Zammad

Zammad Logo

Original author(s)| Zammad Foundation
Developer(s)| Zammad Team[1]
Initial release| 2016
Written in| Ruby (Ruby on Rails), JavaScript
Operating system| Ubuntu, Debian, CentOS, Docker
Platform| GitHub
Available in| English (multilingual)
Type| Helpdesk
License| AGPL-3.0-only
Website| https://www.zammad.com/

Zammad is a free helpdesk or issue tracking system. It offers the connection of various channels like email, chat, telephone, Twitter, or Facebook. Zammad is developed in the programming languages Ruby and JavaScript. The name Zammad comes from the Bavarian language and means "together".[2]

## Contents

* 1 General
* 2 User Interface
* 3 Backend
* 4 Version history
* 5 Awards
* 6 References
* 7 External links

## General

Zammad was founded by Martin Edenhofer, who was formerly involved in the development of OTRS.[3]

The project asks for active participation in the development.[4] The source code is free software according to the AGPL-3.0-only license[5] and available via git.[6][7] For this purpose, the Zammad Foundation[8] was founded to ensure the freedom of the software. Inspiration for the Zammad Foundation are the WordPress Foundation, the Free Software Foundation, and the Mozilla Foundation.[8]

## User Interface

The user interface is modern and attractive.[9] It has been redesigned from scratch and can be used by occasional users without training without any problems. Technologically, the user interface is implemented as a web application with CSS, JavaScript, and HTML5 (including WebSockets),[10] which means that the application runs in the browser – only data is exchanged over the network (in REST). Thus the WebApp feels like a native application and is capable of real-time (information is updated in all clients immediately after creation/change without reloading the application/web page). The design of the interface was developed with Zeughaus Design GmbH.[11]

In version 3.0 Zammad was extended by a knowledge base.[12]

## Backend

The backend is realized in Ruby on Rails and communicates with the user interface via REST. Zammad relies on Elasticsearch to speed up search queries.[13]

MySQL, MariaDB, or PostgreSQL are supported as database servers up to Zammad version 6. Zammad version 7 and above will be PostgreSQL only.[14] Nginx or Apache can be used as a web server or reverse proxy.[14]

## Version history

The planned release cycle was 4 weeks, on the 14th of the month.

Version  | Published  | Significant changes

|
|

1.0.0  | 14 October 2016  |

Sources:[15][16]

* First Version

1.1.0  | 14 November 2016  |

Source:[17]

* Release of REST API v1
* Ruby API Lib https://github.com/zammad/zammad-api-client-ruby
* PHP API Lib https://github.com/zammad/zammad-api-client-php
* Integration of Sipgate.io
* Automatic assignment of the organization based on the email domain

1.1.1  | 14 December 2016  | Bugfix release
1.2.0, 1.1.2, 1.0.3  | 16 January 2017  | Feature and Bugfix release[18]
1.3.0, 1.2.1, 1.1.3, 1.0.4  | 15 February 2017  | Feature, Security, and Bugfix release[19]
1.4.0, 1.3.1, 1.2.2, 1.1.4  | 16 March 2017  | Feature and Bugfix release[20]
1.5.0, 1.4.1, 1.3.2, 1.2.3  | 21 April 2017  | Feature and Bugfix release[21]
2.0.0, 1.5.1  | 11 September 2017  | Major Release and Maintenance[22]

* LDAP Integration[23]
* Absence management assistant
* Exchange integration[24]
* Role management[25]

2.1.0,2.0.1  | 25 October 2017  | Minor and Feature release[26]

* Reporting Function
* check mk Integration

2.2.0, 2.1.1  | 6 December 2017  | Minor and Feature release[27]

* i-doit Integration as CMDB
* Emails can be forwarded incl. attachments

2.3.0, 2.2.1, 2.1.2  | 31 January 2018  | Minor and Feature release[28]

* Chat Integration was improved

2.4.0, 2.3.1, 2.2.2  | 29 March 2018  | Feature release[29]

* Auto-completion for email addresses
* REST API
* Breaking Change: Changes in the authorization management

2.5.0, 2.4.1  | 6 June 2018  | Feature release[30]

