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Zammad

{{Short description|Zammad is a free helpdesk tracking system offering connection through various channels}}

{{Use dmy dates|date=February 2021}}

{{Notability|Products|date=December 2020}}

{{Infobox software

| name = Zammad

| logo = Zammad logo.svg

| logo alt =

| logo caption = Zammad Logo

| author = Zammad Foundation

| developer = Zammad Team{{Cite web|url=https://zammad.org/about|title=Zammad Community | About Us|website=zammad.org}}

| released = 2016

| latest release version = {{wikidata|property|edit|reference|P348}}

| latest release date = {{start date and age|{{wikidata|qualifier|P348|P577}}}}

| programming language = Ruby (Ruby on Rails), JavaScript

| operating system = Ubuntu, Debian, CentOS, Docker

| platform = GitHub

| language = English (multilingual)

| language count =

| genre = Helpdesk

| license = AGPL-3.0-only

| website = https://www.zammad.com/

}}

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 language and means "together".{{cite web |url=https://www.datacenter-insider.de/otrs-gruender-martin-edenhofer-startet-mit-zammad-open-source-alternative-a-555261/ |title=OTRS-Gründer Martin Edenhofer startet mit Zammad Open-Source-Alternative |date=26 October 2016 |language=de}}

General

Zammad was founded by Martin Edenhofer, who was formerly involved in the development of OTRS.{{cite web |title=Zammad Console |url=https://docs.zammad.org/en/latest/admin/console.html |access-date=8 December 2020}}

The project asks for active participation in the development.{{Cite web|url=https://zammad.org/participate|title=Zammad Community | Be part of it!|website=zammad.org}} The source code is free software according to the AGPL-3.0-only license{{cite web |url=https://www.golem.de/news/zammad-otrs-gruender-startet-freie-zendesk-alternative-1610-123896.html |website=golem.de |access-date=4 January 2021 |language=German|title=Golem.de: IT-News für Profis }} and available via git.{{Cite web|url=https://github.com/zammad/zammad|title=Welcome to Zammad|date=14 April 2022|via=GitHub}}{{Cite web|url=https://docs.zammad.org/en/latest/about/zammad.html|title=Zammad — Zammad documentation|website=docs.zammad.org}} For this purpose, the Zammad Foundation{{cite web |title=Zammad Foundation |url=https://zammad-foundation.org/ |access-date=9 December 2020}} 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.

User Interface

The user interface is modern and attractive.{{cite web |url=https://t3n.de/news/helpdesk-software-4-underdogs-1291545/ |website=t3n |access-date=4 January 2021 |language=German|title=Helpdesk-Software: 4 Underdogs für weniger Stress im Service |date=17 June 2020 }} 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),{{cite web |url=https://www.linux-magazin.de/ausgaben/2018/12/uebersicht/ |title=OTRS, Kix, Request Tracker, Zammad |first1=Ulrich |last1=Bantle |first2=Jens-Christoph |last2=Brendel |first3=Kristian |last3=Kißling |first4=Jan |last4=Kleinert |name-list-style=amp |date=December 2018 |website=Linux-magazin.de |language=de |access-date=4 January 2021}} 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.{{cite web |website=Zeughaus Design |url=https://www.zeughaus.com/projekt/und-taeglich-gruesst-das-kundentier |title=Und täglich grüßt das Kundentier |language=de-DE}}

In version 3.0 Zammad was extended by a knowledge base.{{cite web |first=Wilhelm |last=Greiner |url=https://www.lanline.de/news/open-source-helpdesk-mit-neuer-knowledge-base.238710.html |title=Zammad 3.0 für die kostenlose lokale Installation oder als Cloud-Service erhältlich: Open-Source-Helpdesk mit neuer Knowledge Base |language=de}}

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.{{Cite web|url=https://docs.zammad.org/en/latest/install/elasticsearch.html|title=Set up Elasticsearch — Zammad documentation|website=docs.zammad.org}}

MySQL, MariaDB, or PostgreSQL are supported as database servers up to Zammad version 6. Zammad version 7 and above will be PostgreSQL only.{{Cite web|url=https://docs.zammad.org/en/latest/prerequisites/software.html|title=Software — Zammad documentation|website=docs.zammad.org}} Nginx or Apache can be used as a web server or reverse proxy.

