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Zammad offers flexibility with its open-source foundation and multi-channel helpdesk, a solid pick for teams that want self-hosting control or a low entry price. But its tier-locked channels, agent seat minimums, pay-per-call AI, and absence of MSP billing, project management, and customer-facing mobile and Teams apps mean you quickly hit walls as you grow.
Open-source-heritage helpdesk with flexible cloud and self-hosted options; solid multi-channel ticketing
Modern, chat-first, AI-native PSA built for MSPs and IT teams
Teams wanting an affordable, open-source-lineage helpdesk with multi-channel support and self-hosting flexibility
Growing MSPs and IT teams that want AI-native features, multi-channel customer support, and a chat-first service desk
Traditional helpdesk setup: cloud plans ready quickly, self-hosted requires infrastructure setup
Same day to a few days with guided onboarding
Functional and flexible; interface can feel dated; admin configuration required for automation
Clean, modern, speed-focused UI built for fast tech adoption
Low per-seat cost but tier-locked features and agent minimums (35 minimum on Professional) force overbuying for small teams
All features included in one flat rate; pay only for actual headcount, no agent minimums
Starter
Professional
Plus
Standard Annually
Standard Monthly
Enterprise
Queue-based ticketing with priority routing, automated responses, and SLA management (Professional+); no chat-first interface; traditional email-driven workflow
Chat-first service desk built for speed and adoption
Web app with mobile-responsive view; functional and information-dense but can feel dated compared to modern tools; significant admin configuration required out of the box
Clean, modern, speed-focused UI, built to reduce friction for techs and end-users
Available, community edition free and self-hosted; commercial self-hosted packages (Business/Enterprise/Corporation) for organizations needing on-premise deployment
Cloud-hosted SaaS only. No self-hosted option
Starter: email + web form only. Professional: adds chat, SMS, Telegram. Plus: adds WhatsApp, Facebook, X. Channel access is tier-locked; upgrading channels means upgrading plan.
Email, web, Microsoft Teams, mobile & desktop apps; all channels included from day one
Starter: maximum 5 agents. Professional: 35-agent minimum (teams of 6–34 must buy unused seats or stay on Starter with no SLA or chat). No team-size flexibility.
No agent caps or minimums; pay for exactly the seats you need
Not available. Zammad is a helpdesk, not a full PSA; no project tracking, milestones, or resource allocation
Built-in project management, easy to use
Not available. No billing module, contract management, or MSP-specific invoicing
Full billing and contracts module with QuickBooks and Xero integration
No dedicated announcement feature for techs or customers/end-users
Native announcements for techs and customers
Inbound email auto-converted to tickets; configurable routing and filters; multiple mailboxes supported across plans
Up to 5 custom support email addresses
SLA management with escalation policies available on Professional and above; no dedicated time-tracking or billable-hours module
Advanced SLA tracking with automated time capture and billable time logging
Triggers, macros, and schedulers; admin-configured rule-based automation; no visual canvas-based workflow builder; steep learning curve for complex setups
Visual, no-code canvas workflow builder, easy to configure without scripting
AI add-on available as of Zammad 7.0- €0.03 per AI call (text assistance, summarization, reformulation, basic sentiment); not a native always-on AI agent; additional cost per interaction
Helena AI built-in from day one; no add-on
Available via AI add-on (pay-per-call); not included in any base plan
AI-powered drafting of ticket replies included
Available via AI add-on (pay-per-call)
Available
Not available. Routing is rule-based (triggers/macros); no ML-based intelligent triage
Available. Helena handles triage natively
Not available. No AI that surfaces past ticket resolutions or knowledge base suggestions in context
Available
Channel access locked to plan tier: email only (Starter), adds chat/SMS/Telegram (Professional), adds WhatsApp/Facebook/X (Plus). No Microsoft Teams integration for customers. No dedicated mobile or desktop apps.
Email, web, Microsoft Teams, mobile & desktop apps, all included
SSO available on Professional and above
Native SSO for techs and customers (OIDC / SAML 2.0 / JIT)
Self-service portal with KB integration; end-users can submit tickets and access knowledge articles
Fully branded, ready-to-use portal
Not available. No Teams integration for customers or end-users; Teams/Slack supported for notifications only
Custom-branded Teams app. Critical for Microsoft-first workplaces
No dedicated customer-facing mobile app; portal accessible via mobile-responsive browser only
Branded iOS & Android apps for end-users
No dedicated native tech mobile app; web interface is mobile-responsive
Branded iOS & Android apps for techs
Not available
Branded Windows & Mac apps for end-users
Mono-lingual KB on Professional; multi-lingual KB on Plus; self-service portal integration; no AI-powered article suggestions
Built-in KB with AI-powered suggestions via Helena
No QA module or ticket scoring
Built-in QA scoring across tickets, projects, and timesheets
Standard reporting on Professional; advanced analytics via Elasticsearch and Grafana dashboards on Plus only; not available without the highest-tier plan
Real-time dashboards, QA scoring, SLA insights, and curated analytics included
Teams/Slack notifications; WhatsApp via Cloud API; GitHub/GitLab (Plus only); REST API available; limited MSP-specific RMM integrations
NinjaOne, Level, N-able N-central, QuickBooks, Xero, Hudu, and more. Purpose-built for MSPs
Roles and branding customization; plan-based channel unlocks; admin-configured triggers and macros
Flexible automation workflows, SLA rules, ticket views, notification rules. No scripting needed
Cloud plans relatively quick to start; significant admin configuration needed for full setup; self-hosted requires infrastructure work
Guided, self-serve, same-day/week possible
Email support (Starter/Professional); phone support at Plus (8×5 CET); community forums and documentation
Direct chat and email support
Active development. Zammad 7.0 released with AI add-on; open-source community contributes regularly
Continuous, feedback-driven updates
