Zammad

Last updated

Zammad
Original author(s) Zammad Foundation
Developer(s) Zammad Team [1]
Initial release2016
Stable release
6.2.0 [2]   OOjs UI icon edit-ltr-progressive.svg / 6 December 2023;2 months ago (6 December 2023)
Repository
Written in Ruby (Ruby on Rails), JavaScript
Operating system Ubuntu, Debian, CentOS, Docker
Platform GitHub
Available inEnglish (multilingual)
Type Helpdesk
License AGPL-3.0-only
Website https://www.zammad.com/

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". [3]

Contents

General

Zammad was founded by Martin Edenhofer, who was formerly involved in the development of OTRS. [4]

The project asks for active participation in the development. [5] The source code is free software according to the AGPL-3.0-only license [6] and available via git. [7] [8] For this purpose, the Zammad Foundation [9] 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. [9]

User Interface

The user interface is modern and attractive. [10] 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), [11] 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. [12]

In version 3.0 Zammad was extended by a knowledge base. [13]

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. [14]

MySQL, MariaDB, or PostgreSQL are supported as database servers up to Zammad version 6. Zammad version 7 and above will be PostgreSQL only. [15] Nginx or Apache can be used as a web server or reverse proxy. [15]

Version history

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

VersionPublishedSignificant changes
Old version, no longer maintained: 1.0.014 October 2016

Sources: [16] [17]

  • First Version
Old version, no longer maintained: 1.1.014 November 2016

Source: [18]

Old version, no longer maintained: 1.1.114 December 2016Bugfix release
Old version, no longer maintained: 1.2.0, 1.1.2, 1.0.316 January 2017Feature and Bugfix release [19]
Old version, no longer maintained: 1.3.0, 1.2.1, 1.1.3, 1.0.415 February 2017Feature, Security, and Bugfix release [20]
Old version, no longer maintained: 1.4.0, 1.3.1, 1.2.2, 1.1.416 March 2017Feature and Bugfix release [21]
Old version, no longer maintained: 1.5.0, 1.4.1, 1.3.2, 1.2.321 April 2017Feature and Bugfix release [22]
Old version, no longer maintained: 2.0.0, 1.5.111 September 2017Major Release and Maintenance [23]
  • LDAP Integration [24]
  • Absence management assistant
  • Exchange integration [25]
  • Role management [26]
Old version, no longer maintained: 2.1.0,2.0.125 October 2017Minor and Feature release [27]
Old version, no longer maintained: 2.2.0, 2.1.16 December 2017Minor and Feature release [28]
  • i-doit Integration as CMDB
  • Emails can be forwarded incl. attachments
Old version, no longer maintained: 2.3.0, 2.2.1, 2.1.231 January 2018Minor and Feature release [29]
  • Chat Integration was improved
Old version, no longer maintained: 2.4.0, 2.3.1, 2.2.229 March 2018Feature release [30]
  • Auto-completion for email addresses
  • REST API
  • Breaking Change: Changes in the authorization management
Old version, no longer maintained: 2.5.0, 2.4.16 June 2018Feature release [31]
  • Automation of ticket assignment
  • CSV Import
Old version, no longer maintained: 2.6.0, 2.5.110 August 2018Minor, Feature and Bugfix release [32]
  • CTI Integration
  • better filter function for emails
  • improved search function in the REST-API
Old version, no longer maintained: 2.7.0, 2.6.125 October 2018Minor and Bugfix release [33]
  • SMS Integration
  • Print layout
  • Changes to the date format
Old version, no longer maintained: 2.8.0, 2.7.13 December 2018Minor and Bugfix release [34]
  • Integration of Placetel as CTI interface
  • Twitter API
Old version, no longer maintained: 2.9.0, 2.8.1, 2.7.214 February 2019Minor and Bugfix release [35]
  • Attachment preview realized
  • Timestamp over time zones improved
Old version, no longer maintained: 3.06 June 2019Major release [36]
  • more languages added
  • external authentication sources (Microsoft account, Azure AD, or OAuth2)
  • Zammad Knowledge Base [37]
Old version, no longer maintained: 3.1.0, 3.0.111 July 2019Minor and Bugfix release [38]
  • additional CTI providers integrated
  • realized text modules for groups
Old version, no longer maintained: 3.2.0, 3.1.13 December 2019Minor and Bugfix release [39]
  • SAML authentication
  • Chat module was extended
Old version, no longer maintained: 3.3.0, 3.2.13 March 2020Minor and Bugfix release [40]
  • Security updates
  • Automation improved: with Triggers and depending on the calendar
Old version, no longer maintained: 3.4.0, 3.3.115 June 2020Minor and Bugfix release [41]
  • S/MIME Integration
  • Google OAuth Integration [42]
  • Zammad + ServiceNow Integration improved
Old version, no longer maintained: 3.5.0, 3.4.121 September 2020Minor and Bugfix release [43]
  • 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, 3.5.116 November 2020Minor, Security and Bugfix release [44]
  • Webhooks
  • Mailbox Archive
Old version, no longer maintained: 4.025. March 2021Major release [45]
Old version, no longer maintained: 4.18. June 2021Minor release [46]
  • session Timeout
  • Freshdesk import possibility
Old version, no longer maintained: 5.05. October 2021Major release [47]
  • Integration MessageBird
  • Core Workflows-Function
  • Integration with Jira
  • better User Experience
Old version, no longer maintained: 5.0.18. October 2021Minor release [48]
  • only security update
Old version, no longer maintained: 5.0.228. October 2021Minor release [49]
  • only security update
Old version, no longer maintained: 5.0.37. December 2021Minor release [50]
  • only security update
Current stable version:5.1.014. March 2022Minor release [51]
  • 12h time format possible
  • breaking Changes

