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.
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.
Email, chat, phone, SMS, WhatsApp, Telegram, Facebook and Microsoft Teams.
Publish answers so customers can help themselves.
Track response times and escalate tickets that slip.
Templates, text modules, triggers and bulk actions.
SAML, OpenID Connect, LDAP, two-factor sign-in, S/MIME and PGP.
Import from Zendesk, Freshdesk or OTRS.
Zammad needs PostgreSQL, Redis and Elasticsearch next to the application, plus a web server and SSL. The AMI arrives with all of it configured.
Subscribe on AWS Marketplace and launch the CloudFormation stack with your domain, admin email and a backup bucket.
After 5-10 minutes, create a DNS record with the PublicIp from the stack outputs.
Open the DashboardUrl and choose Set up a new system in the onboarding wizard.
Add your support email and other channels, and start answering tickets.
An AMI on AWS Marketplace, launched into your own AWS account with a CloudFormation stack.
Launch on AWS 
The same help desk as a Google Cloud Marketplace image, deployed into your own GCP project.
Launch on Google Cloud | 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 | - |
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.
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.
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.
Open the DashboardUrl from the stack outputs. Zammad starts an onboarding wizard; choose Set up a new system to create the admin account.
Yes, automatically when your domain is hosted on Route 53. Otherwise, run the certificate script on the server as the developer guide shows.
The stack takes an S3 bucket in your own account and stores PostgreSQL database backups there.
Zammad includes import tools for Zendesk, Freshdesk and OTRS.
Back up your server data, remove the old stack and launch the new version from AWS Marketplace.
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