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Customer support

Zammad

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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.

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Overview

What does Zammad do?

What Is Zammad?

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.

Compliance

Zammad and the GDPR

Legal basis
Contract performance (Art. 6(1)(b)) or legitimate interest (Art. 6(1)(f)) for support operations
Risk level
low
Applicable regulations
GDPR, ePrivacy, UK GDPR

Impact assessment (DPIA)

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.

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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.
Cookies and trackers

What Zammad sets and contacts

Tracking method
self hosted web application, session cookies, authentication tokens, ticket content storage, email integration (self hosted or SaaS)
Server location
Self hosted: customer controlled. SaaS: EU (Germany, Hetzner)
Cookieless mode available
Yes

Cookies set (2)

NameTypeDurationPurpose
_zammad_sessionauthenticationSessionRails session cookie for authenticated helpdesk access.
_zammad_csrfsecuritySessionCSRF protection for ticket submissions and admin actions.

Third-party domains contacted (2)

  • zammad.com
  • zammad.org
Questions

Frequently asked questions about Zammad

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Cookies?

Session cookie (_zammad_session) for authenticated users. CSRF token. No third party cookies.

Consent?

Not for internal use. If public facing, session cookie may need ePrivacy notice.

Legal basis?

Contract performance or legitimate interest for support operations.

Transfers?

No for self hosted or SaaS (Germany, Hetzner). EU based foundation.

DPIA?

Recommended if processing sensitive support data. Self hosted provides maximum control.

Compliance?

HTTPS, RBAC, data retention, email integration security. Self hosted option for maximum sovereignty.

Alternatives?

osTicket (open source), FreeScout (open source), OTRS (open source), Help Scout (US SaaS), Chatwoot (open source).

Cookie policy?

Document _zammad_session if public. No third party processing. EU hosting simplifies everything.

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