Zammad — Customer Support That Lives on Your Server

Zammad is an open-source helpdesk that handles tickets from email, chat, phone, and social media in one place. We've run it in production for years — it's the backbone of our own support workflow. When we deploy it for you, we skip the usual trial-and-error because we've already done it.

How We Use It

Every support request that comes into My Server Guy flows through Zammad. Tickets from email, web forms, and chat all land in the same queue with full history and context.

We use SLA tracking to keep response times honest, macros to handle repeat questions fast, and automations to route tickets to the right person without manual sorting.

Our Nagios alerts feed directly into Zammad, so infrastructure issues become trackable tickets automatically — nothing falls through the cracks.

What We've Learned Running It

Elasticsearch tuning matters more than the docs suggest. A default install works fine until you hit a few thousand tickets, then search slows to a crawl. We configure it properly from the start so you never hit that wall.

Email channel setup has sharp edges — SPF, DKIM, and fetchmail config need to be right or tickets silently vanish. We've debugged this enough times to get it right on the first deploy.

What You Get

A fully configured Zammad instance on your server. Email channels connected and tested. Elasticsearch tuned for your volume. SSL, backups, and monitoring included. We handle updates and keep it running — you focus on your customers.