Zammad

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 dialect and means "together".[2]

Zammad
Original author(s)Zammad Foundation
Developer(s)Zammad Team[1]
Initial release2016
Stable release
3.6.0
Repository
Written inRuby (Ruby on Rails), JavaScript
Operating systemUbuntu, Debian, CentOS, Docker
PlatformGitHub
Available inEnglish (multilingual)
TypeHelpdesk
LicenseAGPLv3
Websitehttps://www.zammad.com/

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 open-source according to the GNU AFFERO General Public License (GNU AGPLv3) 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.[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
Old version, no longer maintained: 1.0.0 14 October 2016

Sources:[15][16]

  • First Version
Old version, no longer maintained: 1.1.0 14 November 2016

Source:[17]

Old version, no longer maintained: 1.1.1 14 December 2016 Bugfix release
Old version, no longer maintained: 1.2.0, 1.1.2, 1.0.3 16 January 2017 Feature and Bugfix release[18]
Old version, no longer maintained: 1.3.0, 1.2.1, 1.1.3, 1.0.4 15 February 2017 Feature, Security, and Bugfix release[19]
Old version, no longer maintained: 1.4.0, 1.3.1, 1.2.2, 1.1.4 16 March 2017 Feature and Bugfix release[20]
Old version, no longer maintained: 1.5.0, 1.4.1, 1.3.2, 1.2.3 21 April 2017 Feature and Bugfix release[21]
Old version, no longer maintained: 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]
Old version, no longer maintained: 2.1.0,2.0.1 25 October 2017 Minor and Feature release[26]
Old version, no longer maintained: 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
Old version, no longer maintained: 2.3.0, 2.2.1, 2.1.2 31 January 2018 Minor and Feature release[28]
  • Chat Integration was improved
Old version, no longer maintained: 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
Old version, no longer maintained: 2.5.0, 2.4.1 6 June 2018 Feature release[30]
  • Automation of ticket assignment
  • CSV Import
Old version, no longer maintained: 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
Old version, no longer maintained: 2.7.0, 2.6.1 25 October 2018 Minor and Bugfix release[32]
  • SMS Integration
  • Print layout
  • Changes to the date format
Old version, no longer maintained: 2.8.0, 2.7.1 3 December 2018 Minor and Bugfix release[33]
  • Integration of Placetel as CTI interface
  • Twitter API
Old version, no longer maintained: 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
Old version, no longer maintained: 3.0 6 June 2019 Major release[35]
  • more languages added
  • external authentication sources (Microsoft account, Azure AD, or OAuth2)
  • Zammad Knowledge Base[36]
Old version, no longer maintained: 3.1.0, 3.0.1 11 July 2019 Minor and Bugfix release[37]
  • additional CTI providers integrated
  • realized text modules for groups
Old version, no longer maintained: 3.2.0, 3.1.1 3 December 2019 Minor and Bugfix release[38]
  • SAML authentication
  • Chat module was extended
Old version, no longer maintained: 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
Old version, no longer maintained: 3.4.0, 3.3.1 15 June 2020 Minor and Bugfix release[40]
  • S/MIME Integration
  • Google OAuth Integration
  • Zammad + ServiceNow Integration improved
Old version, no longer maintained: 3.5.0, 3.4.1 21 September 2020 Minor and Bugfix release[41]
  • Easier process to delete a user (for better privacy)
  • Agents can now also be customers (and vice versa)
Current stable version: 3.6.0, 3.5.1 16 November 2020 Minor, Security and Bugfix release[42]
  • Webhooks
  • Mailbox Archive

Awards
  • Bronze OSBAR (Open Source Business Award 2016), on 7 December 2016, awarded by the Open Source Business Alliance
  • 1st place in the Thomas Krenn Award 2017, on 12 March 2017[43]
  • 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 [44]