Awards

Related Research Articles

<span class="mw-page-title-main">MySQL</span> SQL database engine software

MySQL is an open-source relational database management system (RDBMS). Its name is a combination of "My", the name of co-founder Michael Widenius's daughter My, and "SQL", the acronym for Structured Query Language. A relational database organizes data into one or more data tables in which data may be related to each other; these relations help structure the data. SQL is a language that programmers use to create, modify and extract data from the relational database, as well as control user access to the database. In addition to relational databases and SQL, an RDBMS like MySQL works with an operating system to implement a relational database in a computer's storage system, manages users, allows for network access and facilitates testing database integrity and creation of backups.

<span class="mw-page-title-main">PostgreSQL</span> Free and open-source object relational database management system

PostgreSQL, also known as Postgres, is a free and open-source relational database management system (RDBMS) emphasizing extensibility and SQL compliance. PostgreSQL features transactions with atomicity, consistency, isolation, durability (ACID) properties, automatically updatable views, materialized views, triggers, foreign keys, and stored procedures. It is supported on all major operating systems, including Linux, FreeBSD, OpenBSD, macOS, and Windows, and handles a range of workloads from single machines to data warehouses or web services with many concurrent users.

Oracle Database is a proprietary multi-model database management system produced and marketed by Oracle Corporation.

WordPress is a web content management system. It was originally created as a tool to publish blogs but has evolved to support publishing other web content, including more traditional websites, mailing lists and Internet forum, media galleries, membership sites, learning management systems and online stores. Available as free and open-source software, WordPress is among the most popular content management systems – it was used by 43.1% of the top 10 million websites as of December 2023.

<span class="mw-page-title-main">OTRS</span> Service management software

OTRS is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers. There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

<span class="mw-page-title-main">Free and open-source software</span> Software whose source code is available and which is permissively licensed

Free and open-source software (FOSS) is a term used to refer to groups of software consisting of both free software and open-source software, where anyone is freely licensed to use, copy, study, and change the software in any way, and the source code is publicly available so that people are encouraged to improve the design of the software. This is in contrast to proprietary software, where the software is under restrictive copyright or licensing and the source code is hidden from the users.

The following tables compare general and technical information between a number of notable IRC client programs which have been discussed in independent, reliable prior published sources.

<span class="mw-page-title-main">LAMP (software bundle)</span> Acronym for a common web hosting solution

LAMP is an acronym denoting one of the most common software stacks for the web's most popular applications. Its generic software stack model has largely interchangeable components.

