Popular Open Source Ticket Systems
In an era of increasing service demands, many IT administrators and helpdesk managers are looking for open source ticket systems to efficiently manage support requests. Such free ticket systems offer the advantage of being license-free, customizable, and supported by an active community. This article provides a comprehensive overview of the most popular open-source ticketing tools—especially OTOBO, Znuny, OTRS (Community Edition), and Zammad—and compares them in detail. We will also highlight other relevant solutions. In doing so, we will examine features such as licensing, user interface (UI/UX), AI features and automation, integrations, hosting options, extensibility, target audiences, as well as language support and documentation.
Comparison of Open Source Ticket Systems
Below is a table comparing the aforementioned ticket systems with their key features:
| Feature | OTOBO | Znuny | OTRS (Community Edition) | Zammad |
|---|---|---|---|---|
| License & Open Source Status | GPL v3 (fully open source):contentReference[oaicite:0]{index=0}; Fork of OTRS 6 Community Edition (further developed by Rother OSS):contentReference[oaicite:1]{index=1} | GPL v3 (fully open source):contentReference[oaicite:2]{index=2}; official OTRS 6 successor, maintained by Znuny GmbH/OTTER Alliance:contentReference[oaicite:3]{index=3} | Open source (GPL) until version 6:contentReference[oaicite:4]{index=4}:contentReference[oaicite:5]{index=5}; proprietary from OTRS 7/8 onwards (only commercially available):contentReference[oaicite:6]{index=6} | AGPL v3 (fully open source, guaranteed by the Zammad Foundation):contentReference[oaicite:7]{index=7}:contentReference[oaicite:8]{index=8}; developed since 2016 |
| UI/UX (Modernity & Usability) | Agent interface based on OTRS, **customer portal modernized** and completely redesigned (more intuitive, cleaner):contentReference[oaicite:9]{index=9}. Responsive design for desktop/mobile:contentReference[oaicite:10]{index=10}. Overall more user-friendly due to optimized forms and a current design:contentReference[oaicite:11]{index=11}. | **Revised UI from Znuny 7**: modern, clean design with improved usability (2023):contentReference[oaicite:12]{index=12}. The agent interface remains familiar for OTRS users:contentReference[oaicite:13]{index=13}, while the customer frontend has a contemporary look:contentReference[oaicite:14]{index=14}. Before version 7, it had the classic OTRS interface (functional, but somewhat outdated:contentReference[oaicite:15]{index=15}). | OTRS 6: Web interface for agents and customers, but now visually outdated:contentReference[oaicite:16]{index=16}. Modern web technologies (Perl/JS), but the design is from 2011–2018. **OTRS 8** (proprietary) received UI updates, but they are not available to the community. | Very **modern, appealing web interface**, developed from scratch:contentReference[oaicite:17]{index=17}. Intuitive to use even without extensive training:contentReference[oaicite:18]{index=18}. Uses a single-page app with live updates (WebSockets) for real-time updates:contentReference[oaicite:19]{index=19}. Integrated knowledge base, responsive GUI. |
| AI Features & Automation | Classic automation via **Generic Agent** (rule-based tasks):contentReference[oaicite:20]{index=20}. Additionally, an optional **AI plugin** for automatic ticket classification and prioritization using machine learning:contentReference[oaicite:21]{index=21}. Development of an "OTOBO AI Assistant" (chatbot) for admin tips and support is in progress:contentReference[oaicite:22]{index=22}. | Automation via Generic Agent, process management, and templates (corresponds to OTRS functions). **No integrated AI functions** known out-of-the-box (as of today), focus is more on classic workflows. Possible AI integrations via API or third-party add-ons. | Generic Agent for time/event-driven actions, process management (workflows), and templates were already present in OTRS 6:contentReference[oaicite:23]{index=23}. **No AI functions** in the Community Edition; newer AI features are reserved for proprietary versions (OTRS 8 may offer AI-based analytics, but this is not publicly documented). | Includes current **AI features**: e.g., automatic **ticket summarization** of long conversations via AI:contentReference[oaicite:24]{index=24} and an **AI-powered text editor** to assist with replies (improving, expanding, or simplifying text at the push of a button):contentReference[oaicite:25]{index=25}. Zammad uses AI specifically, for instance, for language detection of incoming tickets (automatic language assignment for appropriate auto-replies):contentReference[oaicite:26]{index=26}. Also offers extensive automation options (triggers, macros) for routine tasks. |
