Looking for the best Zammad alternative?

If you’re seeking an alternative to Zammad, explore Desk365 for a solution that offers comprehensive features and more. Let’s delve into why Desk365 might be the perfect Zammad alternative for all your needs.

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Ready to leave clunkiness behind? Desk365 is all you need.

Zammad is a customer support platform that aims to simplify customer communication and ticket management software for businesses. 

However, if you’re on the lookout for a helpdesk software that seamlessly integrates collaborative tools and offers an unparalleled user experience, Desk365 stands as the ideal choice. It excels in enhancing communication and teamwork

Multi-Channel Ticketing Platform

Desk365 is a multi-channel ticketing platform, that includes Microsoft Teams ticketing along with custom email servers, customer support portal, and more. This makes it easy to run help desk operations efficiently that work great on Microsoft Teams and at the same time can handle requests from other channels like email, support portal, web forms, and more.

Affordable and Transparent Pricing

Provide fantastic customer support without breaking your bank. Desk365 provides you with all the essential features your support team would love to have at a much more affordable price than Zammad. 

Powerful SLA Module

Desk365 has a robust SLA module that enables you to set up periodic reminders and escalation rules that help you stay on top of ticket deadlines. Setup SLAs that suit your needs, whether it’s help desk wide or even specific SLAs for specific companies. Coupled with automation rules you can make sure you never miss a deadline.

Comparing Desk365 vs. Zammad

Here is an in-depth feature comparison between Desk365 and Zammad, two prominent customer support platforms in the industry,

FEATURES

DESK365

ZAMMAD

Microsoft Teams App for Agents

Create Tickets from Microsoft Teams

Email Ticketing

(Limited Channels)

Customer Support Portal

Web Form / Web Widget

Automations

(More Robust & Powerful)

Knowledge Base

SLAs

(Limited in Standard Plan)

Custom Email Servers

Custom Ticket Fields

Custom Roles

Time Tracking

Customer Surveys

Reports

Agent Collision Detection

Custom Statuses and Categories

API Access

Power Automate Connector

Microsoft Entra ID Single Sign-On

(Easy to set-up)

Onboarding Specialist

Email Support

Free Trial

(21 days)

(30 days)

Free Plan Available

Highest Paid Plan

$20/agent /month

€24/agent /month

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Last Updated Date: 25-Januray-2025

Don't just take our word for it, see why our customers choose us!

Hear from real people who have experienced the difference.

"Desk365 has got all the right ingredients that a Helpdesk solution needs under its belt."

Desk365 has got all the right ingredients that a Helpdesk solution needs under its belt. We use them to manage support for our inhouse & partner product portfolios, custom developments and change management requests. They are constantly innovating and bringing great features at a rapid pace. Apart from the great product itself, they have a fantastic customer support team that is always there to support you and get the features that you want to be implemented in the Helpdesk .

Jugal Piplani

Technical Solutions Manager, Gapcloud

"We switched from Zendesk and would not go back"

Desk365 can be customized to your absolute liking. You can pull granular reporting, view and sort your tickets with ease and stay organized. There is so much automation, it’s very user-friendly and easy to set up. We are so glad to have made the switch from Zendesk and we would not go back! Desk365 is also Soc 2 Type 2 compliant! This is a premium helpdesk at a great price. I couldn’t manage IT without it! I am also continuously impressed with their client dedication – if you suggest an improvement, they genuinely take it into consideration! They consistently roll out improvements. We are so grateful!

Robin B

Business Administration Management

Industry

Healthcare

"Highly Recommend."

Desk365 has absolutely improved our ability to process internal/external requests. I needed a software solution that could be easily implemented for a reasonable price point and Desk365 delivered. I have been very impressed with the responsiveness of the Desk365 team and their assistance in configuring the software to fit our needs. Highly Recommend.

Jessica Harrison

Sr. Associate, Christopher Consultants, Ltd.

"They really make you feel they are part of your team."

Desk365 does what you expect from a much more expensive ticket system. The best thing however is the customer support. All questions about the software are answer quickly and completely and suggestions for improvement are treated seriously. They really make you feel they are part of your team.

Jeroen H

Scientist Sensortechnologies

Industry

Biotechnology

"A very good system all round."

After testing many other helpdesk solutions, we have been utilizing Desk365 for 10 months and have been hugely impressed with its ease of use, speed and simplicity. Everything we need to provide excellent customer support via email (our primary support channel) is available in one place, updates on new features are regular and concise and any requests for new features are reviewed and implemented quickly. A very good system all round.

Andy Roberts

Network & Communications Support Specialist, CSG

"Great Support Desk software for the price"

Super quick to set up, very cost effective, very flexible, great for automation and assigning tickets to the right queue. Customer support is very quick to respond if you need them. We were able to integrate this very easily and had this up and running within the day, no hesitation in recommending. It also was super easy to get the bot working in Teams and lots of our users use this method for raising and checking on tickets. I’ve used some of the bigger packages and prefer to use this.

