Z
When to choose Zammad
- Open-source with genuinely modern UI
- Email, chat, Twitter, Facebook, phone in one place
- AGPL licensed — truly free
Zammad vs OTRS Community
Choosing between Zammad and OTRS Community? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.
Open-sourceModern UISelf-hostedOpen-sourceITSMEnterprise
O
When to choose OTRS Community
- Enterprise-grade open-source
- Highly configurable
- Strong ITSM
- 170k community users
Key differences between Zammad and OTRS Community
| Factor | Zammad | OTRS Community |
|---|---|---|
| Best fit | small teams and budget-conscious organizations | IT and internal service teams |
| Starting price | From $5/agent/mo | Free plan / low-cost entry |
| G2-style rating | 4.6/5 | 4/5 |
| Main focus | ticket management, collaboration, and support operations | ITSM workflows, service requests, and asset-related support |
| Category | free | free, itsm |
Zammad limitations
- Self-hosting requires Linux skills
- Cloud version is pricier
- PostgreSQL-only from v7
OTRS Community limitations
- Hard to configure
- Steep learning curve
- Requires technical expertise
Switching from Zammad to OTRS Community or the other way around?
Use Help Desk Migration to move tickets, customers, agents, groups, comments, attachments, and historical support data with less manual work.