Zammad

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Zammad

Logo-zammad.svg
Basic data

Maintainer Zammad team
developer Zammad Foundation
Publishing year 2016
Current  version 3.4.0
( June 15, 2020 )
operating system Ubuntu, Debian, CentOS, Docker
programming language Ruby ( Ruby on Rails ), JavaScript
category Help desk trouble ticket system
License AGPLv3
German speaking Yes
Zammad Professional Services , Zammad Community , Zammad Foundation
Zammad dashboard
Zammad ticket processing with shortcuts

Zammad is a free help desk or issue tracking system . It offers the connection of various channels such as e-mail , chat , telephone , Twitter or Facebook . Zammad is developed in the programming language Ruby and JavaScript . The name Zammad should come from Bavarian and mean "together".

General

Zammad was founded by Martin Edenhofer, he used to develop OTRS .

The project asks for active participation in the development. The source code is open source according to the GNU AFFERO General Public License (GNU AGPLv3) license and available via git. For this purpose, a Zammad Foundation was set up to ensure the freedom of software. The Zammad Foundation's role models are the WordPress, Free Software and Mozilla Foundation.

user interface

The user interface is modern and attractive. It has been redesigned from the ground up and can be used without any training, even by occasional users. Technologically, the user interface is implemented as a WebApp 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 ). 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 / website). The surface design was developed with Zeughaus Design GmbH.

Backend

The backend is implemented 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 . Nginx or Apache can be used as a web server or reverse proxy .

history

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

version publication Most important changes
Older version; no longer supported: 1.0.0 10/14/2016

Swell:

  • First version
Older version; no longer supported: 1.1.0 11/14/2016

Source:

Older version; no longer supported: 1.1.1 12/14/2016 Bug fix release
Older version; no longer supported: 1.2.0, 1.1.2, 1.0.3 January 16, 2017 Feature and bug fix release
Older version; no longer supported: 1.3.0, 1.2.1, 1.1.3, 1.0.4 02/15/2017 Feature, security and bug fix release
Older version; no longer supported: 1.4.0, 1.3.1, 1.2.2, 1.1.4 March 16, 2017 Feature and bug fix release
Older version; no longer supported: 1.5.0, 1.4.1, 1.3.2, 1.2.3 04/21/2017 Feature and bug fix release
Older version; no longer supported: 2.0.0, 1.5.1 09/11/2017 Major release and maintenance
  • LDAP integration
  • Absence management assistant
  • Exchange integration
  • Role management
Older version; no longer supported: 2.1.0,2.0.1 10/25/2017 Minor and feature release
  • Reporting function
  • check_mk integration
Older version; no longer supported: 2.2.0, 2.1.1 06.12.2017 Minor and feature release
  • i-doit integration as CMDB
  • Emails including attachments can be forwarded
Older version; no longer supported: 2.3.0, 2.2.1, 2.1.2 January 31, 2018 Minor and feature release
  • Chat integration has been improved
Older version; no longer supported: 2.4.0, 2.3.1, 2.2.2 March 29, 2018 Feature release
  • Auto-complete for email addresses
  • REST API
  • Breaking Change: Changes in authorization management
Older version; no longer supported: 2.5.0, 2.4.1 06/06/2018 Feature release
  • Automation of ticket assignment
  • CSV import
Older version; no longer supported: 2.6.0, 2.5.1 08/10/2018 Minor, feature and bug fix release
  • CTI integration
  • better filter function for emails
  • improved search function in the REST API
Older version; no longer supported: 2.7.0, 2.6.1 10/25/2018 Minor and bug fix release
  • SMS integration
  • Print layout
  • Date format adjustments
Older version; no longer supported: 2.8.0, 2.7.1 03.12.2018 Minor and bug fix release
  • Integration of Placatel as a CTi interface
  • Twitter API
Older version; no longer supported: 2.9.0, 2.8.1, 2.7.2 02/14/2019 Minor and bug fix release
  • Attachment preview realized
  • Improved timestamp across time zones
Older version; no longer supported: 3.0 06/06/2019 Major release
  • additional languages ​​have been added
  • external authentication sources (Microsoft account, Azure AD or OAuth2 )
Older version; no longer supported: 3.1.0, 3.0.1 07/11/2019 Minor and bug fix release
  • further CTI provider integrated
  • Text modules implemented for groups
Older version; no longer supported: 3.2.0, 3.1.1 December 03, 2019 Minor and bug fix release
  • SAML authentication
  • Chat module has been expanded
Older version; no longer supported: 3.3.0, 3.2.1 03/03/2020 Minor and bug fix release
  • Security updates
  • Automation improved: with triggers and depending on the calendar
Current version: 3.4.0, 3.3.1 June 15, 2020 Minor and bug fix release
  • Google OAuth integration
  • Zammad + ServiceNow improved integration