* Automation of ticket assignment
* CSV Import

2.6.0, 2.5.1  | 10 August 2018  | Minor, Feature and Bugfix release[31]

* CTI Integration
* better filter function for emails
* improved search function in the REST-API

2.7.0, 2.6.1  | 25 October 2018  | Minor and Bugfix release[32]

* SMS Integration
* Print layout
* Changes to the date format

2.8.0, 2.7.1  | 3 December 2018  | Minor and Bugfix release[33]

* Integration of Placetel as CTI interface
* Twitter API

2.9.0, 2.8.1, 2.7.2  | 14 February 2019  | Minor and Bugfix release[34]

* Attachment preview realized
* Timestamp over time zones improved

3.0  | 6 June 2019  | Major release[35]

* more languages added
* external authentication sources (Microsoft account, Azure AD, or OAuth2)
* Zammad Knowledge Base[36]

3.1.0, 3.0.1  | 11 July 2019  | Minor and Bugfix release[37]

* additional CTI providers integrated
* realized text modules for groups

3.2.0, 3.1.1  | 3 December 2019  | Minor and Bugfix release[38]

* SAML authentication
* Chat module was extended

3.3.0, 3.2.1  | 3 March 2020  | Minor and Bugfix release[39]

* Security updates
* Automation improved: with Triggers and depending on the calendar

3.4.0, 3.3.1  | 15 June 2020  | Minor and Bugfix release[40]

* S/MIME Integration
* Google OAuth Integration[41]
* Zammad + ServiceNow Integration improved

3.5.0, 3.4.1  | 21 September 2020  | Minor and Bugfix release[42]

* Easier process to delete a user (for better privacy)
* Agents can now also be customers (and vice versa)

3.6.0, 3.5.1  | 16 November 2020  | Minor, Security and Bugfix release[43]

* Webhooks
* Mailbox Archive

4.0  | 25\. March 2021  | Major release[44]

* integration of Grafana, Kibana, GitLab und GitHub
* better design at mobile devices

4.1  | 8\. June 2021  | Minor release[45]

* session Timeout
* Freshdesk import possibility

5.0  | 5\. October 2021  | Major release [46]

* Integration MessageBird
* Core Workflows-Function
* Integration with Jira
* better User Experience

5.0.1  | 8\. October 2021  | Minor release[47]

* only security update

5.0.2  | 28\. October 2021  | Minor release[48]

* only security update

5.0.3  | 7\. December 2021  | Minor release[49]

* only security update

5.1.0  | 14\. March 2022  | Minor release[50]

* 12h time format possible
* breaking Changes

## Awards

* Bronze OSBAR (Open Source Business Award 2016), on 7 December 2016, awarded by the Open Source Business Alliance[51]
* 1st place in the Thomas Krenn Award 2017, on 12 March 2017[52]
* DINACon Award in Category 1: Best Open Source Project, on 18 October 2019, which means that Zammad was also nominated for the Digital Economy Award [53]

