zammad

Zammad is a web-based help desk and customer support system. It consolidates tickets from email, chat, phone, and social media for efficient team-based support operations.

• Multi-channel ticket management integrating email, chat, phone, Twitter, and Facebook
• Full-text search powered by Elasticsearch for fast ticket and customer lookups
• Knowledge base for managing public and internal FAQ and help articles
• SLA management with response and resolution time targets and monitoring
• Macros and triggers for automating routine operations and condition-based actions
• Role-based permissions with flexible agent, manager, and customer access settings

Built with Ruby on Rails, Zammad supports Docker and package-based self-hosting. It is adopted by EU organizations as a Zendesk alternative, particularly where GDPR compliance is required.