-verified (2026-07-17) |
Cost reality
Self-host free; Zammad Foundation hosting and support packages exist—verify pricing.
Pricing and free-tier limits change frequently; re-check official pricing before budget decisions.
Tasks reduced or augmented
Software does not replace community or ops staff. It may reduce or augment:
- Enterprise-grade ticketing
- SLA tracking
Human oversight still needed
- Complex configuration
- Agent training
Data held
-
tickets
-
customers
-
articles
-
attachments
-
Personal data: yes
-
Payment data: no / not primary
Risks
| Area | Notes |
|---|---|
| Vendor lock-in | Evaluate export formats and API completeness before deep customization. |
| Security | Apply updates promptly; restrict admin access; enable TLS. |
| Compliance | Operator remains responsible for privacy and local regulatory obligations. |
| Licensing | Confirm license fits commercial coworking use. |
| Operational | Plan backups, monitoring, and a restore drill before production use. |
Coworking fit
Roles: community-manager, operations-manager, multi-location-operator
Workflows: incident-response, member-onboarding, facility-maintenance
Problems: improve-member-experience, multi-location-consistency
Smallest useful experiment
Migrate one mailbox and define three ticket categories: facilities, IT, membership.
Typical time to first value: 1–3 days
Links
Implementation guide
A routable implementation guide is not currently published.
Verification
- Status:
partially-verified - Last reviewed:
2026-07-17 - Sources:
Seed entry compiled from official project sites and repositories. Re-verify pricing, license text, and feature claims before production decisions. Star counts and free-tier numeric limits intentionally omitted unless verified at review time.