120 lines
4.0 KiB
Markdown
120 lines
4.0 KiB
Markdown
---
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title: Zammad
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created: 2026-06-08
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updated: 2026-06-08
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type: app
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tags: [catalogue, support-ticketing, app-marathon-batch-rattrapage-1]
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confidence: high
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contested: false
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sources: [https://selfh.st/apps/?tag=Support&app=zammad]
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---
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# 🎧 Zammad
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> **Helpdesk complet et open source** — support client omnicanal (email, chat, téléphone, Telegram) pour équipes IT et service client, basé à Berlin.
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## 📋 Informations Générales
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| Champ | Valeur |
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| :--- | :--- |
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| **Site web** | [zammad.org](https://zammad.org) |
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| **GitHub** | [zammad/zammad](https://github.com/zammad/zammad) |
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| **License** | AGPL-3.0 |
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| **Langage** | Ruby (Rails) + TypeScript (frontend) |
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| **Étoiles GitHub** | 4.5k ⭐ |
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| **Catégorie** | [[cat-support-ticketing\|Support / Ticketing]] |
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## 📝 Description
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**Zammad** est une plateforme de **service client et helpdesk** open source (AGPL-3.0) écrite en Ruby on Rails avec un frontend TypeScript/Svelte. Elle centralise les demandes entrantes (email, web, chat live, téléphone VoIP, Telegram, Facebook, Twitter, SMS) dans un système de tickets unifié, avec SLA, base de connaissances, automatisations, signatures et reporting. Différence vs **osTicket** : Zammad est plus moderne (UI très travaillée, RTL, dark mode), offre un **chat live intégré**, un module VoIP, et un moteur d'automation bien plus puissant — mais il est aussi plus lourd (>= 4 Go RAM). Pour qui: équipes support de 5 à 200+ agents, sociétés IT, MSP, qui veulent une solution professionnelle sans payer Zendesk/Freshdesk.
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## 🚀 Installation
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### Docker Compose (recommandé)
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```yaml
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version: '3.8'
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services:
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zammad:
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image: zammad/zammad:latest
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container_name: zammad
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restart: unless-stopped
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ports:
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- "8080:8080"
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environment:
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- POSTGRES_HOST=postgres
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- POSTGRES_PORT=5432
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- POSTGRES_USER=zammad
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- POSTGRES_PASSWORD=***
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- POSTGRES_DB=zammad
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- MEMCACHE_SERVERS=memcached:11211
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- REDIS_HOST=redis
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- REDIS_PORT=6379
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depends_on:
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- postgres
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- memcached
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- redis
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volumes:
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- zammad-data:/opt/zammad
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labels:
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- "traefik.enable=true"
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- "traefik.http.routers.zammad.rule=Host(`support.example.com`)"
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- "traefik.http.routers.zammad.entrypoints=websecure"
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- "traefik.http.routers.zammad.tls.certresolver=letsencrypt"
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postgres:
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image: postgres:16-alpine
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container_name: zammad-db
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restart: unless-stopped
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environment:
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- POSTGRES_USER=zammad
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- POSTGRES_PASSWORD=***
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- POSTGRES_DB=zammad
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volumes:
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- zammad-db:/var/lib/postgresql/data
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memcached:
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image: memcached:1.6-alpine
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container_name: zammad-memcached
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restart: unless-stopped
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redis:
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image: redis:7-alpine
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container_name: zammad-redis
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restart: unless-stopped
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volumes:
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zammad-data:
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zammad-db:
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```
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## 🔄 Alternatives
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### Open Source
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- [[app-osticket]] — Plus simple, ultra-léger, PHP
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- [[app-freescout]] — Clone léger de Help Scout, PHP
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- [[app-chatwoot]] — Omnicanal orienté chat/messagerie
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- [[app-glpi]] — Helpdesk + inventaire IT
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### Propriétaires
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- **Zendesk** — Leader mondial, SaaS payant
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- **Freshdesk** — Alternative SaaS populaire
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- **Help Scout** — Orienté PME, emails + docs
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## 🔐 Sécurité
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- **Authentification** : login/password, SSO via SAML/LDAP/OAuth (Google, Microsoft).
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- **2FA** : TOTP activable pour les agents.
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- **RBAC** : rôles granulaires (agent, admin, customer) avec permissions fines.
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- **Chiffrement TLS** : recommandé sur tout le flux (Traefik + Let's Encrypt), durcissement via `SECRET_KEY_BASE`.
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## 📚 Ressources
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- [Documentation officielle](https://admin-docs.zammad.org)
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- [GitHub Zammad](https://github.com/zammad/zammad)
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- [Community Forum](https://community.zammad.org/)
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## Pages Liées
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- [[cat-support-ticketing]] — Catégorie Support / Ticketing
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- [[app-osticket]] — Concurrent principal open source
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- [[app-chatwoot]] — Concurrent omnicanal
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- [[recettes-docker-compose]] — Templates Docker
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