If you are engaged in the provision of services or the sale of goods, then you probably faced the need to communicate with your customers, solve their problems, answer their questions and receive feedback from them. For these purposes, you need a good helpdesk - a system that allows you to organize and manage the customer support process.

One of such helpdesk is Zammad - a web-based, open and free solution for user support and ticketing. In this article we will tell you what Zammad is, what advantages and disadvantages it has, how it can be useful in business, where and by whom it is used, why it is worth using it and how to install it on your server.

What is Zammad?

Zammad is a helpdesk that allows you to create, accept, assign, process and close applications (tickets) from your customers through various channels: email, phone, chat, social networks, forms on the website, etc. You can set up rules for automating work with tickets, for example, send notifications, change priorities, assign responsible persons, etc. You can also analyze ticket statistics, for example, decision time, customer satisfaction level, agent load, etc.

Zammad is not just a helpdesk, but a whole platform for customer relationship management (CRM). You can store information about your customers in the Zammad database, for example, name, contacts, organization, orders, etc. You can also create groups of clients according to different criteria and segment them by interests. You can use Zammad to conduct marketing campaigns, for example, send mailings, offers, surveys, etc.

Zammad is an open source open source software. This means that you can download it for free from the official site1 or GitHub2 and install it on your server. You can also change the Zammad code to suit your needs or add new features. You can also use ready-made plugins or integrations with other services to expand the capabilities of Zammad.

What advantages and disadvantages does Zammad have?

Zammad has a number of advantages over other helpdesk:

Simplicity and convenience. Zammad has an intuitive and modern interface that adapts to any device. You can easily customize Zammad to suit your needs and tastes, for example, choose a theme, language, currency, etc. You can also use keyboard shortcuts, mouse gestures, voice commands and other functions to speed up work with tickets.
Flexibility and scalability. Zammad supports working with an unlimited number of clients, agents, tickets and channels. You can distribute the load between different servers or clouds. You can also connect Zammad to different databases, for example, PostgreSQL, MySQL, MariaDB, etc.
Safety and reliability. Zammad uses SSL/TLS encryption to protect data transfer between server and client. You can also configure access rights for different user roles, for example, administrators, agents, clients, etc. You can also make backups and restore data in case of failure or loss.
Openness and support. Zammad is an open source open source software that is constantly being developed and improved by the community of developers and users. You are free to use, modify and distribute Zammad under the GNU AGPL v3 license. You can also get help and advice from other Zammad users on the forum or contact professional support for a fee.

Zammad also has some disadvantages:

Complexity and exactingness. Zammad is a rather complex system that requires certain knowledge and skills for installation, configuration and maintenance. You must have access to a Linux or Docker server, be able to work with the command line, Nginx or Apache web server, PostgreSQL or MySQL database, etc. You should also keep an eye on Zammad updates and install them on time.
Limitations and incompatibility. Zammad is a relatively new product that does not yet have all the features and capabilities that you may need to work with clients. For example, Zammad does not support video calls, SMS alerts, integration with CRM systems, etc. You may also encounter compatibility issues with Zammad with other services or programs.

How can Zammad be useful in business?

Zammad can be useful in business for various reasons:

Improving the quality of customer service. With Zammad, you can quickly and effectively solve your customers' problems, answer their questions and take into account their wishes. You can also receive feedback from them and evaluate the level of satisfaction with your service. This will help you increase customer loyalty and increase sales.
Optimization of customer support processes. With Zammad, you can automate the work with tickets, for example, send notifications, change priorities, assign responsible persons, etc. You can also analyze ticket statistics, for example, decision time, customer satisfaction level, agent load, etc. This will help you increase the productivity and efficiency of your support team.
Reduced customer support costs. With Zammad, you can save money on buying, installing and maintaining a helpdesk. You can download and use Zammad for free on your server or choose an affordable cloud hosting plan. You can also reduce personnel, training and communication costs by using automation and integration of Zammad with other services.
Increasing competitiveness and reputation in the market. With Zammad, you can stand out from the competition by offering your customers a high-quality and personalized service. You can also enhance your image and brand credibility by using Zammad as a platform to promote and market your business.

Where and by whom is Zammad used?

Zammad can be applied in any business area where communication and customer support are required. For example:

IT services. Zammad can be used to provide technical support to customers who use your programs, websites, clouds, etc. You can also use Zammad for internal support of employees of your company or organization.
E-commerce. Zammad can be used to process orders, refunds, complaints and consultations of customers who buy your products or services online. You can also use Zammad to conduct surveys, promotions and newsletters to increase sales and customer loyalty.
Education. Zammad can be used to support students, teachers and parents who study or work at your educational institution or online course. You can also use Zammad to organize schedules, assignments, grades, and other aspects of the educational process.
Healthcare. Zammad can be used to support patients, doctors and medical staff who use your medical services or products. You can also use Zammad to make an appointment, get test results, consultations and other medical procedures.

Zammad is used by various companies and organizations around the world, for example:

Siemens is a large German company specializing in electronics, energy, transport and healthcare.
Lufthansa is a major German airline offering passenger and cargo transportation worldwide.
Deutsche Bahn is a large German railway company offering passenger and freight transportation throughout Europe.
Bundeswehr - the armed forces of Germany, consisting of the army, air force, Navy and other units.
Greenpeace is an international non-governmental organization dedicated to protecting the environment and promoting environmental values.

Why should I use Zammad?

If you are looking for a helpdesk for your business, then you should consider Zammad for the following reasons:

Zammad is free and open source software that you can download and install on your server without any restrictions or license fees. You can also change the Zammad code to suit your needs or add new features.

Zammad is a web-based solution that you can use from any device and browser. You don't need any additional software or hardware to work with Zammad. You can also easily integrate Zammad with other services or programs via APIs or plugins.

Zammad is a flexible and scalable solution that supports working with an unlimited number of clients, agents, tickets and channels. You can customize Zammad to suit your needs and tastes, for example, choose a theme, language, currency, etc. You can also use Zammad as a CRM system for managing customer relationships.

Zammad is a simple and convenient solution that has an intuitive and modern interface that adapts to any device. You can easily learn how to work with Zammad and train your employees and customers. You can also use various functions to speed up work with tickets, for example, keyboard shortcuts, mouse gestures, voice commands, etc.

Installing Zammad on your server

In order to make it easier for you to install Zammad on your server, we have made a video tutorial that shows exactly how to do this. You can get acquainted here.

Conclusion about Zammad

Zammad is an excellent helpdesk for your business that allows you to organize and manage the customer support process through various channels: email, phone, chat, social networks, forms on the website, etc. With Zammad, you can improve the quality of customer service, optimize customer support processes, reduce customer support costs and increase competitiveness and reputation in the market.

Zammad on your server: what is it and why do you need this helpdesk?