Zammad

What do you like best?

We compared Zammad to all other customer support systems on the market and had a long demo period with other systems like Freshdesk and Zendesk. Zammad was the best solution for our agents and the company needs. The funny thing was, that it was also the cheapest and easiest to implement. We are currently in the 8th month after going live and happy that we did the right decision. The Zammad support team is also great and fast. We get an answer much faster then our customers do from us :)

What do you dislike?

I'm not sure if they improved on this topic, but at the presentation of the system we got an bad impression because the system they showed us was buggy and outdated, even though you could set up a demo version on their website in 1 minute. But luckily the impression was just bad at the presentation, they are high quality in everything they do.

What problems are you solving with the product? What benefits have you realized?

We solved the problems of complexity and organisation. We get a lot of emails in different support group. That means, that every click/step that can be saved has an big impact on the time the problems are solved. Zammad is great with his triggers, schedulers, macros, e-mail filters and text modules.