> Source: https://meetrix.io/store/zammad/
> Markdown copy of that page. Cite the URL above, not this file.

[Store](https://meetrix.io/store/)  Zammad

Open-source Zendesk alternative

# Self-hosted Zammad help desk on AWS and Google Cloud

Run Zammad, the open-source help desk and ticketing system, from a pre-configured image in your own AWS account or GCP project. Bring email, chat, phone and social requests into one queue, with no per-agent licences.

 [Launch on AWS](https://aws.amazon.com/marketplace/pp/prodview-fqqfwzfdhskdm)[ Launch on Google Cloud](https://console.cloud.google.com/marketplace/product/meetrix-public/zammad-zendesk-alternative)

-   Ready in 5-10 minutes
-   Email, chat, phone and social
-   No per-agent fees

![Zammad help desk deployed on AWS by Meetrix](https://meetrix.io/assets/store/zammad/zammad.webp)

## What is Zammad?

Zammad is a web-based, open-source help desk and customer support system, licensed under AGPL-3.0. It suits support teams that want one ticket queue for every channel and full control over their customer data.

-   ### Every channel in one queue

    Email, chat, phone, SMS, WhatsApp, Telegram, Facebook and Microsoft Teams.

-   ### Knowledge base

    Publish answers so customers can help themselves.

-   ### SLAs and escalations

    Track response times and escalate tickets that slip.

-   ### Automation

    Templates, text modules, triggers and bulk actions.

-   ### SSO and security

    SAML, OpenID Connect, LDAP, two-factor sign-in, S/MIME and PGP.

-   ### Migration tools

    Import from Zendesk, Freshdesk or OTRS.

## What's in the Meetrix Zammad AMI

Zammad needs PostgreSQL, Redis and Elasticsearch next to the application, plus a web server and SSL. The AMI arrives with all of it configured.

-   Zammad with PostgreSQL, Redis, Elasticsearch and Nginx configured
-   A Let's Encrypt certificate, automatic on Route 53 domains
-   A certificate script for issuing SSL manually otherwise
-   PostgreSQL backups to an S3 bucket in your account
-   A CloudFormation template for your own AWS account
-   Email support from Meetrix at aws@meetrix.io

## How to set up a self-hosted Zammad server

1.  ### Launch the stack

    Subscribe on AWS Marketplace and launch the CloudFormation stack with your domain, admin email and a backup bucket.

2.  ### Point your domain at it

    After 5-10 minutes, create a DNS record with the PublicIp from the stack outputs.

3.  ### Create your admin account

    Open the DashboardUrl and choose Set up a new system in the onboarding wizard.

4.  ### Connect your channels

    Add your support email and other channels, and start answering tickets.

## Choose your cloud

### Zammad on AWS

An AMI on AWS Marketplace, launched into your own AWS account with a CloudFormation stack.

Deploys with

CloudFormation

Recommended size

t3a.xlarge

Ready in

5-10 minutes

#### Setup guides

-   [**Developer guide** Launch, DNS, SSL, logs](https://meetrix.io/blogs/zammad-developer-guide/)
-   [**Zammad on AWS Marketplace** What the AMI bundles and who it suits](https://meetrix.io/blogs/zammad-aws-marketplace/)

 [Launch on AWS](https://aws.amazon.com/marketplace/pp/prodview-fqqfwzfdhskdm)

### Zammad on Google Cloud

The same help desk as a Google Cloud Marketplace image, deployed into your own GCP project.

Deploys with

Marketplace deployment form

Recommended size

e2-standard-4

Free trial

5 days, up to USD 50 licence credit

#### Setup guides

-   [**Developer guide** Deploy, DNS, SSL, logs](https://meetrix.io/blogs/zammad-gcp-developer-guide/)

 [Launch on Google Cloud](https://console.cloud.google.com/marketplace/product/meetrix-public/zammad-zendesk-alternative)

## Zammad vs Zendesk

|  | Zammad | Zendesk |
| --- | --- | --- |
| Licence | AGPL-3.0, open source | Proprietary |
| Pricing model | Free software, pay only for hosting | Per agent, from $19 a month paid yearly |
| Where it runs | Your own AWS account or GCP project | Zendesk's cloud |
| Customer data | Stays on your server | Held by Zendesk |
| Switching | Built-in Zendesk import | \- |

## Zammad FAQ

What is Zammad?

An open-source help desk and customer support system. It brings email, chat, phone and social media requests into one ticket queue, with a knowledge base, SLAs and reporting.

Is Zammad free?

Yes. Zammad is open source under AGPL-3.0. You pay for the server and the Meetrix software fee shown on the listing, not per agent.

Which instance size should I choose?

t3a.xlarge on AWS or e2-standard-4 on Google Cloud is the recommended starting point, because PostgreSQL, Redis and Elasticsearch run alongside Zammad on the same server.

How do I sign in the first time?

Open the DashboardUrl from the stack outputs. Zammad starts an onboarding wizard; choose Set up a new system to create the admin account.

Does it set up SSL?

Yes, automatically when your domain is hosted on Route 53. Otherwise, run the certificate script on the server as the developer guide shows.

How are backups handled?

The stack takes an S3 bucket in your own account and stores PostgreSQL database backups there.

Can I move over from Zendesk?

Zammad includes import tools for Zendesk, Freshdesk and OTRS.

How do I upgrade?

Back up your server data, remove the old stack and launch the new version from AWS Marketplace.

## Need a hand with Zammad?

We deploy and run self-hosted business tools every day, from SSL and SSO to backups and scaling. Tell us what your support team needs.

[Contact us](https://meetrix.io/contact-us/)