| Integration (LDAP, Email, API, Plugins) | Comprehensive integration options: **LDAP/AD connection** for user management:contentReference[oaicite:27]{index=27}, email fetching/sending (POP3/IMAP/SMTP) out-of-the-box. **REST and SOAP API** available:contentReference[oaicite:28]{index=28}. Numerous plugins/add-ons via package manager:contentReference[oaicite:29]{index=29} (e.g., interfaces to OpenStreetMap, i-doit CMDB, PowerBI):contentReference[oaicite:30]{index=30}. Web services (GenericInterface) allow integration of external systems similar to OTRS:contentReference[oaicite:31]{index=31}. | Largely corresponds to OTRS CE: **LDAP** support, email interfaces, **GenericInterface (REST/SOAP)** for connecting external tools:contentReference[oaicite:32]{index=32}. Znuny 7 offers a new **Search API** with Elasticsearch integration (standard) and connection of external search indexes via plugin:contentReference[oaicite:33]{index=33}. A variety of **packages/modules** for extensions (FAQ, ITSM, etc.), community add-ons remain usable. SSO (Kerberos/AD) is supported (important for enterprise integration):contentReference[oaicite:34]{index=34}. | OTRS 6 CE has **LDAP/AD integration**, full email ticket functionality (IMAP/SMTP), and a SOAP API; a REST API was added with patch level 6.0.**x**. Large selection of **OTRS packages** for additional features (FAQ, ITSM, Report, etc.):contentReference[oaicite:35]{index=35}. Plugins could be installed via OPM packages. Since the Community Edition is frozen, there are no new integrations from the manufacturer—users are migrating to forks (Znuny/OTOBO) for current interfaces. | Broad **multi-channel integration**: Email, chat, phone, **Twitter**, and **Facebook** can be directly integrated as channels:contentReference[oaicite:36]{index=36}. Offers a **REST API** for all functions; numerous **integrations** available (e.g., to CRM, monitoring, SMS gateway, etc.) via Zammad API or webhooks. There are hardly any plugins in the classic sense, but external tools can be connected through the open API and an **add-on concept** (some are premium features from the manufacturer):contentReference[oaicite:37]{index=37}:contentReference[oaicite:38]{index=38}. LDAP/AD for authentication and user sync is also supported. |
| Hosting Options (Self-Hosted, Cloud, Docker) | **Self-hosted** on your own server (Linux, Perl-based) or **container**: Official Docker images are available, which greatly simplifies installation:contentReference[oaicite:39]{index=39}. Also supports Kubernetes deployments:contentReference[oaicite:40]{index=40}. No official cloud service from OTOBO itself, but service providers (e.g., SoftOFT, partners) offer hosting/support. Optimized for Linux (Debian/Ubuntu/SUSE) and classic LAMP stacks. | Primarily **self-hosted** (Perl, similar setup to OTRS). Community-maintained Docker images are available:contentReference[oaicite:41]{index=41}, but (as of yet) no official container deployment from Znuny itself. Znuny GmbH and OTTER Alliance partners offer professional hosting and support. The focus is on on-premise installations in companies; cloud offerings are provided through partners, not as a public SaaS. | **Self-hosted** on your own server was the standard for OTRS CE. There were no official OTRS images, but community Dockerfiles existed. Currently (after EOL of the Community Edition) no more updates—Znuny/OTOBO are recommended for new installations. OTRS AG does offer cloud/on-premise solutions, but these concern the proprietary OTRS Suite, not the old open-source version. | Very flexible: **Self-hosted** (Ubuntu/Debian/CentOS or via Docker-Compose) *and* **Cloud** available. Zammad GmbH offers an official SaaS hosting, so companies can use a cloud service:contentReference[oaicite:42]{index=42}. At the same time, the on-premise version remains identical to the cloud service (data migration between cloud and self-hosted is possible):contentReference[oaicite:43]{index=43}. Docker images and packages are provided for quick installation. Supports common Linux stacks; from version 7 onwards, only PostgreSQL as DB (for better scalability):contentReference[oaicite:44]{index=44}. |
