Zammad

Zammad is an open-source ticketing software designed for tracking and resolving customer requests. It functions as an omnichannel help desk system that merges communication streams from email, chat, and social media into a unified ticket management interface.

The platform distinguishes itself through a programmatic REST API for managing users, tickets, and knowledge base entries via OAuth2. It integrates identity management using SAML, LDAP, Active Directory, and Kerberos to provide single sign-on for support staff.

The system includes tools for help desk automation, such as the definition of service level agreements and priority rules to track response and resolution timeframes. It also features a knowledge base manager for creating and categorizing self-service help articles and a global search capability powered by Elasticsearch.

Deployment is supported through multiple methods, including package managers, containers, clusters, or building from source code.

Features

Omnichannel Support Platforms - Aggregates customer communications from email, chat, and social media into a single unified support dashboard.

Support Ticketing - Organizes omnichannel communications into a centralized ticketing system for resolution tracking.

Open-Source Systems - Provides a self-hosted, open-source system for tracking and resolving customer requests.

Service Desk Automation - Automates the service desk lifecycle through the definition of priority rules and service level agreements.

Service Level Agreement Management - Defines and tracks response and resolution time targets to ensure service level agreements are met.

Support Workflow Automation - Automates support workflows by defining service level agreements and priority rules for request handling.

Knowledge Bases - Provides a centralized system for creating and categorizing help articles to enable customer self-service.

Knowledge Management - Implements a knowledge management system for organizing and publishing a public library of help articles.

REST APIs - Exposes a comprehensive REST API for the programmatic management of users, tickets, and knowledge base entries.

Elasticsearch Integrations - Utilizes Elasticsearch to power a global search system for indexing and retrieving records across the platform.

Ticket Search & Filtering - Facilitates the retrieval and filtering of support tickets, users, and roles using specific search queries.

Global Search Tools - Implements a unified global search utility to find records across tickets, users, and knowledge base articles.

Programmatic Interfaces - Exposes a comprehensive REST API for programmatic management of tickets, users, and knowledge base entries.

Workflow API Integrations - Provides programmatic endpoints for managing support tickets and users via a REST API.

Enterprise Authentication - Provides enterprise-grade authentication using network credentials via Active Directory or Kerberos.

Role-Based Access Control - Manages system access and permissions by assigning users to specific roles.

Directory Service Integrations - Integrates identity management using SAML, LDAP, Active Directory, and Kerberos for single sign-on.

Single Sign-On - Integrates with Active Directory and Kerberos to enable single sign-on for support staff.

Directory Service Authenticators - Authenticates support staff by validating credentials against Active Directory and Kerberos directory services.

Communication Platforms - Web-based helpdesk and customer support system.

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Features

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