Zammad

Zammad is an open-source helpdesk and ticketing system developed in Germany. It's designed to bring all your customer communication channels into a single, organized interface, making it easier for your team to track and resolve support requests efficiently.

Instead of juggling multiple inboxes and platforms, you can connect everything from email and phone calls to social media and chat messages. This unified view ensures no customer query gets lost and your team can collaborate on tickets without confusion. The system includes features for creating detailed reports on team performance and managing user access rights with precision.

As a German company, Zammad prioritizes data privacy and GDPR compliance. You have the option for on-premise hosting or secure cloud hosting within the EU, giving you full control over your customer data.

Key functionalities include:

• Unified Inbox: Consolidate communications from email, phone, chat, and social media.
• Automation: Set up rules to automatically assign tickets and trigger actions.
• Knowledge Base: Build a self-service help center for your customers.
• Reporting: Track key metrics like response times and ticket volume.