<span class="mw-page-title-main">Apache Solr</span> Open-source enterprise-search platform

Solr is an open-source enterprise-search platform, written in Java. Its major features include full-text search, hit highlighting, faceted search, real-time indexing, dynamic clustering, database integration, NoSQL features and rich document handling. Providing distributed search and index replication, Solr is designed for scalability and fault tolerance. Solr is widely used for enterprise search and analytics use cases and has an active development community and regular releases.

<span class="mw-page-title-main">Apache Cassandra</span> Free and open-source database management system

Cassandra is a free and open-source, distributed, wide-column store, NoSQL database management system designed to handle large amounts of data across many commodity servers, providing high availability with no single point of failure. Cassandra offers support for clusters spanning multiple data centers, with asynchronous masterless replication allowing low latency operations for all clients. Cassandra was designed to implement a combination of Amazon's Dynamo distributed storage and replication techniques combined with Google's Bigtable data and storage engine model.

<span class="mw-page-title-main">GNU General Public License</span> Series of free software licenses

The GNU General Public License is a series of widely used free software licenses or copyleft that guarantee end users the four freedoms to run, study, share, and modify the software. The license was the first copyleft for general use and was originally written by Richard Stallman, the founder of the Free Software Foundation (FSF), for the GNU Project. The license grants the recipients of a computer program the rights of the Free Software Definition. These GPL series are all copyleft licenses, which means that any derivative work must be distributed under the same or equivalent license terms. It is more restrictive than the Lesser General Public License and even further distinct from the more widely used permissive software licenses BSD, MIT, and Apache.

<span class="mw-page-title-main">MariaDB</span> Database management system

MariaDB is a community-developed, commercially supported fork of the MySQL relational database management system (RDBMS), intended to remain free and open-source software under the GNU General Public License. Development is led by some of the original developers of MySQL, who forked it due to concerns over its acquisition by Oracle Corporation in 2009.

An unofficial patch is a patch for a piece of software, created by a third party such as a user community without the involvement of the original developer. Similar to an ordinary patch, it alleviates bugs or shortcomings. Unofficial patches do not usually change the intended usage of the software, in contrast to other third-party software adaptions such as mods or cracks.

<span class="mw-page-title-main">LibreOffice</span> Free and open-source office software suite

LibreOffice is a free and open-source office productivity software suite, a project of The Document Foundation (TDF). It was forked in 2010 from OpenOffice.org, an open-sourced version of the earlier StarOffice. The LibreOffice suite consists of programs for word processing, creating and editing spreadsheets, slideshows, diagrams, and drawings, working with databases, and composing mathematical formulae. It is available in 115 languages. TDF does not provide support for LibreOffice, but enterprise-focused editions are available from companies in the ecosystem.

<span class="mw-page-title-main">Apache OpenOffice</span> Free and open-source office software suite

Apache OpenOffice (AOO) is an open-source office productivity software suite. It is one of the successor projects of OpenOffice.org and the designated successor of IBM Lotus Symphony. It was a close cousin of LibreOffice, Collabora Online and NeoOffice in 2014. It contains a word processor (Writer), a spreadsheet (Calc), a presentation application (Impress), a drawing application (Draw), a formula editor (Math), and a database management application (Base).

<span class="mw-page-title-main">Apache Spark</span> Open-source data analytics cluster computing framework

Apache Spark is an open-source unified analytics engine for large-scale data processing. Spark provides an interface for programming clusters with implicit data parallelism and fault tolerance. Originally developed at the University of California, Berkeley's AMPLab, the Spark codebase was later donated to the Apache Software Foundation, which has maintained it since.

<span class="mw-page-title-main">Apache Flink</span> Framework and distributed processing engine

Apache Flink is an open-source, unified stream-processing and batch-processing framework developed by the Apache Software Foundation. The core of Apache Flink is a distributed streaming data-flow engine written in Java and Scala. Flink executes arbitrary dataflow programs in a data-parallel and pipelined manner. Flink's pipelined runtime system enables the execution of bulk/batch and stream processing programs. Furthermore, Flink's runtime supports the execution of iterative algorithms natively.

