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Zammad is an open source helpdesk and ticketing system developed by Zammad Foundation (Berlin, Germany). Available as self hosted or EU hosted SaaS (Hetzner, Germany). It provides email, chat, phone, and social media ticketing. As an EU based, open source solution, Zammad is one of the most privacy friendly helpdesk tools available.
Zammad is an open source helpdesk and customer support ticketing system developed by Zammad Foundation in Berlin, Germany. It supports email, chat, phone, and social media channels. Available as self hosted (open source) or hosted SaaS on Hetzner in Germany. Zammad processes ticket content, customer profiles, email integrations, and file attachments. As an EU based open source solution with EU hosting, it offers excellent GDPR foundations. Session cookies for authenticated users. Legal basis: contract or legitimate interest for support. Steps: configure HTTPS, RBAC, data retention, email integration security. Self hosted option provides maximum data control.
Websites using Zammad must obtain user consent under GDPR regulations.
DPIA considerations
DPIA recommended if processing sensitive support data. Zammad is EU based and EU hosted (Germany). Self hosted option provides maximum control. Assess: ticket content sensitivity, email integration data, user profiles, file attachments.
Sample consent text
This site uses Zammad for customer support. Data is processed in Germany by Zammad Foundation. Please refer to our privacy policy for details about your rights.
Third-party domains contacted
zammad.comzammad.orgCookies placed
| Name | Type | Duration | Purpose |
|---|---|---|---|
| _zammad_session | authentication | Session | Rails session cookie for authenticated helpdesk access. |
| _zammad_csrf | security | Session | CSRF protection for ticket submissions and admin actions. |
Zammad uses cookies for user preferences — inform visitors with a consent banner.
Session cookie (_zammad_session) for authenticated users. CSRF token. No third party cookies.
Not for internal use. If public facing, session cookie may need ePrivacy notice.
Contract performance or legitimate interest for support operations.
No for self hosted or SaaS (Germany, Hetzner). EU based foundation.
Recommended if processing sensitive support data. Self hosted provides maximum control.
HTTPS, RBAC, data retention, email integration security. Self hosted option for maximum sovereignty.
osTicket (open source), FreeScout (open source), OTRS (open source), Help Scout (US SaaS), Chatwoot (open source).
Document _zammad_session if public. No third party processing. EU hosting simplifies everything.