Zammad consultants

Q: What does Zammad actually do?

Zammad is an open-source helpdesk and ticketing system that centralises customer support across email, phone, chat, Twitter, and Facebook into a single interface. Every customer interaction becomes a trackable ticket with full conversation history, so support agents never lose context when switching between channels.

Q: How does Zammad integrate with our existing business tools?

Zammad offers a comprehensive REST API, webhooks, and native connectors for tools like Slack, LDAP directories, and Exchange/Office 365. Through n8n, you can connect Zammad tickets to your CRM, project management tools, or internal databases — automatically creating follow-up tasks, syncing customer records, or escalating issues based on custom rules.

Q: Who uses Zammad and what problems does it solve?

Mid-sized organisations and teams that want full control over their support infrastructure use Zammad, particularly those in regulated industries where data sovereignty matters. It solves the problem of scattered support conversations by pulling every channel into one place, and because it is self-hosted, your customer data stays on your own servers.

Q: What do we need to self-host Zammad?

Zammad runs on Linux with Ruby, Elasticsearch, and a PostgreSQL or MySQL database. You can deploy it via Docker, packages, or from source. The Elasticsearch component handles full-text search across tickets, and you will want to allocate enough memory for it — typically 2-4 GB for small to mid-sized teams.

Q: How does Zammad compare to paid helpdesk platforms like Zendesk?

Zammad gives you similar multi-channel ticketing and reporting without per-agent licensing fees, which makes it significantly cheaper at scale. The trade-off is that you manage your own hosting and updates. For teams with internal IT capacity or a hosting partner, the total cost of ownership is usually well below commercial alternatives.

Q: How does Osher help organisations get Zammad running effectively?

We handle the full setup — from server provisioning and Zammad deployment to connecting it with your other systems through system integrations. Our business automation team builds n8n workflows that route tickets, trigger escalations, and sync support data with your CRM so your agents spend time helping customers instead of copying data between tools.

We can help you automate your business with Zammad and hundreds of other systems to improve efficiency and productivity. Get in touch if you’d like to discuss implementing Zammad.

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About Zammad

Zammad is an open-source helpdesk and ticketing system used by support teams to manage customer enquiries across email, phone, chat, and social media from a single interface. It tracks ticket status, assigns agents, and maintains a full conversation history — making it a solid choice for businesses that want control over their support infrastructure without vendor lock-in.

Integrating Zammad with n8n opens up powerful automation possibilities for support operations. You can automatically create tickets from external sources (web forms, chatbots, monitoring alerts), route tickets to the right team based on content or priority, and sync ticket data with your CRM or project management tools.

Practical use cases include escalating high-priority tickets to PagerDuty, syncing resolved tickets to a knowledge base, and sending satisfaction surveys after ticket closure. For teams handling repetitive support requests, n8n can auto-respond to common questions or enrich tickets with customer data from external systems before an agent even sees them.

Australian businesses running self-hosted support platforms often pair Zammad with n8n to reduce ticket handling time and improve first-response rates. Our system integration team at Osher has connected helpdesk platforms to CRMs, billing systems, and notification channels for clients across multiple industries. If your support team is spending too much time on manual ticket triage, our business automation services can help you build workflows that handle the repetitive work. Talk to our AI consulting team about what is possible with your current setup.

Zammad FAQs

Frequently Asked Questions

Common questions about how Zammad consultants can help with integration and implementation

What does Zammad actually do?

How does Zammad integrate with our existing business tools?

Who uses Zammad and what problems does it solve?

What do we need to self-host Zammad?

How does Zammad compare to paid helpdesk platforms like Zendesk?

How does Osher help organisations get Zammad running effectively?

How it works

We work hand-in-hand with you to implement Zammad

As Zammad consultants we work with you hand in hand build more efficient and effective operations. Here’s how we will work with you to automate your business and integrate Zammad with integrate and automate 800+ tools.

Step 1

Process Audit

We review your current support channels — email inboxes, chat tools, phone systems — and map how tickets are created, assigned, and resolved today. This audit identifies where conversations get lost between channels, where manual handoffs slow things down, and what data needs to flow between Zammad and your other systems.

Step 2

Identify Automation Opportunities

Based on the audit, we identify where Zammad’s triggers, macros, and automation features can eliminate repetitive work. Common opportunities include auto-routing tickets by subject or sender domain, escalating SLA-breaching tickets, and sending automated status updates to customers when their ticket progresses.

Step 3

Design Workflows

We design n8n workflows that extend Zammad’s built-in automation using its REST API and webhook notifications. These workflows handle cross-system tasks like creating CRM follow-ups from resolved tickets, posting urgent ticket alerts to Slack channels, or syncing customer satisfaction scores to your reporting dashboard.

Step 4

Implementation

We deploy and configure Zammad on your infrastructure — setting up email channels, chat widgets, user roles, SLA policies, and ticket queues. Then we build and connect the n8n automation workflows, configure LDAP or SSO authentication, and import any existing ticket history from your previous support system.

Step 5

Quality Assurance Review

We test every support channel to confirm tickets are created and routed correctly, verify SLA timers trigger at the right thresholds, and check that automation workflows fire as expected. We also validate Elasticsearch indexing to ensure full-text search works reliably across your ticket archive.

Step 6

Support and Maintenance

After go-live, we monitor Zammad’s performance, manage version upgrades, and maintain the Elasticsearch cluster. When your support needs change — new channels, updated routing rules, additional integrations — we adjust the configuration and n8n workflows to match.

Transform your business with Zammad

Unlock hidden efficiencies, reduce errors, and position your business for scalable growth. Contact us to arrange a no-obligation Zammad consultation.

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