Metasfresh is an open-source, free ERP software designed and developed for SMEs. Metasfresh is an actively maintained fork of Adempiere and can be used and distributed freely. It does not require a contributor license agreement from partners or contributors. Metasfresh was included in the Top 9 Open Source ERPs to Consider by opensource.com.

<span class="mw-page-title-main">Home Assistant</span> Home automation software

Home Assistant is free and open-source software for home automation, designed to be an Internet of things (IoT) ecosystem-independent integration platform and central control system for smart home devices, with a focus on local control and privacy. It can be accessed through a web-based user interface, by using companion apps for Android and iOS, or by voice commands via a supported virtual assistant, such as Google Assistant or Amazon Alexa, and their own "Assist".

<span class="mw-page-title-main">Conversations (software)</span> Free software instant messaging client for the XMPP protocol

Conversations is a free software, instant messaging client application software for Android. It is largely based on recognized open standards such as the Extensible Messaging and Presence Protocol (XMPP) and Transport Layer Security (TLS).

References

  1. ↑ "Zammad Community | About Us". zammad.org.
  2. ↑ "Release 6.2.0". 6 December 2023. Retrieved 19 December 2023.
  3. ↑ "OTRS-Gründer Martin Edenhofer startet mit Zammad Open-Source-Alternative" (in German). 26 October 2016.
  4. ↑ "Zammad Console" . Retrieved 8 December 2020.
  5. ↑ "Zammad Community | Be part of it!". zammad.org.
  6. ↑ "Golem.de: IT-News für Profis". golem.de (in German). Retrieved 4 January 2021.
  7. ↑ "Welcome to Zammad". 14 April 2022 – via GitHub.
  8. ↑ "Zammad — Zammad documentation". docs.zammad.org.
  9. 1 2 "Zammad Foundation" . Retrieved 9 December 2020.
  10. ↑ "Helpdesk-Software: 4 Underdogs für weniger Stress im Service". t3n (in German). 17 June 2020. Retrieved 4 January 2021.
  11. ↑ Bantle, Ulrich; Brendel, Jens-Christoph; Kißling, Kristian & Kleinert, Jan (December 2018). "OTRS, Kix, Request Tracker, Zammad". Linux-magazin.de (in German). Retrieved 4 January 2021.
  12. ↑ "Und täglich grüßt das Kundentier". Zeughaus Design (in German).
  13. ↑ Greiner, Wilhelm. "Zammad 3.0 für die kostenlose lokale Installation oder als Cloud-Service erhältlich: Open-Source-Helpdesk mit neuer Knowledge Base" (in German).
  14. ↑ "Set up Elasticsearch — Zammad documentation". docs.zammad.org.
  15. 1 2 "Software — Zammad documentation". docs.zammad.org.
  16. ↑ "Zammad: OTRS-Gründer startet freie Zendesk-Alternative - Golem.de" (in German).
  17. ↑ Peter Marwan (25 October 2016). "Helpdesk- und Ticketing-Systeme: Open-Source-Alternative Zammad nun verfügbar" (in German).
  18. ↑ "Ticketsystem Zammad in Version 1.1 erschienen" (in German).
  19. ↑ "Release | Zammad 1.2.0, 1.1.2 & 1.0.3 (Feature & Patch Level)". zammad.com. 16 January 2017.
  20. ↑ "New Release | Zammad 1.3.0, 1.2.1, 1.1.3 & 1.0.4". zammad.com. 15 February 2017.
  21. ↑ "Release | Zammad 1.4.0, 1.3.1, 1.2.2, 1.1.4 (Maintenance & Patch Level)". zammad.com. 26 March 2017.
  22. ↑ "Release | Zammad 1.5.0, 1.4.1, 1.3.2, 1.2.3 (Maintenance & Patch Level)". zammad.com. 21 April 2017.