| Extensibility & Community Support | High **extensibility**: Modular structure and **package manager** for community add-ons:contentReference[oaicite:45]{index=45}. Active German-speaking community (forum:contentReference[oaicite:46]{index=46}) as well as official documentation in German and English. Regular updates by Rother OSS (security fixes, new features) as part of the Community Edition succession. Commercial support available through partners. The community values OTOBO for its modern improvements and open model (full source code available on GitHub:contentReference[oaicite:47]{index=47}). | Continues the long-standing OTRS community: very **active community** (forums, Discord):contentReference[oaicite:48]{index=48} and the **OTTER Alliance** as a consortium of several service providers for further development:contentReference[oaicite:49]{index=49}. Many **add-ons/integrations** from the OTRS era are compatible. Znuny emphasizes backward compatibility and stability (LTS versions):contentReference[oaicite:50]{index=50}, while the community helps drive new features:contentReference[oaicite:51]{index=51}. Commercial services are available through Znuny GmbH and partners (support, training). Overall, a very vibrant ecosystem for users looking for a powerful ticket system with community backing. | A large user base over two decades has produced a wealth of **extensions**. **Community support** for OTRS CE still exists, but mainly in the fork projects. OTRS itself (the company) focuses on paying customers, so free updates have ceased:contentReference[oaicite:52]{index=52}. Those still using OTRS 6 can fall back on extensive **documentation** and archives, but a switch to Znuny/OTOBO is recommended to continue receiving security updates and community innovations:contentReference[oaicite:53]{index=53}. | Open-source project with a strong **community and foundation** behind it:contentReference[oaicite:54]{index=54}. Zammad is characterized by active development (many GitHub contributors) and transparent development. **Extensions** are mostly done through integrations and scripting via the API, with the manufacturer offering some premium add-ons:contentReference[oaicite:55]{index=55}. The community (forum, Github) helps with problems and shares best practices. Thanks to the Zammad Foundation, its long-term free availability and **community orientation** are secured:contentReference[oaicite:56]{index=56}. |
| Target Groups & Use Cases | Companies of all sizes that need a **flexible helpdesk system**:contentReference[oaicite:57]{index=57}. Ideal for classic IT service desks, customer support teams, and public authorities who appreciate OTRS but with a more modern interface. Typical uses: IT support, **customer service**, internal **ITIL processes** (through available ITSM modules), e.g., in medium-sized companies or public institutions in the DACH region. OTOBO is often chosen by existing OTRS users due to its Docker support and easy OTRS migration. | Specifically for existing OTRS users and large organizations that prioritize stability and **long-term support**. Use cases range from **IT service management** and classic helpdesk to use in the **public and administrative sectors**. Znuny is particularly suitable when maximum customizability (through code or packages) is required and is often used by companies that already had complex workflows in OTRS. Its many security and compliance features also make it attractive for industries with high regulatory requirements. | Formerly the **reference ticket system** in many companies (over 150,000 installations worldwide in the past). Typical use cases: internal IT helpdesk, customer support centers, call center ticketing. OTRS CE covered a wide range, from small teams to large corporations. Today, it is mainly relevant historically—new users are more likely to start with the forks. OTRS is still used in some organizations that have not migrated for strategic reasons (or inertia), but without official support, this is a temporary solution. | Very broadly positioned: From **SMEs to enterprise** who want a **modern support experience**. Due to its social media and chat integration, it is popular with companies in **customer service/B2C** (e-commerce, software support). Also suitable for **IT support in companies**, especially when usability and quick implementation are important. Thanks to its knowledge base and community forum integration, it is also popular for public community support platforms. Overall, ideal for teams that want to centralize all communication channels and benefit from **AI automation**. |
