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The bottom line
A flexible help desk for teams ready to pay; check the caps and record-editing rules first.
Zammad brings customer service, IT support, and internal requests into one help desk, with ticket workflows, a REST API, knowledge base, AI assistance, and self-hosting. The pricing page lists hosted plans from €7 per agent/month with annual billing (€9 month-to-month), excluding VAT. There’s no free plan; a 30-day trial is listed, and AI features cost €0.03 per call.
The entry Starter plan caps teams at five agents, while Professional caps them at 35; Plus allows unlimited agents. A Reddit thread reports that tickets and notes cannot be edited or deleted, though commenters disagree about whether that is a problem. Other users describe Zammad as too basic for medium-enterprise automation, while some say they have used it for years and added features as their teams grew.
Good fit if
- Teams combining service and IT requests
- Small teams wanting self-hosting
- Teams needing a knowledge base and automation
Skip it if
- Teams that require a free plan
- Teams needing generous attachment limits
- Teams requiring editable ticket records
ScoresHow it rates
What works
- Covers customer service, IT support, and internal requests
- Starter annual pricing begins at €7 per agent/month
- Self-hosting options are available
- REST API connects other programs
- AI assistance is available for €0.03 per call
What doesn't
- No free plan is listed
- Starter caps teams at five agents
- Professional caps teams at 35 agents
- Hosted attachment limits range from 10 MB to 50 MB
- A Reddit user reports tickets and notes cannot be edited or deleted
01What Zammad actually does
Zammad brings customer-service, IT-support, and internal-operations requests into one help desk. Agents can assign tickets, set priorities, add internal notes, and manage requests in one place. Templates, bulk actions, and automation are intended to cut down on repetitive work. The product also offers a REST API for connecting other programs, a knowledge base for agents and customers, and AI features for summarizing tickets, refining replies, and routine ticket work.
You can use Zammad as a hosted service or install it on your own servers. That choice changes the pricing model: hosted plans are priced per agent, while self-hosted plans are annual support packages. The pricing page lists a 30-day free trial, but no free plan. Optional AI features cost €0.03 per call, so teams using them regularly should account for that extra charge.
02Where Zammad is strong
Zammad’s appeal is breadth: it can handle support channels, ticket workflows, and integrations without being limited to email-only intake. The pricing page lists email, web forms, and SMS on Starter; Professional adds chat and Telegram; Plus adds Facebook and WhatsApp. SLAs and a monolingual knowledge base are listed on Professional, while Plus includes phone support. The API and automation features give teams room to connect other systems and build workflows around their ticket process.
There are also several ways to match the plan to team size. Hosted Starter is capped at five agents, Professional at 35, and Plus has unlimited agents. Annual billing is listed at €7, €16, and €25 per agent per month, respectively; month-to-month prices are €9, €18, and €27. All listed prices exclude VAT.
Reddit feedback is mixed on complexity. In one German-language thread, a long-term user said their team had used Zammad for years with only core features, then adopted custom fields and integrations as it grew. That suggests teams can start with basic ticket handling and add process depth later.
03Where it falls short
The caps are worth checking before you move a team over. Starter allows five agents, 10 MB attachments, and 20 GB of disk space. Professional raises those limits to 35 agents, 35 MB, and 50 GB. Plus removes the agent cap, but its listed limits are 50 MB attachments and 150 GB of disk space. The hosted plans also differ by channel, so the cheapest tier does not include chat or Telegram.
Self-hosting is not a free support option in the listed pricing. Business costs €2,999 per year and includes 15 service requests with a maximum six-hour response time. Enterprise is €5,999 annually, with 45 requests and a four-hour maximum; Corporation is €9,999, with 95 requests and a two-hour maximum. Each package has specified weekday service hours.
One Reddit user who trialed Zammad reported they could not edit or delete tickets or notes, describing it as by design. That is a user report, not a detail confirmed in the published product information, but it is important to verify against your record-keeping needs before switching.
