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Zammad offers flexibility with its open-source foundation, but DeskDay provides a streamlined path to efficiency, featuring chat-first ticketing, built-in workflow automation, and Helena, an AI agent that accelerates ticket resolution. For a modest increase in cost per seat, DeskDay delivers a more cohesive and modern service desk experience.
Trusted by user-focused MSPs
Zammad's pricing tiers (Starter, Professional, Plus) come with varying features and tech limits. DeskDay offers a single plan with all features included, simplifying decision-making.
Zammad provides macros, triggers, and schedulers but lacks a native AI agent. DeskDay includes Helena, an AI assistant that drafts replies, checks sentiment, and suggests past resolutions and knowledge base articles; no add-ons required.
Zammad's automation relies on admin-configured triggers. DeskDay offers a canvas-based workflow builder that your team can set up in minutes, enhancing efficiency without the need for complex configurations.
Zammad supports chat notifications but doesn't offer integrated chat ticketing. DeskDay allows users to raise and resolve tickets directly within Microsoft Teams, mobile, desktop or web; streamlining communication and reducing context switching.
Zammad's interface is functional but can feel dated. DeskDay is designed for speed and clarity, enabling techs to resolve tickets faster with an intuitive, chat-first interface.
Zammad's tech caps vary by plan: 5 techs for Starter, 35 for Professional, and unlimited for Plus. DeskDay doesn’t cap techs and is built for MSPs who plan to grow, offering scalability without the need to switch tools later.
With Zammad, you can start small. With DeskDay, you start complete; so you save time, not just dollars.
DeskDay’s pricing flexibility means you only pay for actual headcount, avoiding unnecessary seats or feature tiers. For growing MSPs, that predictability matters. Zammad may appear cheaper per seat, but its minimum requirements often force teams into overbuying; and costlier implementation of missing functionality down the road.
DeskDay vs. Zammad:
Ticketing, SLAs, Knowledge Base, Chat, Roles, Triggers/Schedulers
Chat-first service desk, time tracking, projects, billing, QA, reports
Web app with mobile-responsive view
Web and mobile-based, chat-first, designed for ease of use and clarity
Triggers/macros/schedulers; no native AI agent
Canvas-based service desk workflow automation; Helena AI agent for ticket replies, sentiment checks, past ticket resolution notes & KB suggestions
Email, web form, SMS (Starter); add Chat/Telegram (Professional); add WhatsApp/Facebook/X (Plus). Mobile-responsive UI
Email, web, Microsoft Teams, mobile & desktop apps. Slack (coming soon)
Teams/Slack notifications; WhatsApp via Cloud API; GitHub/GitLab (Plus)
NinjaOne, Level, N-able N-central, QuickBooks, Xero Hudu, and more; purpose-built for MSPs.
Branding/roles; plan-based channel unlocks
Vanity URL(coming soon), branded communications, flexible templates
Standard reporting; deeper via Elasticsearch/Grafana (Plus)
Real-time ticket metrics, QA, analytics dashboards
Traditional helpdesk setup
Designed for same day use with guided setup
Email (Starter/Pro), phone at Plus (8×5 CET)
In-chat, email, Discord
Teams wanting a classic helpdesk with open-source lineage
Growing MSPs seeking AI-first, intuitive, all-in-one PSA that’s affordable, modern, and fast to implement
