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 Request Tracker
Choosing between Zammad and Request Tracker? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.
Open-sourceModern UISelf-hostedOpen-sourcePerlLegacy
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When to choose Request Tracker
- Open-source
- Battle-tested enterprise tool
- Highly customizable
Key differences between Zammad and Request Tracker
| Factor | Zammad | Request Tracker |
|---|---|---|
| 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
Request Tracker limitations
- Very dated UI
- Requires Perl knowledge
- Steep setup
Switching from Zammad to Request Tracker 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.