04Zammad pricing: what you'll actually pay
Zammad has no free plan, but the pricing page lists a 30-day free trial. Hosted plans are priced per agent per month: Starter v2 costs €9 monthly or €7 with annual billing, capped at 5 agents; Professional v2 is €18 or €16 annually, capped at 35; Plus v2 is €27 or €25 annually, with unlimited agents. The biggest hosted jump is from Professional to Plus: €9 more per agent monthly, or €9 more on annual billing. That gets you unlimited agents and more channels, including Facebook and WhatsApp.
Self-hosted support plans are billed annually: Business is €2,999 a year, Enterprise €5,999, and Corporation €9,999. Their monthly equivalents are €249.92, €499.92, and €833.25. Those are support plans, with different service-request caps and response times—not hosted per-agent rates. All listed prices exclude VAT. Optional AI features cost €0.03 per call, so estimate usage before adding them.
05Switching to (or from) Zammad
The published material does not say how Zammad imports tickets from another help desk, what migration assistance costs, or which export formats are available. It does list a REST API for connecting programs and accessing real-time information on channels and operations, but that is not confirmation of a complete ticket export or migration path. Before switching, ask Zammad to demonstrate how your team can move tickets, attachments, users, and knowledge-base content in and out, and confirm what happens to those records if you leave.
There is one specific fit concern: our review flags editable ticket records as a potential deal-breaker, though the published material does not explain which records or fields are affected. Check that workflow before migrating. We also can’t responsibly summarize why Reddit users leave: no Reddit posts or comments were included in the published material. If self-hosting matters, compare that option with hosted plans before committing; the listed self-hosted plans are annual support packages.
From the threadsWhat users say
Reddit feedback is split: some teams describe Zammad as easy to use and say they have added features as they grew, while another sysadmin calls its automation basic and says it stopped scaling for a medium enterprise. A notable complaint is that notes or tickets reportedly cannot be edited or deleted; some commenters argue that preserving ticket history is important.
Jetzt, wo wir ein klein wenig größer werden, fangen wir auch an, hier und da ein paar weitere Dinge wie custom Datenbankfelder oder Integrationen sinnoll einzusetzen
It works for smaller companies, but as a 'medium enterprise' it doesn't scale anymore
I've trialed Zammad and I cannot believe you are unable to edit or delete notes or tickets
Questions people ask
What is Zammad?
Zammad is a help desk for customer service, IT support, and internal operations. Teams can manage tickets, automate repetitive work, connect tools through a REST API, and use a knowledge base. The product offers SaaS hosting or self-hosting. Its listed AI features can summarize tickets, refine replies, and automate routine ticket work.
How much does Zammad cost?
According to the pricing information checked on 2026-11-07, hosted plans start at €7 per agent monthly when billed annually, or €9 monthly. The listed hosted plans run from Starter v2 to Plus v2. Self-hosted support plans start at €2,999 per year. Listed prices exclude VAT; there is a 30-day free trial but no free plan.
What are the hosted plan limits?
Starter v2 costs €7 per agent monthly with annual billing and caps at 5 agents; it includes email, web form, and SMS. Professional v2 costs €16 per agent monthly annually and caps at 35 agents. Plus v2 costs €25 per agent monthly annually, allows unlimited agents, and adds channels including Facebook and WhatsApp. Prices exclude VAT.
Can I self-host Zammad, and what does support cost?
Yes. Zammad says teams can install it in their own IT environment and run it on their servers. The listed self-hosted support plans are Business at €2,999 per year, Enterprise at €5,999 per year, and Corporation at €9,999 per year. Each has different service hours, request allowances, and response-time limits; prices exclude VAT.
Can agents edit or delete ticket notes?
One Reddit thread reports that a trial user could not edit or delete notes or tickets and says the restriction was by design. Other commenters argue that keeping ticket history unchanged is useful, while another says internal notes sometimes need correction. The published product information does not confirm the current editing rules, so verify this requirement before switching.