References
  1. Core Team
  2. "OTRS-Gründer Martin Edenhofer startet mit Zammad Open-Source-Alternative" (in German).
  3. "Zammad Console". Retrieved 8 December 2020.
  4. "Zammad Community | Be part of it!".
  5. golem.de (in German) https://www.golem.de/news/zammad-otrs-gruender-startet-freie-zendesk-alternative-1610-123896.html. Retrieved 4 January 2021. Missing or empty |title= (help)
  6. "Zammad is a web based open source helpdesk/customer support system: zammad/zammad".
  7. "Zammad — Zammad documentation".
  8. "Zammad Foundation". Retrieved 9 December 2020.
  9. t3n (in German) https://t3n.de/news/helpdesk-software-4-underdogs-1291545/. Retrieved 4 January 2021. Missing or empty |title= (help)
  10. linux-magazin.de (in German) https://www.linux-magazin.de/ausgaben/2018/12/uebersicht/. Retrieved 4 January 2021. Missing or empty |title= (help)
  11. Zeughaus Design. "Und täglich grüßt das Kundentier" (in German).
  12. Wilhelm Greiner. "Zammad 3.0 für die kostenlose lokale Installation oder als Cloud-Service erhältlich: Open-Source-Helpdesk mit neuer Knowledge Base" (in German).
  13. "Set up Elasticsearch — Zammad documentation".
  14. "Software — Zammad documentation".
  15. "Zammad: OTRS-Gründer startet freie Zendesk-Alternative - Golem.de" (in German).
  16. Peter Marwan (25 October 2016). "Helpdesk- und Ticketing-Systeme: Open-Source-Alternative Zammad nun verfügbar" (in German).
  17. "Ticketsystem Zammad in Version 1.1 erschienen" (in German).
  18. "Zammad – Helpdesk & Support Software | Release: Zammad 1.2.0, 1.1.2 & 1.0.3 (Feature & Patch Level)".
  19. "Zammad – Helpdesk & Support Software | Release: Zammad 1.3.0, 1.2.1, 1.1.3 & 1.0.4 (Feature & Security/Patch Level)".
  20. "Zammad – Helpdesk & Support Software | Release: Zammad 1.4.0, 1.3.1, 1.2.2, 1.1.4 (Maintenance & Patch Level)".
  21. "Zammad – Helpdesk & Support Software | Release: Zammad 1.5.0, 1.4.1, 1.3.2, 1.2.3 (maintenance and patch level)".
  22. "Zammad – Helpdesk & Support Software | Release: Zammad 2.0.0 & 1.5.1 (major and patchlevel)".
  23. Silicon.de (in German) https://www.silicon.de/41658035/open-source-helpdesk-und-ticketing-system-zammad-2-0-verfuegbar. Retrieved 4 January 2021. Missing or empty |title= (help)
  24. lanline.de (in German) https://www.lanline.de/news/zammad-open-source-helpdesk-system-erhaelt-enterprise-funktionen.213112.html. Retrieved 4 January 2021. Missing or empty |title= (help)
  25. heise.de (in German) https://www.heise.de/ix/meldung/Helpdesk-Software-Zammad-2-0-will-Enterprise-Ready-sein-3826450.html. Retrieved 4 January 2021. Missing or empty |title= (help)
  26. "Zammad – Helpdesk & Support Software | Release: Zammad 2.1.0 & 2.0.1 (major und patchlevel)".
  27. "Zammad – Helpdesk & Support Software | Release: Zammad 2.2.0 & 2.1.1 (major und patchlevel)".
  28. "Zammad – Helpdesk & Support Software | Release: Zammad 2.3.0 & 2.2.1 & 2.1.2 (major and patchlevel)".
  29. "Zammad – Helpdesk & Support Software | Release: Zammad 2.4.0 & 2.3.1 & 2.2.2 (major & patchlevel)".
  30. "Zammad – Helpdesk & Support Software | Release: Zammad 2.5.0 & 2.4.1 (major & patchlevel)".
  31. "Zammad – Helpdesk & Support Software | Release: Zammad 2.6.0 & 2.5.1 (major & patchlevel)".
  32. "Zammad – Helpdesk & Support Software | Release: Zammad 2.7.0 & 2.6.1 (major & patchlevel)".
  33. "Zammad – Helpdesk & Support Software | Release: Zammad 2.8.0 & 2.7.1 (major & patchlevel)".
  34. "Zammad – Helpdesk & Support Software | Release: Zammad 2.9.0 (minor), 2.8.1 & 2.7.2 (patch)".
  35. "Zammad – Helpdesk & Support Software | Release: Zammad 3.0 (major)".
  36. Heise Online (in German) https://www.heise.de/select/ix/2019/9/1917714130490439203. Retrieved 4 January 2021. Missing or empty |title= (help)
  37. "Zammad – Helpdesk & Support Software | Release: Zammad 3.1.0 (minor) & 3.0.1 (patch)".
  38. "Zammad – Helpdesk & Support Software | Release: Zammad 3.2.0 (minor) & 3.1.1 (patch)".
  39. "Zammad – Helpdesk & Support Software | Release: Zammad 3.3.0 (minor) & 3.2.1 (patch)".
  40. "Zammad – Helpdesk & Support Software | Zammad 3.4.0 (minor) & 3.3.1 (patch)".
  41. "Zammad – Helpdesk & Support Software | Zammad 3.5.0 (minor) & 3.4.1 (patch)".
  42. "Zammad – Helpdesk & Support Software | Zammad 3.6.0 & 3.5.1".
  43. thomas-krenn.com (in German) https://www.thomas-krenn.com/de/tkmag/allgemein/zammad-home-assistant-und-freifunk-das-sind-die-gewinner-des-thomas-krenn-awards-2017/. Retrieved 4 January 2021. Missing or empty |title= (help)
  44. DINAcon Awards https://awards.dinacon.ch/en/winners-2019/. Retrieved 4 January 2021. Missing or empty |title= (help)
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