{
  "slug": "zammad",
  "category": "customer-support",
  "name": "Zammad",
  "description": "Open source help desk and ticketing system that brings email, chat, phone, forms and social media into one web interface. It can be self-hosted, and Zammad GmbH in Germany also offers hosted instances.",
  "website": "https://zammad.org",
  "source": "https://github.com/zammad/zammad",
  "license": "AGPL-3.0",
  "platforms": [
    "web"
  ],
  "jurisdiction": {
    "code": "DE",
    "name": "Germany",
    "eyes": "Fourteen Eyes",
    "eu": true,
    "gdpr": true,
    "cloud_act": null
  },
  "pick": false,
  "pick_reason": null,
  "disclosure": null,
  "grade": "C",
  "score": 65,
  "coverage": 100,
  "summary": "Zammad scores 65 out of 100 (grade C) on the customer support and live chat criteria. It meets 2 of 4 criteria: open source and no ads or data sales. It partly meets no trackers or telemetry. It does not meet independent audit. It is based in Germany: Fourteen Eyes member; EU member (GDPR).",
  "url": "https://privacyratings.com/customer-support/zammad/",
  "markdown": "https://privacyratings.com/customer-support/zammad/index.md",
  "answers": {
    "open_source": {
      "title": "Open source",
      "weight": 3,
      "answer": "yes",
      "evidence": "https://github.com/zammad/zammad/blob/develop/LICENSE",
      "note": "AGPL-3.0."
    },
    "no_trackers": {
      "title": "No trackers or telemetry",
      "weight": 3,
      "answer": "partial",
      "evidence": "https://zammad.com/en/company/privacy",
      "note": "The websites use self-hosted Matomo analytics without cookies; the software itself has no third-party trackers."
    },
    "no_ads": {
      "title": "No ads or data sales",
      "weight": 2,
      "answer": "yes",
      "evidence": "https://zammad.com/en/company/privacy",
      "note": "Funded by hosting and support plans; the privacy policy says data is not sold."
    },
    "independent_audit": {
      "title": "Independent audit",
      "weight": 2,
      "answer": "no",
      "evidence": null,
      "note": "No independent audit is published."
    },
    "transparency_report": {
      "title": "Transparency report",
      "weight": 2,
      "answer": "n/a",
      "evidence": null,
      "note": "Only applies to hosted services with a website to test."
    },
    "user_notice": {
      "title": "Tells users about requests",
      "weight": 1,
      "answer": "n/a",
      "evidence": null,
      "note": "Only applies to hosted services with a website to test."
    },
    "tls": {
      "title": "TLS configuration",
      "weight": 2,
      "answer": "n/a",
      "evidence": null,
      "note": "Only applies to hosted services with a website to test."
    },
    "security_headers": {
      "title": "Security headers",
      "weight": 1,
      "answer": "n/a",
      "evidence": null,
      "note": "Only applies to hosted services with a website to test."
    },
    "web_standards": {
      "title": "Modern web standards",
      "weight": 1,
      "answer": "n/a",
      "evidence": null,
      "note": "Only applies to hosted services with a website to test."
    }
  },
  "tests": {
    "ssllabs": null,
    "observatory": null,
    "internetnl_web": null,
    "internetnl_mail": null,
    "trackers": [
      {
        "name": "Matomo Cloud",
        "host": "cdn.matomo.cloud",
        "effect": "partial"
      }
    ],
    "tested_at": "2026-10-01T06:38:25.309Z"
  },
  "last_modified": "2026-10-01T06:56:31Z"
}