## References

1. ↑ "Zammad Community | About Us". https://zammad.org/about.
2. ↑ "OTRS-Gründer Martin Edenhofer startet mit Zammad Open-Source-Alternative" (in de). 26 October 2016. https://www.datacenter-insider.de/otrs-gruender-martin-edenhofer-startet-mit-zammad-open-source-alternative-a-555261/.
3. ↑ "Zammad Console". https://docs.zammad.org/en/latest/admin/console.html.
4. ↑ "Zammad Community | Be part of it!". https://zammad.org/participate.
5. ↑ "Golem.de: IT-News für Profis" (in German). https://www.golem.de/news/zammad-otrs-gruender-startet-freie-zendesk-alternative-1610-123896.html.
6. ↑ "Welcome to Zammad". 14 April 2022. https://github.com/zammad/zammad.
7. ↑ "Zammad — Zammad documentation". https://docs.zammad.org/en/latest/about/zammad.html.
8. ↑ 8.0 8.1 "Zammad Foundation". https://zammad-foundation.org/.
9. ↑ "Helpdesk-Software: 4 Underdogs für weniger Stress im Service" (in German). 17 June 2020. https://t3n.de/news/helpdesk-software-4-underdogs-1291545/.
10. ↑ Bantle, Ulrich; Brendel, Jens-Christoph; Kißling, Kristian; Kleinert, Jan (December 2018). "OTRS, Kix, Request Tracker, Zammad" (in de). https://www.linux-magazin.de/ausgaben/2018/12/uebersicht/.
11. ↑ "Und täglich grüßt das Kundentier" (in de-DE). https://www.zeughaus.com/projekt/und-taeglich-gruesst-das-kundentier.
12. ↑ Greiner, Wilhelm. "Zammad 3.0 für die kostenlose lokale Installation oder als Cloud-Service erhältlich: Open-Source-Helpdesk mit neuer Knowledge Base" (in de). https://www.lanline.de/news/open-source-helpdesk-mit-neuer-knowledge-base.238710.html.
13. ↑ "Set up Elasticsearch — Zammad documentation". https://docs.zammad.org/en/latest/install/elasticsearch.html.
14. ↑ 14.0 14.1 "Software — Zammad documentation". https://docs.zammad.org/en/latest/prerequisites/software.html.
15. ↑ "Zammad: OTRS-Gründer startet freie Zendesk-Alternative - Golem.de" (in de-DE). https://www.golem.de/news/zammad-otrs-gruender-startet-freie-zendesk-alternative-1610-123896.html.
16. ↑ Peter Marwan (25 October 2016). "Helpdesk- und Ticketing-Systeme: Open-Source-Alternative Zammad nun verfügbar" (in de-DE). https://www.silicon.de/41635731/helpdesk-und-ticketing-systeme-open-source-alternative-zammad-nun-verfuegbar.
17. ↑ "Ticketsystem Zammad in Version 1.1 erschienen" (in de). https://www.pro-linux.de/news/1/24174/ticketsystem-zammad-in-version-11-erschienen.html.
18. ↑ "Release | Zammad 1.2.0, 1.1.2 & 1.0.3 (Feature & Patch Level)". 16 January 2017. https://zammad.com/en/releases/1-2.
19. ↑ "New Release | Zammad 1.3.0, 1.2.1, 1.1.3 & 1.0.4". 15 February 2017. https://zammad.com/en/releases/1-3.
20. ↑ "Release | Zammad 1.4.0, 1.3.1, 1.2.2, 1.1.4 (Maintenance & Patch Level)". 26 March 2017. https://zammad.com/en/releases/1-4.
21. ↑ "Release | Zammad 1.5.0, 1.4.1, 1.3.2, 1.2.3 (Maintenance & Patch Level)". 21 April 2017. https://zammad.com/en/releases/1-5.
22. ↑ "New Release | Zammad 2.0.0 & 1.5.1 (Major and Patch Level)". 11 September 2017. https://zammad.com/en/releases/2-0.
23. ↑ "Open-Source-Helpdesk- und Ticketing-System Zammad 2.0 verfügbar - silicon.de" (in German). 11 September 2017. https://www.silicon.de/41658035/open-source-helpdesk-und-ticketing-system-zammad-2-0-verfuegbar.
24. ↑ "Neue Version umfasst unter anderem ein neues Rollen-Management: Zammad: Open-Source-Helpdesk-System erhält Enterprise-Funktionen" (in German). https://www.lanline.de/news/zammad-open-source-helpdesk-system-erhaelt-enterprise-funktionen.213112.html.