| Language & Docs | Interface and portal are **multilingual** (including German/English; based on OTRS language packs with >30 languages:contentReference[oaicite:58]{index=58}). **Documentation**: Detailed **German documentation** online (see [OTOBO Documentation](https://otobo-docs.softoft.de/)) and English manuals. Active German-speaking forum community. The manufacturer (Rother OSS) offers documentation, training, and support in German—attractive for DACH users. | UI available in many languages (continued from OTRS; German, English, etc.). Official documentation is predominantly in English (Znuny Doc Hub) for administrators, but community wikis and forums sometimes exist in German. Since Znuny is maintained in Germany, there are plenty of **German-language resources** (blogs, webinars from the OTTER Alliance). Release announcements and help are published bilingually. Overall, language support on the user interface and documentation side is solid, with strong community help in the background. | Multilingual (>30 UI languages) out-of-the-box:contentReference[oaicite:59]{index=59}, including German as the original language. Official admin documentation for Community Edition v6 was in English (OTRS Manuals), but there are many German books and tutorials on OTRS 6 from the large user base. New documentation from OTRS AG is reserved for customers. For community users, it's worth looking at the fork documentation (Znuny/OTOBO), as they are compatible and provide up-to-date information in German. | UI available in **over 40 languages**:contentReference[oaicite:60]{index=60} (default is English; German translation is complete). **Documentation**: Official manuals (Admin/User) in English; community wiki and blog posts partly in German. The manufacturer's sites offer content in German and English (e.g., feature descriptions:contentReference[oaicite:61]{index=61}). Due to the intuitive interface, end-users often need little documentation, but admins will find comprehensive guides online. Overall, internationally oriented, but with support for German-speaking users. |
Note: OTRS here refers to the OTRS Community Edition (Version 6), as newer OTRS versions are not freely available. Znuny and OTOBO were created as forks of this last free OTRS version and are continuing its open-source development.
Details on the Individual Ticket Systems
In the following, we will take a closer look at each of the mentioned ticket systems and highlight their particular strengths.
OTOBO – Modern OTRS Fork from Germany
OTOBO is a ticket system based on the OTRS 6 Community Edition, initiated by the company Rother OSS. It is aimed at companies of all sizes looking for a flexible, self-hosted helpdesk system. OTOBO brings several improvements over the original OTRS, most notably a modern web frontend. The customer portal has been completely redeveloped and is now much more intuitive and contemporary. OTOBO also looks good on mobile devices thanks to its responsive design.
Functionally, OTOBO covers all classic helpdesk areas—from ticket creation, SLAs, escalation management to a knowledge base and self-service portal. Automations can be implemented via the Generic Agent as well as ticket templates and auto-replies. A unique feature is the available AI plugin for ticket classification, which uses machine learning to pre-sort incoming tickets by category/priority. This relieves the support team through AI automation (keyword AI automation).
In terms of integrations, OTOBO impresses with its openness: LDAP connection for users, REST and SOAP interfaces, and an add-on package manager facilitate the integration of external tools. For example, there are plugins for map display (OpenStreetMap) or linking with a CMDB (e.g., i-doit). A two-factor authentication system (2FA) is also integrated, which increases security.
Installation & Hosting: OTOBO can be installed classically on Linux (e.g., Debian/Ubuntu), but it requires some Perl modules and knowledge. Thanks to official Docker containers, the initial installation is significantly easier—an advantage over the original OTRS. Kubernetes support is also planned. There is no official SaaS offering, but various service providers (such as SoftOFT itself) offer managed hosting and support, which can be attractive for smaller companies that do not want to handle operations themselves.
Community & Support: As an open-source project, OTOBO has a growing community. The documentation is extensive and available in German (see the OTOBO Documentation), which makes onboarding easier, especially in German-speaking regions. In the SoftOFT forum, users exchange best practices. Commercial support is available directly from Rother OSS or partner companies if professional services are needed. In summary, OTOBO scores points with users who liked OTRS but want a more modern UI and up-to-date features—and are willing to support a relatively new fork community.
