#8 in Helpdesk & TicketingUpdated 2026-08

Zammad

by Zammad · Helpdesk and ticketing, hosted in Germany or self-hosted

46.5 — BenchRank score out of 100

Homepage
Pricing page

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Overview

Zammad is a helpdesk platform that handles customer service, IT support and internal requests as tickets across email, web forms, SMS, chat and social channels. It provides triggers, schedulers, macros, text modules, templates and a knowledge base, with optional AI features for ticket summaries, reply drafting and automation. It runs as SaaS on German servers or self-hosted.

Best for: Support and IT teams wanting a German-hosted or self-hosted ticketing system
Pricing: Hosted plans run from €7 per agent/month (Starter v2) through €16 (Professional v2) to €25 (Plus v2), excluding VAT, with AI use billed at €0.03 per call; self-hosted prices are not shown.
Runs on: WebSelf-hosted

Strengths and trade-offs

Strengths

Hosted in ISO27001-certified German data centres, GDPR-compliant
Over 40 interface languages; full-text search covers attachments
REST API plus GitHub/GitLab integration on the top tier
Choice of SaaS, self-hosting with support, or paid guidance

Trade-offs

Starter caps at 5 agents and Professional at 35
Chat, Telegram, WhatsApp and Facebook need higher tiers
AI features cost €0.03 per call on top of the agent price
No self-hosted prices shown on the captured pricing page

Pricing

Published plans from Zammad’s own pricing page, in EUR. Usage charges and add-ons may apply on top.

Zammad pricing tiers, monthly rates in EUR
Plan	Monthly	Includes
Starter v2	€7per agent	Max. 5 agents Email, web form and SMS channels Email support (8x5, CET) 10 MB attachments + 20 GB disk space
Professional v2	€16per agent	Max. 35 agents; adds chat and Telegram SLAs, individual roles and ticket objects Monolingual knowledge base Optional AI features; 35 MB attachments + 50 GB disk
Plus v2	€25per agent	Unlimited agents; adds Facebook and WhatsApp Phone support (8x5, CET); Core Workflows GitHub/GitLab integration; multilingual knowledge base Standard reporting plus Elasticsearch access via Grafana

How this score is made up

Each dimension is scored out of 100 and combined into the headline score using fixed weights.

MCP support: 0 out of 100
API quality: 10 out of 100
Documentation: 80 out of 100
Agent friendliness: 70 out of 100
Pricing transparency: 85 out of 100
Changelog: 80 out of 100
Marketing site structure: 55 out of 100
Operational trust: 25 out of 100

Measured, but not part of the score

Useful to know, but not a mark for or against the product — so these do not affect the ranking.

Openness: 65 out of 100
Maintenance: 100 out of 100

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