Zammad


Zammad is a free helpdesk or issue tracking system. It offers the connection of various channels like email, chat, telephone, Twitter, or Facebook. Zammad is developed in the programming languages Ruby and JavaScript. The name Zammad comes from the Bavarian language and means "together".
WWW Official Site

General

Zammad was founded by Martin Edenhofer, who was formerly involved in the development of OTRS.
The project asks for active participation in the development. The source code is free software according to the AGPL-3.0-only license and available via git. For this purpose, the Zammad Foundation was founded to ensure the freedom of the software. Inspiration for the Zammad Foundation are the WordPress Foundation, the Free Software Foundation, and the Mozilla Foundation.

User Interface

The user interface is modern and attractive. It has been redesigned from scratch and can be used by occasional users without training without any problems. Technologically, the user interface is implemented as a web application with CSS, JavaScript, and HTML5, which means that the application runs in the browser – only data is exchanged over the network. Thus the WebApp feels like a native application and is capable of real-time. The design of the interface was developed with Zeughaus Design GmbH.
In version 3.0 Zammad was extended by a knowledge base.

Backend

The backend is realized in Ruby on Rails and communicates with the user interface via REST. Zammad relies on Elasticsearch to speed up search queries.
MySQL, MariaDB, or PostgreSQL are supported as database servers up to Zammad version 6. Zammad version 7 and above will be PostgreSQL only. Nginx or Apache can be used as a web server or reverse proxy.

Version history

The planned release cycle was 4 weeks, on the 14th of the month.
VersionPublishedSignificant changes
14 October 2016
Sources:
  • First Version
14 November 2016Source:
  • Release of REST API v1
  • Ruby API Lib https://github.com/zammad/zammad-api-client-ruby
  • PHP API Lib https://github.com/zammad/zammad-api-client-php
  • Integration of Sipgate.io
  • Automatic assignment of the organization based on the email domain
14 December 2016Bugfix release
16 January 2017Feature and Bugfix release
15 February 2017Feature, Security, and Bugfix release
16 March 2017Feature and Bugfix release
21 April 2017Feature and Bugfix release
11 September 2017Major Release and Maintenance
  • LDAP Integration
  • Absence management assistant
  • Exchange integration
  • Role management
    • 25 October 2017Minor and Feature release
  • Reporting Function
  • check_mk Integration
    • 6 December 2017Minor and Feature release
  • i-doit Integration as CMDB
  • Emails can be forwarded incl. attachments
    • 31 January 2018Minor and Feature release
  • Chat Integration was improved
    • 29 March 2018Feature release
  • Auto-completion for email addresses
  • REST API
  • Breaking Change: Changes in the authorization management
    • 6 June 2018Feature release
  • Automation of ticket assignment
  • CSV Import
    • 10 August 2018Minor, Feature and Bugfix release
  • CTI Integration
  • better filter function for emails
  • improved search function in the REST-API
    • 25 October 2018Minor and Bugfix release
  • SMS Integration
  • Print layout
  • Changes to the date format
    • 3 December 2018Minor and Bugfix release
  • Integration of Placetel as CTI interface
  • Twitter API
    • 14 February 2019Minor and Bugfix release
  • Attachment preview realized
  • Timestamp over time zones improved
    • 6 June 2019Major release
  • more languages added
  • external authentication sources
  • Zammad Knowledge Base
    • 11 July 2019Minor and Bugfix release
  • additional CTI providers integrated
  • realized text modules for groups
    • 3 December 2019Minor and Bugfix release
  • SAML authentication
  • Chat module was extended
    • 3 March 2020Minor and Bugfix release
  • Security updates
  • Automation improved: with Triggers and depending on the calendar
    • 15 June 2020Minor and Bugfix release
  • S/MIME Integration
  • Google OAuth Integration
  • Zammad + ServiceNow Integration improved
    • 21 September 2020Minor and Bugfix release
  • Easier process to delete a user
  • Agents can now also be customers
    • 16 November 2020Minor, Security and Bugfix release
  • Webhooks
  • Mailbox Archive
    • 25. March 2021Major release
  • integration of Grafana, Kibana, GitLab und GitHub
  • better design at mobile devices
    • 8. June 2021Minor release
  • session Timeout
  • Freshdesk import possibility
    • 5. October 2021Major release
  • Integration MessageBird
  • Core Workflows-Function
  • Integration with Jira
  • better User Experience
    • 8. October 2021Minor release
  • only security update
    • 28. October 2021Minor release
  • only security update
    • 7. December 2021Minor release
  • only security update
    • 14. March 2022Minor release
  • 12h time format possible
  • breaking Changes

    • Awards