25. ↑ "Helpdesk-Software Zammad 2.0 will "Enterprise Ready" sein" (in German). 11 September 2017. https://www.heise.de/ix/meldung/Helpdesk-Software-Zammad-2-0-will-Enterprise-Ready-sein-3826450.html.
26. ↑ "New Release | Zammad 2.1.0 & 2.0.1 (Major and Patch Level)". 27 October 2017. https://zammad.com/en/releases/2-1.
27. ↑ "New Release | Zammad 2.2.0 & 2.1.1 (Major and Patch Level)". 6 December 2017. https://zammad.com/en/releases/2-2.
28. ↑ "Release | Zammad 2.3.0 & 2.2.1 & 2.1.2 (Major and Patch Level)". 30 January 2018. https://zammad.com/en/releases/2-3.
29. ↑ "Release | Zammad 2.4.0 & 2.3.1 & 2.2.2 (Major and Patch Level)". 29 March 2018. https://zammad.com/en/releases/2-4.
30. ↑ "Release | Zammad 2.5.0 & 2.4.1 (Major and Patch Level)". 6 June 2018. https://zammad.com/en/releases/2-5.
31. ↑ "Release | Zammad 2.6.0 & 2.5.1 (Major and Patch Level)". 10 August 2018. https://zammad.com/en/releases/2-6.
32. ↑ "Release | Zammad 2.7.0 & 2.6.1 (Major and Patch Level)". 25 October 2018. https://zammad.com/en/releases/2-7.
33. ↑ "Release | Zammad 2.8.0 & 2.7.1 (Major and Patch Level)". 3 December 2018. https://zammad.com/en/releases/2-8.
34. ↑ "New Release | Zammad 2.9.0 (minor), 2.8.1 & 2.7.2 (patch)". 14 February 2019. https://zammad.com/en/releases/2-9.
35. ↑ "New Release | Zammad 3.0 (major)". 6 June 2019. https://zammad.com/en/releases/3-0.
36. ↑ Schürmann, Tim (28 August 2019). "Open-Source-Ticketsystem Zammad 3 bringt Wissensdatenbank" (in German). Ix 2019 (9): 72–73. https://www.heise.de/select/ix/2019/9/1917714130490439203. Retrieved 4 January 2021.
37. ↑ "Release | Zammad 3.1.0 (minor) and 3.0.1 (patch)". 11 July 2019. https://zammad.com/en/releases/3-1.
38. ↑ "New Release | Zammad 3.2.0 (minor) & 3.1.1 (patch)". 3 December 2019. https://zammad.com/en/releases/3-2.
39. ↑ "New Release | Zammad 3.3.0 (minor) and 3.2.1 (patch)". 3 March 2020. https://zammad.com/en/releases/3-3.
40. ↑ "Release 3.4.0 (minor) & 3.3.1 (patch) | Zammad". 15 June 2020. https://zammad.com/en/releases/3-4.
41. ↑ "A Guide to 5 Fair Selections of Open Source Ticketing Tools for Linux". Linux Journal. https://www.linuxjournal.com/content/guide-5-fair-selections-open-source-ticketing-tools-linux.
42. ↑ "Release Notes | Zammad 3.5". 21 September 2020. https://zammad.com/en/releases/3-5.
43. ↑ "New Release - Zammad 3.6.0". 16 November 2020. https://zammad.com/en/releases/3-6.
44. ↑ "Major Release: Zammad 4.0". 25 March 2021. https://zammad.com/en/releases/4-0.
45. ↑ "New Release: Zammad 4.1". 8 June 2021. https://zammad.com/en/releases/4-1.
46. ↑ "Major Release: Zammad 5.0". 5 October 2021. https://zammad.com/en/releases/5-0.
47. ↑ "Security Release | Zammad 5.0.1". 8 October 2021. https://zammad.com/en/releases/5-0-1.
48. ↑ "Security Release | Zammad 5.0.2". 28 October 2021. https://zammad.com/en/releases/5-0-2.
49. ↑ "Security Release | Zammad 5.0.3". 7 December 2021. https://zammad.com/en/releases/5-0-3.
50. ↑ "New Release: Zammad 5.1". 14 March 2022. https://zammad.com/en/releases/5-1.
51. ↑ "OSBAR 2016 – unsere Stars!" (in de-DE). 2016-12-09. https://osb-alliance.de/publikationen/bloggast/osbar-2016-unsere-stars.
52. ↑ Ag, Thomas-Krenn (12 March 2017). "Thomas-Krenn-Award 2017: Zammad, Home Assistant und Freifunk" (in German). https://www.thomas-krenn.com/de/tkmag/allgemein/zammad-home-assistant-und-freifunk-das-sind-die-gewinner-des-thomas-krenn-awards-2017/.
53. ↑ "Winners 2019 > DINAcon Awards". https://awards.dinacon.ch/en/winners-2019/.

## External links

* Official Website
* Zammad Foundation
* Zammad Community
* on GitHub

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