Zammad

About Zammad

Zammad brings customer messages into a ticket workspace where agents can see status, ownership and conversation history. A small support team can connect an inbox, assign incoming tickets to a group and review which requests are still waiting for a reply. Working from the ticket history helps a colleague pick up a conversation without needing a separate forwarding chain. Test a common request from first email to resolution and decide which alerts and groups the team actually needs. The project offers open-source self-hosting as well as managed services. Zammad fits teams that have outgrown a shared mailbox and want clearer handoffs. Check each channel and integration you plan to use, since extra communication channels create more places where routing and notifications need attention.