# Zammad

Open-source help desk, offered hosted, with email ticketing, macros, triggers, SLAs, chat and a knowledge base.

- Website: https://zammad.com/en
- Listing: https://openack.co/p/zammad
- Not evaluated. Listed by OpenACK: its 10 claimed capabilities are OpenACK's reading of the product's public site, not the maker's word, and nobody has checked them yet.

OpenACK's description (not checked):

> Zammad is an open-source help desk available as a hosted service or self-hosted. Emails become tickets that agents reply to, annotate with internal notes, assign and merge, with macros, triggers, SLAs, a website chat and a knowledge base.

## Capabilities

- **not evaluated**: Receive customer emails as tickets in a shared inbox
- **not evaluated**: Reply to a ticket by email from the app
- **not evaluated**: Add an internal note on a ticket
- **not evaluated**: Assign a ticket to a teammate
- **not evaluated**: Reply with a saved response (macro)
- **not evaluated**: Merge two tickets
- **not evaluated**: Route tickets automatically with rules
- **not evaluated**: Set a first-response time target (SLA)
- **not evaluated**: Add a live chat widget to a website
- **not evaluated**: Publish a help center article

## What the statuses mean

- **confirmed** (ACK): a person from OpenACK signed in with a test account and saw it work.
- **not confirmed** (NAK or ?): it was tried and didn't work, or we couldn't reach or check it. Not proof it's missing, but not verified.
- **not evaluated** (—): nobody has checked it. It's the founder's word only.

Treat only "confirmed" as verified. A result is a record of one evaluation on the date shown, not a guarantee.