Features
Zammad Helpdesk Installation & Setup
Details
Setup fee
Platform & Ownership
Self-hosted on your Telecloud account — you fully own and control your data
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Open-source codebase — independently auditable with no per-agent SaaS fees
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Custom CSS, logo and signature branding for a fully white-labelled help desk
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Mobile-friendly responsive UI with dashboards, autosave and over 40 languages
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Channels & Inbox
Omnichannel ticketing — email, web form, live chat, telephony and SMS in one inbox
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Social channels — WhatsApp Business, Telegram, Facebook and Microsoft Teams
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Telephony integrations with Sipgate, Placetel and generic CTI for caller pop-ups
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S/MIME and PGP email signing and encryption for secure correspondence
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Ticketing & Workflow
Full ticket history with linking, parent/child relationships, bundling and splitting
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SLA monitoring with automatic escalation alerts and breach reporting
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Automation rules, macros, text modules and templates for repetitive work
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Core Workflows with dynamic object screens tailored to each team
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Time accounting, tags, checklists and bulk actions for efficient processing
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Audit-proof change history with editing-conflict warnings for concurrent agents
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AI & Self-Service
AI Writing Assistant, AI ticket summaries and automatic language detection
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Built-in multilingual Knowledge Base and customer self-service portal
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Full-text search across tickets, attachments and customer records
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Customers & CRM
Customer and organization profiles with custom fields and CSV import
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Reporting with Grafana and Kibana dashboards plus Clearbit customer enrichment
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Users, Roles & Security
Groups, roles and tree-structured permissions with out-of-office delegation
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LDAP, SAML, OpenID Connect, Shibboleth and OAuth single sign-on support
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Two-factor authentication, password policies and device logging
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Integrations & API
REST API and webhooks for integration with any third-party system
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Integrations for Exchange, iCal, Microsoft 365, GitHub, GitLab and i-doit
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Monitoring integrations with Checkmk, Nagios, Icinga and Monit
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Migration & Telecloud Setup
Zammad Migrator for one-shot import from OTRS, Freshdesk or Zendesk
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Deployment to your Telecloud hosting account, fully managed
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Domain, SSL and DNS configuration included
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Initial inbox, channel and SLA configuration
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Handover training and documentation
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Price
R3 000
+ Advanced Hosting R650/pm