Version history

The planned release cycle was 4 weeks, on the 14th of the month.

class="wikitable"
style="background:#ECECEC;"

! Version

! Published

! Significant changes

{{Version|o|1.0.0}}

| 14 October 2016

|

Sources:{{cite web |url=https://www.golem.de/news/zammad-otrs-gruender-startet-freie-zendesk-alternative-1610-123896.html |title=Zammad: OTRS-Gründer startet freie Zendesk-Alternative - Golem.de |language=de-DE}}{{cite web |author=Peter Marwan |url=https://www.silicon.de/41635731/helpdesk-und-ticketing-systeme-open-source-alternative-zammad-nun-verfuegbar |title=Helpdesk- und Ticketing-Systeme: Open-Source-Alternative Zammad nun verfügbar |date=25 October 2016 |language=de-DE}}

  • First Version
{{Version|o|1.1.0}}

| 14 November 2016

|

Source:{{cite web |url=https://www.pro-linux.de/news/1/24174/ticketsystem-zammad-in-version-11-erschienen.html |title=Ticketsystem Zammad in Version 1.1 erschienen |language=de}}

  • Release of REST API v1
  • Ruby API Lib https://github.com/zammad/zammad-api-client-ruby
  • PHP API Lib https://github.com/zammad/zammad-api-client-php
  • Integration of Sipgate.io
  • Automatic assignment of the organization based on the email domain
{{Version|o|1.1.1}}

| 14 December 2016

|Bugfix release

{{Version|o|1.2.0, 1.1.2, 1.0.3}}

|16 January 2017

|Feature and Bugfix release{{Cite web|url=https://zammad.com/en/releases/1-2|title=Release | Zammad 1.2.0, 1.1.2 & 1.0.3 (Feature & Patch Level)|website=zammad.com|date=16 January 2017 }}

{{Version|o|1.3.0, 1.2.1, 1.1.3, 1.0.4}}

|15 February 2017

|Feature, Security, and Bugfix release{{Cite web|url=https://zammad.com/en/releases/1-3|title=New Release | Zammad 1.3.0, 1.2.1, 1.1.3 & 1.0.4|website=zammad.com|date=15 February 2017 }}

{{Version|o|1.4.0, 1.3.1, 1.2.2, 1.1.4}}

|16 March 2017

|Feature and Bugfix release{{Cite web|url=https://zammad.com/en/releases/1-4|title=Release | Zammad 1.4.0, 1.3.1, 1.2.2, 1.1.4 (Maintenance & Patch Level)|website=zammad.com|date=26 March 2017 }}

{{Version|o|1.5.0, 1.4.1, 1.3.2, 1.2.3}}

|21 April 2017

|Feature and Bugfix release{{Cite web|url=https://zammad.com/en/releases/1-5|title=Release | Zammad 1.5.0, 1.4.1, 1.3.2, 1.2.3 (Maintenance & Patch Level)|website=zammad.com|date=21 April 2017 }}

{{Version|o|2.0.0, 1.5.1}}

|11 September 2017

|Major Release and Maintenance{{Cite web|url=https://zammad.com/en/releases/2-0|title=New Release | Zammad 2.0.0 & 1.5.1 (Major and Patch Level)|website=zammad.com|date=11 September 2017 }}

  • LDAP Integration{{cite web |url=https://www.silicon.de/41658035/open-source-helpdesk-und-ticketing-system-zammad-2-0-verfuegbar |website=Silicon.de |access-date=4 January 2021 |language=German|title=Open-Source-Helpdesk- und Ticketing-System Zammad 2.0 verfügbar - silicon.de |date=11 September 2017 }}
  • Absence management assistant
  • Exchange integration{{cite web |url=https://www.lanline.de/news/zammad-open-source-helpdesk-system-erhaelt-enterprise-funktionen.213112.html |website=lanline.de |access-date=4 January 2021 |language=German|title=Neue Version umfasst unter anderem ein neues Rollen-Management: Zammad: Open-Source-Helpdesk-System erhält Enterprise-Funktionen }}
  • Role management{{cite web |url=https://www.heise.de/ix/meldung/Helpdesk-Software-Zammad-2-0-will-Enterprise-Ready-sein-3826450.html |website=heise.de |access-date=4 January 2021 |language=German|title=Helpdesk-Software Zammad 2.0 will "Enterprise Ready" sein |date=11 September 2017 }}
{{Version|o|2.1.0,2.0.1}}

|25 October 2017

|Minor and Feature release{{Cite web|url=https://zammad.com/en/releases/2-1|title=New Release | Zammad 2.1.0 & 2.0.1 (Major and Patch Level)|website=zammad.com|date=27 October 2017 }}

  • Reporting Function
  • check_mk Integration
{{Version|o|2.2.0, 2.1.1}}

|6 December 2017

|Minor and Feature release{{Cite web|url=https://zammad.com/en/releases/2-2|title=New Release | Zammad 2.2.0 & 2.1.1 (Major and Patch Level)|website=zammad.com|date=6 December 2017 }}