  23. ↑ "New Release | Zammad 2.0.0 & 1.5.1 (Major and Patch Level)". zammad.com. 11 September 2017.
  24. ↑ "Open-Source-Helpdesk- und Ticketing-System Zammad 2.0 verfügbar - silicon.de". Silicon.de (in German). 11 September 2017. Retrieved 4 January 2021.
  25. ↑ "Neue Version umfasst unter anderem ein neues Rollen-Management: Zammad: Open-Source-Helpdesk-System erhält Enterprise-Funktionen". lanline.de (in German). Retrieved 4 January 2021.
  26. ↑ "Helpdesk-Software Zammad 2.0 will "Enterprise Ready" sein". heise.de (in German). 11 September 2017. Retrieved 4 January 2021.
  27. ↑ "New Release | Zammad 2.1.0 & 2.0.1 (Major and Patch Level)". zammad.com. 27 October 2017.
  28. ↑ "New Release | Zammad 2.2.0 & 2.1.1 (Major and Patch Level)". zammad.com. 6 December 2017.
  29. ↑ "Release | Zammad 2.3.0 & 2.2.1 & 2.1.2 (Major and Patch Level)". zammad.com. 30 January 2018.
  30. ↑ "Release | Zammad 2.4.0 & 2.3.1 & 2.2.2 (Major and Patch Level)". zammad.com. 29 March 2018.
  31. ↑ "Release | Zammad 2.5.0 & 2.4.1 (Major and Patch Level)". zammad.com. 6 June 2018.
  32. ↑ "Release | Zammad 2.6.0 & 2.5.1 (Major and Patch Level)". zammad.com. 10 August 2018.
  33. ↑ "Release | Zammad 2.7.0 & 2.6.1 (Major and Patch Level)". zammad.com. 25 October 2018.
  34. ↑ "Release | Zammad 2.8.0 & 2.7.1 (Major and Patch Level)". zammad.com. 3 December 2018.
  35. ↑ "New Release | Zammad 2.9.0 (minor), 2.8.1 & 2.7.2 (patch)". zammad.com. 14 February 2019.
  36. ↑ "New Release | Zammad 3.0 (major)". zammad.com. 6 June 2019.
  37. ↑ Schürmann, Tim (28 August 2019). "Open-Source-Ticketsystem Zammad 3 bringt Wissensdatenbank". Ix (in German). 2019 (9): 72–73. Retrieved 4 January 2021.
  38. ↑ "Release | Zammad 3.1.0 (minor) and 3.0.1 (patch)". zammad.com. 11 July 2019.
  39. ↑ "New Release | Zammad 3.2.0 (minor) & 3.1.1 (patch)". zammad.com. 3 December 2019.
  40. ↑ "New Release | Zammad 3.3.0 (minor) and 3.2.1 (patch)". zammad.com. 3 March 2020.
  41. ↑ "Release 3.4.0 (minor) & 3.3.1 (patch) | Zammad". zammad.com. 15 June 2020.
  42. ↑ "A Guide to 5 Fair Selections of Open Source Ticketing Tools for Linux". Linux Journal. Retrieved 28 March 2022.
  43. ↑ "Release Notes | Zammad 3.5". zammad.com. 21 September 2020.
  44. ↑ "New Release - Zammad 3.6.0". zammad.com. 16 November 2020.
  45. ↑ "Major Release: Zammad 4.0". zammad.com. 25 March 2021.
  46. ↑ "New Release: Zammad 4.1". zammad.com. 8 June 2021.
  47. ↑ "Major Release: Zammad 5.0". zammad.com. 5 October 2021.
  48. ↑ "Security Release | Zammad 5.0.1". zammad.com. 8 October 2021.
  49. ↑ "Security Release | Zammad 5.0.2". zammad.com. 28 October 2021.
  50. ↑ "Security Release | Zammad 5.0.3". zammad.com. 7 December 2021.
  51. ↑ "New Release: Zammad 5.1". zammad.com. 14 March 2022.
  52. ↑ "OSBAR 2016 – unsere Stars!". OSBA – Open Source Business Alliance (in German). 9 December 2016. Retrieved 13 June 2022.
  53. ↑ "Thomas-Krenn-Award 2017: Zammad, Home Assistant und Freifunk". thomas-krenn.com (in German). 12 March 2017. Retrieved 4 January 2021.
  54. ↑ "Winners 2019 > DINAcon Awards". DINAcon Awards. Retrieved 4 January 2021.
This page is based on this Wikipedia article
Text is available under the CC BY-SA 4.0 license; additional terms may apply.
Images, videos and audio are available under their respective licenses.