Marc W

Snr IT Director

Industry

Human Resources

"Truly an outstanding product with a knowledgeable, prompt and courteous staff."

We heavily utilize Teams and other Microsoft 365 products and with Desk365’s easy and tight integration with Office 365, it was a natural fit. Our adoption was seamless and we now have a much (much) higher use of the ticket system by end users—instead of the office visit ticket or phone call. With the ability for users to make a ticket in Teams, email or the portal at a click of a button—users naturally gravitate to actual ticket creation. Truly an outstanding product with a knowledgeable, prompt and courteous staff. 

Ryan Geiler

IT Director, Community Medical Center

"The Helpdesk system everyone should know about"

Performance, Support, Easy-to-use. The Performance is incredible – one of the fastest Helpdesk systems I have ever worked with. The Support is just amazing. Any inquiries will be answered quickly and professionally. Easy-to-use: almost no one, from our ~100 employees, needed any training. It’s self-explanatory.

Mirko B

System & Network Administrator

Industry

Oil and energy

"Desk365 has plenty of features which we love to use."

“Desk365 has plenty of features which we love to use. With other tools, we tried, there was always a learning curve. Not with Desk365, simple and fast. The email ticketing module is very intuitive to set up and use. The integration with Microsoft Teams was a big selling point to us. We can work on Tickets within MS Teams, even the customers Tenant can be integrated. Very fast way to communicate with the customers. The standard SLA and the option to set different, special SLAs to some customers make it easy to keep up with all the tickets.”

Jan Schwärzel

CTO, ComSet AG

"Teams integration is fantastic!"

Teams integration is fantastic and has improved user interaction by at least 500%. Tech team is notified in Teams when tickets come in. Users see tech questions and comments in their teams. Automation features are great. Knowledgebase is more than adequate and search functions work well.

Lonny L

IT Manager

Industry

Farming

Why should you choose Desk365 over Zammad?

Desk365 is an ideal Zammad alternative that offers simplicity, customizability, affordability, and collaboration to empower your support team to work efficiently and provide exceptional customer service

Set up Powerful Automations

Set up advanced automation rules that get triggered during ticket creation and ticket updation. Highly configurable, easy to use interface, makes it easy to create workflows based on different ticket/customer properties, keywords, events, SLAs, replies, and more.

Robust SLAs

Desk365 has a powerful SLA module that enables you to set up periodic reminders and escalation rules that help you stay on top of ticket deadlines. Configure SLAs that suit your needs, whether it’s help desk wide or even specific SLAs for specific companies. 

Measure Customer Sentiment using Surveys

Create and send surveys to get immediate feedback from your customers whenever a ticket is resolved or closed. Analyze the customer satisfaction ratings by measuring the quantifiable data from these surveys. Assess the data together with your team to identify the areas of improvement and make the necessary changes to streamline your support operations further.

Create Powerful Reports & Dashboards

Customize your reports to get insights on what’s most important for your business. Monitor critical help desk metrics such as customer satisfaction ratings, agent performance, ticket volume data, and more that are readily available in Desk365. Stay updated on how well your support team is performing and take better data-driven decisions using our powerful reporting module.

A Support Portal for your Customers

Offer your customers a web-based online portal through which they can create and manage tickets, monitor ticket status, and access solution articles from your Knowledge Base. Customize the Support Portal with respect to your brand guidelines. Advanced options allow you to restrict access to signed in users, Microsoft 365 sign-ins and even display specific articles to specific customers.

Better & Improved Collaboration Features

Collaborate effectively across multiple departments in your organization for providing instant customer support. Your agents can collaborate with other agents about specific tickets via comments and private notes. Discuss specific parts of the ticket with internal product experts from your company without leaving the Desk365 unified interface.

Track Time Spent on Tickets

Keeping track of how much time each of your agents spends on tickets is crucial for any help desk. You can either enter the precise time spent on a ticket or use a timer to keep a track of it. Time tracking is useful when you bill clients for the amount of time spent on tickets.

Leverage Your Microsoft 365 Investment

Streamline user administration while ensuring secure access by implementing Single Sign-on through Microsoft Entra ID. With the Desk365 API/Webhook or the Desk365 Power Automate connector, you can seamlessly integrate with various third-party applications and effortlessly pull tickets into any custom-built or third-party solutions.

Frequently asked questions

Yes, Zammad is an open source software. It is available under the GNU Affero General Public License (AGPL), allowing users to access, modify, and distribute the source code freely.

Zammad offers a free, open source version under the GNU Affero General Public License (AGPL).

Desk365 is considered as a fitting choice over Zammad help desk software for it’s more user-friendly and streamlined solution, offering features that cater to your specific needs.

Worried about the effort involved in switching to Desk365?

Don’t worry, we have got you covered.

We offer free migration and set-up help. We will work with you every step of the way on your transition to Desk365.
Make the switch to a better help desk starting today.

START YOUR FREE TRIAL
REQUEST DEMO
START YOUR FREE TRIAL
REQUEST DEMO

Trusted by 7,000+ businesses around the world

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