> Guide to Zammad GDPR compliance covering open source helpdesk privacy, German hosting, session cookies, and practical compliance steps. > > Canonical: https://www.flowconsent.com/en/services/customer-support/zammad Customer support # Zammad Preferences · [Official website](https://zammad.org) 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. [Block Zammad until consent](https://app.flowconsent.com/auth/sign-up?utm_source=flowconsent.com\&utm_medium=referral\&utm_campaign=customer_support) · [Scan my site](https://www.flowconsent.com/en/scan) At a glance - Category [Customer support](https://www.flowconsent.com/en/services/customer-support) - Consent Preferences - Prior consent Not required - Documented cookies 2 - Third-party domains 2 - Servers Self hosted: customer controlled. SaaS: EU (Germany, Hetzner) 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. ### Sample text for your banner > 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) | 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. | ### Third-party domains contacted (2) - `zammad.com` - `zammad.org` Questions ## Frequently asked questions about Zammad Can't find your question? Write to us, we answer fast. [Write to us](https://www.flowconsent.com/en/demo) ### 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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