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.