  • i-doit Integration as CMDB
  • Emails can be forwarded incl. attachments
{{Version|o|2.3.0, 2.2.1, 2.1.2}}

|31 January 2018

|Minor and Feature release{{Cite web|url=https://zammad.com/en/releases/2-3|title=Release | Zammad 2.3.0 & 2.2.1 & 2.1.2 (Major and Patch Level)|website=zammad.com|date=30 January 2018 }}

  • Chat Integration was improved
{{Version|o|2.4.0, 2.3.1, 2.2.2}}

|29 March 2018

|Feature release{{Cite web|url=https://zammad.com/en/releases/2-4|title=Release | Zammad 2.4.0 & 2.3.1 & 2.2.2 (Major and Patch Level)|website=zammad.com|date=29 March 2018 }}

  • Auto-completion for email addresses
  • REST API
  • Breaking Change: Changes in the authorization management
{{Version|o|2.5.0, 2.4.1}}

|6 June 2018

|Feature release{{Cite web|url=https://zammad.com/en/releases/2-5|title=Release | Zammad 2.5.0 & 2.4.1 (Major and Patch Level)|website=zammad.com|date=6 June 2018 }}

  • Automation of ticket assignment
  • CSV Import
{{Version|o|2.6.0, 2.5.1}}

|10 August 2018

|Minor, Feature and Bugfix release{{Cite web|url=https://zammad.com/en/releases/2-6|title=Release | Zammad 2.6.0 & 2.5.1 (Major and Patch Level)|website=zammad.com|date=10 August 2018 }}

  • CTI Integration
  • better filter function for emails
  • improved search function in the REST-API
{{Version|o|2.7.0, 2.6.1}}

|25 October 2018

|Minor and Bugfix release{{Cite web|url=https://zammad.com/en/releases/2-7|title=Release | Zammad 2.7.0 & 2.6.1 (Major and Patch Level)|website=zammad.com|date=25 October 2018 }}

  • SMS Integration
  • Print layout
  • Changes to the date format
{{Version|o|2.8.0, 2.7.1}}

|3 December 2018

|Minor and Bugfix release{{Cite web|url=https://zammad.com/en/releases/2-8|title=Release | Zammad 2.8.0 & 2.7.1 (Major and Patch Level)|website=zammad.com|date=3 December 2018 }}

  • Integration of Placetel as CTI interface
  • Twitter API
{{Version|o|2.9.0, 2.8.1, 2.7.2}}

|14 February 2019

|Minor and Bugfix release{{Cite web|url=https://zammad.com/en/releases/2-9|title=New Release | Zammad 2.9.0 (minor), 2.8.1 & 2.7.2 (patch)|website=zammad.com|date=14 February 2019 }}

  • Attachment preview realized
  • Timestamp over time zones improved
{{Version|o|3.0}}

|6 June 2019

|Major release{{Cite web|url=https://zammad.com/en/releases/3-0|title=New Release | Zammad 3.0 (major)|website=zammad.com|date=6 June 2019 }}

  • more languages added
  • external authentication sources (Microsoft account, Azure AD, or OAuth2)
  • Zammad Knowledge Base{{cite journal |url=https://www.heise.de/select/ix/2019/9/1917714130490439203 |journal=Ix |access-date=4 January 2021 |language=German|title=Open-Source-Ticketsystem Zammad 3 bringt Wissensdatenbank |date=28 August 2019 |volume=2019 |issue=9 |pages=72–73 |last1=Schürmann |first1=Tim }}
{{Version|o|3.1.0, 3.0.1}}

|11 July 2019

|Minor and Bugfix release{{Cite web|url=https://zammad.com/en/releases/3-1|title=Release | Zammad 3.1.0 (minor) and 3.0.1 (patch)|website=zammad.com|date=11 July 2019 }}

  • additional CTI providers integrated
  • realized text modules for groups
{{Version|o|3.2.0, 3.1.1}}

|3 December 2019

|Minor and Bugfix release{{Cite web|url=https://zammad.com/en/releases/3-2|title=New Release | Zammad 3.2.0 (minor) & 3.1.1 (patch)|website=zammad.com|date=3 December 2019 }}

  • SAML authentication
  • Chat module was extended
{{Version|o|3.3.0, 3.2.1}}

|3 March 2020

|Minor and Bugfix release{{Cite web|url=https://zammad.com/en/releases/3-3|title=New Release | Zammad 3.3.0 (minor) and 3.2.1 (patch)|website=zammad.com|date=3 March 2020 }}

