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Zammad
With 5,700+ GitHub stars and over a decade of active development since 2012, Zammad is the open-source helpdesk platform that unifies every customer communication channel — email, live chat, telephone, WhatsApp, Telegram, Facebook, SMS, and web forms — into a single ticket management interface backed by PostgreSQL, Elasticsearch, and Redis. Version 7.0 introduced native AI features including automated ticket categorization, priority assignment, and title rewriting via AI agents that plug into triggers, macros, and scheduler jobs, plus one-click AI ticket summaries and a writing assistant — all configurable with your choice of LLM provider: OpenAI, Anthropic, Mistral AI, Azure AI, Ollama for local models, or any custom OpenAI-compatible endpoint with full audit logging of every AI action. Define service level agreements with first response, update, and solution time tracking tied to business hours calendars, with automatic escalation notifications. The knowledge base provides multilingual FAQ management with internal and public visibility. Core workflows enable dynamic ticket masks with conditional field dependencies per group. Text modules let agents insert predefined responses via the double-colon shortcut, while macros execute multi-step actions with one click. Security includes two-factor authentication, S/MIME and PGP email encryption, and single sign-on via SAML or OpenID Connect. Integrations connect to GitHub, GitLab, Microsoft 365, LDAP with nested group support, and Exchange. Deploy via Docker Compose, Kubernetes with the official Helm chart, or DEB/RPM packages. Running on a dedicated VPS on RepoCloud with guaranteed CPU, RAM, and SSD, full root SSH access, and a browser serial console. AGPLv3 licensed.
Benefits
- True Omnichannel Unified Inbox
- Email, live chat, phone, WhatsApp, Telegram, Facebook, SMS, and web forms converge into a single ticket stream. Every channel shares the same customer history and SLA tracking.
- Native AI With Provider Choice
- AI agents categorize tickets, assign priorities, and rewrite titles automatically. Choose OpenAI, Anthropic, Mistral, Azure AI, or self-hosted Ollama — every AI action is audit-logged.
- SLA Escalation and Time Tracking
- Define first response, update, and solution time SLAs tied to business hours calendars. Automatic escalation notifications alert agents before deadlines pass with configurable warning windows.
- Enterprise Security and Single Sign-On
- Two-factor authentication, S/MIME and PGP email encryption, SAML and OpenID Connect SSO, LDAP with nested group synchronization, and device management protect every access point.
Features
- AI Ticket Automation
- AI agents plug into triggers, macros, and scheduler jobs for automatic categorization, priority assignment, and title rewriting with OpenAI, Anthropic, Mistral, or Ollama backends.
- Knowledge Base System
- Multilingual FAQ management with internal and public visibility controls, rich text editing, category organization, and full-text search powered by Elasticsearch.
- Core Workflows Engine
- Dynamic ticket masks with conditional field dependencies per group. Fields appear, hide, or become mandatory based on ticket attributes and organizational rules.
- Triggers and Schedulers
- Event-driven triggers execute actions on ticket creation or update. Time-based scheduler jobs run recurring automations with advanced webhook support including Bearer token authentication.
- Multi-Channel Communication
- Native connectors for email, live chat, telephone CTI, WhatsApp Business, Telegram bots, Facebook pages, SMS gateways, and embeddable web forms with file attachments.
- Reporting and Time Accounting
- Built-in reports track ticket volume, response times, and agent performance. Per-ticket time accounting records effort with manual entry and exportable statistics.