Awards

  • bronze OSBAR (Open Source Business Award 2016), on December 7th, 2016
  • 1st place in the Thomas Krenn Award 2017, on March 12, 2017
  • Dinacon Award in the Category 1: Best Open Source Project, on 18 October 2019 by Zammad the same time for the Digital Economy Award nominated

Web links

Commons : Zammad  - collection of images, videos and audio files

Individual evidence

  1. ↑ Core Team
  2. ↑ zammad.com . (accessed on July 3, 2020).
  3. ↑ Console - Zammad documentation. Retrieved October 18, 2019 .
  4. ↑ OTRS founder Martin Edenhofer starts with Zammad open source alternative. Retrieved October 18, 2019 .
  5. ↑ Zammad Community | Be part of it! Retrieved October 18, 2019 .
  6. ↑ a b c Zammad is a web based open source helpdesk / customer support system: zammad / zammad. Zammad, October 17, 2019, accessed October 18, 2019 .
  7. ↑ Zammad - Zammad documentation. Retrieved October 18, 2019 .
  8. ↑ heise online: Helpdesk software: Zammad, the open source alternative to Zendesk. Retrieved October 18, 2019 .
  9. ↑ Zammad Foundation. Retrieved October 18, 2019 .
  10. ↑ And the customer animal greets you every day. In: Zeughaus Design. Retrieved January 13, 2020 (German).
  11. ↑ Set up Elasticsearch - Zammad documentation. Retrieved October 18, 2019 .
  12. ↑ a b Software - Zammad documentation. Retrieved October 18, 2019 .
  13. ↑ Ulrich Bantle: Zammad: Free alternative to Zendesk and Co. In: Linux magazine. October 20, 2016, accessed on October 20, 2019 (German).
  14. ↑ Zammad: OTRS founder starts free Zendesk alternative - Golem.de. Retrieved October 18, 2019 (German).
  15. ↑ Peter Marwan: Helpdesk and ticketing systems: Zammad open source alternative now available. October 25, 2016, accessed on October 18, 2019 (German).
  16. ↑ Zammad ticket system version 1.1 published. Retrieved October 18, 2019 .
  17. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 1.2.0, 1.1.2 & 1.0.3 (Feature & Patch Level). Retrieved October 18, 2019 .
  18. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 1.3.0, 1.2.1, 1.1.3 & 1.0.4 (Feature & Security / Patch Level). Retrieved October 18, 2019 .
  19. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 1.4.0, 1.3.1, 1.2.2, 1.1.4 (Maintenance & Patch Level). Retrieved October 18, 2019 .
  20. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 1.5.0, 1.4.1, 1.3.2, 1.2.3 (maintenance and patch level). Retrieved October 18, 2019 .
  21. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.0.0 & 1.5.1 (major and patchlevel). Retrieved October 18, 2019 .
  22. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.1.0 & 2.0.1 (major and patchlevel). Retrieved October 18, 2019 .
  23. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.2.0 & 2.1.1 (major and patchlevel). Retrieved October 18, 2019 .
  24. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.3.0 & 2.2.1 & 2.1.2 (major and patchlevel). Retrieved October 18, 2019 .
  25. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.4.0 & 2.3.1 & 2.2.2 (major & patchlevel). Retrieved October 18, 2019 .
  26. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.5.0 & 2.4.1 (major & patchlevel). Retrieved October 18, 2019 .
  27. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.6.0 & 2.5.1 (major & patchlevel). Retrieved October 18, 2019 .
  28. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.7.0 & 2.6.1 (major & patchlevel). Retrieved October 18, 2019 .
  29. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.8.0 & 2.7.1 (major & patchlevel). Retrieved October 18, 2019 .
  30. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 2.9.0 (minor), 2.8.1 & 2.7.2 (patch). Retrieved October 18, 2019 .
  31. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 3.0 (major). Retrieved October 18, 2019 .
  32. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 3.1.0 (minor) & 3.0.1 (patch). Retrieved October 18, 2019 .
  33. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 3.2.0 (minor) & 3.1.1 (patch). Retrieved December 22, 2019 .
  34. ↑ Zammad - Helpdesk & Support Software | Release: Zammad 3.3.0 (minor) & 3.2.1 (patch). Retrieved March 7, 2019 .
  35. ↑ Zammad - Helpdesk & Support Software | Zammad 3.4.0 (minor) & 3.3.1 (patch). Retrieved July 3, 2020 .
  36. ↑ OSB Alliance: OSBAR 2016 - our stars! In: OSBA - Open Source Business Alliance. Retrieved on October 20, 2019 (German).
  37. ↑ Thomas-Krenn.AG: Thomas-Krenn-Award 2017: Zammad, Home Assistant and Freifunk. March 12, 2017, accessed December 31, 2019 (German).
  38. ↑ These are the winners of the Dinacon Awards. Accessed December 31, 2019 .
  39. ↑ Highest Digital Quality. Accessed December 31, 2019 .