Zammad as ITSM Suite?

Good evening,

I would like to use Zammad in the company for IT support and IT service management.

I’m very new to the topic and at best I’ve gotten a rough overview.

At the moment I’m still a bit unsure and I hope for your opinions and experiences:

I would like to use Zammad centrally for ITSM in the company. Are there any possibilities?

  • Map different processes with different “masks” and procedures:
    Help Desk with Incident Management and Request Fulfillment
    change management
    problem manager
  • hibterlegen workflows in the customer portal
  • Assign attributes from AD to fields via LDAP

for the moment these are the questions i am asking myself. I would be happy about feedback.


Good evening,

are there any experiences or opinions about zammad as itsm suite about the different processes?

Has anyone implemented incident, change and problem management?

Thanks and Greetings

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