  • Security updates
  • Automation improved: with Triggers and depending on the calendar
{{Version|o|3.4.0, 3.3.1}}

|15 June 2020

|Minor and Bugfix release{{Cite web|url=https://zammad.com/en/releases/3-4|title=Release 3.4.0 (minor) & 3.3.1 (patch) | Zammad|website=zammad.com|date=15 June 2020 }}

  • S/MIME Integration
  • Google OAuth Integration{{cite web |title=A Guide to 5 Fair Selections of Open Source Ticketing Tools for Linux |url=https://www.linuxjournal.com/content/guide-5-fair-selections-open-source-ticketing-tools-linux |publisher=Linux Journal |access-date=28 March 2022}}
  • Zammad + ServiceNow Integration improved
{{Version|o|3.5.0, 3.4.1}}

|21 September 2020

|Minor and Bugfix release{{Cite web|url=https://zammad.com/en/releases/3-5|title=Release Notes | Zammad 3.5|website=zammad.com|date=21 September 2020 }}

  • Easier process to delete a user (for better privacy)
  • Agents can now also be customers (and vice versa)
{{Version|o|3.6.0, 3.5.1}}

|16 November 2020

|Minor, Security and Bugfix release{{Cite web|url=https://zammad.com/en/releases/3-6|title=New Release - Zammad 3.6.0|website=zammad.com|date=16 November 2020 }}

  • Webhooks
  • Mailbox Archive
{{Version|o|4.0}}

|25. March 2021

|Major release{{Cite web|url=https://zammad.com/en/releases/4-0|title=Major Release: Zammad 4.0|website=zammad.com|date=25 March 2021 }}

{{Version|o|4.1}}

|8. June 2021

|Minor release{{Cite web|url=https://zammad.com/en/releases/4-1|title=New Release: Zammad 4.1|website=zammad.com|date=8 June 2021 }}

  • session Timeout
  • Freshdesk import possibility
{{Version|o|5.0}}

|5. October 2021

|Major release {{Cite web|url=https://zammad.com/en/releases/5-0|title=Major Release: Zammad 5.0|website=zammad.com|date=5 October 2021 }}

  • Integration MessageBird
  • Core Workflows-Function
  • Integration with Jira
  • better User Experience
{{Version|o|5.0.1}}

|8. October 2021

|Minor release{{Cite web|url=https://zammad.com/en/releases/5-0-1|title=Security Release | Zammad 5.0.1|website=zammad.com|date=8 October 2021 }}

  • only security update
{{Version|o|5.0.2}}

|28. October 2021

|Minor release{{Cite web|url=https://zammad.com/en/releases/5-0-2|title=Security Release | Zammad 5.0.2|website=zammad.com|date=28 October 2021 }}

  • only security update
{{Version|o|5.0.3}}

|7. December 2021

|Minor release{{Cite web|url=https://zammad.com/en/releases/5-0-3|title=Security Release | Zammad 5.0.3|website=zammad.com|date=7 December 2021 }}

  • only security update
{{Version|c|5.1.0}}

|14. March 2022

|Minor release{{Cite web|url=https://zammad.com/en/releases/5-1|title=New Release: Zammad 5.1|website=zammad.com|date=14 March 2022 }}

  • 12h time format possible
  • breaking Changes

Awards

  • Bronze OSBAR (Open Source Business Award 2016), on 7 December 2016, awarded by the Open Source Business Alliance{{Cite web |date=2016-12-09 |title=OSBAR 2016 – unsere Stars! |url=https://osb-alliance.de/publikationen/bloggast/osbar-2016-unsere-stars |access-date=2022-06-13 |website=OSBA – Open Source Business Alliance |language=de-DE}}
  • 1st place in the Thomas Krenn Award 2017, on 12 March 2017{{cite web |url=https://www.thomas-krenn.com/de/tkmag/allgemein/zammad-home-assistant-und-freifunk-das-sind-die-gewinner-des-thomas-krenn-awards-2017/ |website=thomas-krenn.com |access-date=4 January 2021 |language=German|title=Thomas-Krenn-Award 2017: Zammad, Home Assistant und Freifunk |date=12 March 2017 }}
  • 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 {{cite web |url=https://awards.dinacon.ch/en/winners-2019/ |website=DINAcon Awards |access-date=4 January 2021|title=Winners 2019 > DINAcon Awards }}

References

External links

  • [http://www.zammad.com Official Website]
  • [https://zammad-foundation.org/ Zammad Foundation]
  • [https://zammad.org/ Zammad Community]
  • {{GitHub|zammad/zammad}}

Category:Customer relationship management

Category:Free email software

Category:Free software programmed in Ruby