# Zammad

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".

## General

Zammad was founded by Martin Edenhofer, who was formerly involved in the development of OTRS.
The project asks for active participation in the development. The source code is free software according to the AGPL-3.0-only license and available via git. For this purpose, the Zammad Foundation 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. 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), 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.
In version 3.0 Zammad was extended by a knowledge base.

## 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.
MySQL, MariaDB, or PostgreSQL are supported as database servers up to Zammad version 6. Zammad version 7 and above will be PostgreSQL only. 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.
| Version | Published | Significant changes |
| Old version, no longer maintained: 1.0.0 | 14 October 2016 | Sources: First Version |
| Old version, no longer maintained: 1.1.0 | 14 November 2016 | Source: Release of REST API v1 Ruby API Lib https://github.com/zammad/zammad-api-client-ruby PHP API Lib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 |
| Old version, no longer maintained: 1.1.1 | 14 December 2016 | Bugfix release |
| Old version, no longer maintained: 1.2.0, 1.1.2, 1.0.3 | 16 January 2017 | Feature and Bugfix release |
| Old version, no longer maintained: 1.3.0, 1.2.1, 1.1.3, 1.0.4 | 15 February 2017 | Feature, Security, and Bugfix release |
| Old version, no longer maintained: 1.4.0, 1.3.1, 1.2.2, 1.1.4 | 16 March 2017 | Feature and Bugfix release |
| Old version, no longer maintained: 1.5.0, 1.4.1, 1.3.2, 1.2.3 | 21 April 2017 | Feature and Bugfix release |
| Old version, no longer maintained: 2.0.0, 1.5.1 | 11 September 2017 | Major Release and Maintenance LDAP Integration Absence management assistant Exchange integration Role management |
| Old version, no longer maintained: 2.1.0,2.0.1 | 25 October 2017 | Minor and Feature release Reporting Function check_mk Integration |
| Old version, no longer maintained: 2.2.0, 2.1.1 | 6 December 2017 | Minor and Feature release i-doit Integration as CMDB Emails can be forwarded incl. attachments |
| Old version, no longer maintained: 2.3.0, 2.2.1, 2.1.2 | 31 January 2018 | Minor and Feature release Chat Integration was improved |
| Old version, no longer maintained: 2.4.0, 2.3.1, 2.2.2 | 29 March 2018 | Feature release Auto-completion for email addresses REST API Breaking Change: Changes in the authorization management |
| Old version, no longer maintained: 2.5.0, 2.4.1 | 6 June 2018 | Feature release Automation of ticket assignment CSV Import |
| Old version, no longer maintained: 2.6.0, 2.5.1 | 10 August 2018 | Minor, Feature and Bugfix release CTI Integration better filter function for emails improved search function in the REST-API |
| Old version, no longer maintained: 2.7.0, 2.6.1 | 25 October 2018 | Minor and Bugfix release SMS Integration Print layout Changes to the date format |
| Old version, no longer maintained: 2.8.0, 2.7.1 | 3 December 2018 | Minor and Bugfix release Integration of Placetel as CTI interface Twitter API |
| Old version, no longer maintained: 2.9.0, 2.8.1, 2.7.2 | 14 February 2019 | Minor and Bugfix release Attachment preview realized Timestamp over time zones improved |
| Old version, no longer maintained: 3.0 | 6 June 2019 | Major release more languages added external authentication sources (Microsoft account, Azure AD, or OAuth2) Zammad Knowledge Base |
| Old version, no longer maintained: 3.1.0, 3.0.1 | 11 July 2019 | Minor and Bugfix release additional CTI providers integrated realized text modules for groups |
| Old version, no longer maintained: 3.2.0, 3.1.1 | 3 December 2019 | Minor and Bugfix release SAML authentication Chat module was extended |
| Old version, no longer maintained: 3.3.0, 3.2.1 | 3 March 2020 | Minor and Bugfix release Security updates Automation improved: with Triggers and depending on the calendar |
| Old version, no longer maintained: 3.4.0, 3.3.1 | 15 June 2020 | Minor and Bugfix release S/MIME Integration Google OAuth Integration Zammad + ServiceNow Integration improved |
| Old version, no longer maintained: 3.5.0, 3.4.1 | 21 September 2020 | Minor and Bugfix release Easier process to delete a user (for better privacy) Agents can now also be customers (and vice versa) |
| Old version, no longer maintained: 3.6.0, 3.5.1 | 16 November 2020 | Minor, Security and Bugfix release Webhooks Mailbox Archive |
| Old version, no longer maintained: 4.0 | 25. March 2021 | Major release integration of Grafana, Kibana, GitLab und GitHub better design at mobile devices |
| Old version, no longer maintained: 4.1 | 8. June 2021 | Minor release session Timeout Freshdesk import possibility |
| Old version, no longer maintained: 5.0 | 5. October 2021 | Major release Integration MessageBird Core Workflows-Function Integration with Jira better User Experience |
| Old version, no longer maintained: 5.0.1 | 8. October 2021 | Minor release only security update |
| Old version, no longer maintained: 5.0.2 | 28. October 2021 | Minor release only security update |
| Old version, no longer maintained: 5.0.3 | 7. December 2021 | Minor release only security update |
| Current stable version: 5.1.0 | 14. March 2022 | Minor release 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
* 1st place in the Thomas Krenn Award 2017, on 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