Znuny – The Official Successor to the OTRS Community Edition
Znuny was created in early 2021, immediately after OTRS AG discontinued the free version. It was launched by a consortium of German IT service providers, the OTTER Alliance, with the goal of maintaining OTRS 6 as a long-term fork. Interestingly, one of the initiators is OTRS co-founder Martin Edenhofer himself. Znuny can thus be considered the direct successor to the OTRS Community Edition—including Long Term Support (LTS) and a regular release cycle for new features and security updates.
In version 6.x, Znuny kept the interface and functionality largely stable (to allow for an easy upgrade from OTRS 6). In 2023, however, Znuny 7 took a big step forward: The user interface was modernized and its design updated. Agents still feel at home but benefit from better usability and accessibility. The customer portal also received a fresh look. With this, Znuny is closing the gap with newer tools in terms of UI.
Znuny offers extensive functionality for tickets, similar to OTRS: queue and role management, escalations, FAQ module, etc. The process management extensions allow for the mapping of complex workflows—here, Znuny has even made further improvements in recent versions. AI features are not integrated by default, but Znuny can be coupled with external AI services via open interfaces if desired. The project's priority is more on stability and security: for example, additional compliance and security options have been implemented.
For integrations, Znuny uses the proven GenericInterface from OTRS (SOAP/REST). A new addition is an Elasticsearch integration: search indexes can be connected via a plugin to enable, for example, an external search backend or advanced dashboard analytics (via Grafana). Otherwise, the rule is: what was integrable in OTRS also works in Znuny—from LDAP and external authentication to network monitoring interfaces. The availability of add-on packages (FAQ, ITSM, etc.) is guaranteed; Znuny provides compatible package repositories.
Deployment: Znuny is—like OTRS—primarily designed for Linux servers. The installation requires a Perl environment, web server, and DB, but is routine for experienced admins. Official Docker images were not available initially, but the community has published Dockerfiles, and since Znuny 6.5, there are best practices for container operation in the community. The core team itself focuses on classic installations and LTS packages. Companies can also purchase support contracts or hosting from Znuny partners (e.g., maxence, it-novum).
Community: Znuny benefits from a very vibrant community. There is an active forum and a Discord channel for developers and users. The OTTER Alliance ensures that resources and knowledge are shared—joint community meetings and webinars keep the user base engaged. Since Znuny is used worldwide (downloads are ~25% from outside Europe), communication is mostly in English, but German-language help is also available. Overall, many former OTRS users choose Znuny to continue seamlessly, and new users with high demands for customizability and support are also in the right place here.
OTRS (Community Edition) – The Original (up to Version 6)
OTRS (Open Ticket Request System) was for many years the synonym for open-source ticket systems. The free Community Edition up to version 6.0 was used in countless companies and organizations. OTRS was characterized by its enormous functional diversity and flexibility—from multi-tenancy and ITIL processes to customizability via Perl modules and a package system. More than 30 languages, numerous integrations (e.g., Active Directory, database connectors), and a modular structure made OTRS very universal. Many helpdesk features that are standard today originated in OTRS.
However, OTRS AG, the company behind OTRS, announced at the end of 2020 that it would discontinue the free version. Since then, new features are only released in the proprietary OTRS suite (versions 7 and 8). The last OTRS Community Edition 6 no longer receives updates, leaving known security vulnerabilities unpatched. For this reason, both experts and the OTRS community itself recommend switching to forks like Znuny or OTOBO, which maintain and improve the code.
For existing installations of OTRS 6, there are still migration paths: Both Znuny and OTOBO allow for a largely loss-free transfer of the database and configuration. The switch is worthwhile as it allows you to continue receiving security updates and new features without sacrificing the benefits of open source. Anyone considering OTRS should therefore practically choose one of its successors directly, as OTRS itself is experiencing no further development as an open-source product.
Nevertheless, OTRS as a term still has a strong appeal—many search for "free ticket systems like OTRS". The good news: with Znuny and OTOBO, there are two worthy open-source heirs ready to meet this demand. And for those who prefer a slightly different approach, there's Zammad, created by an OTRS co-founder, which has brought a breath of fresh air to the helpdesk world.
Zammad – Modern Helpdesk with All the Bells and Whistles
Zammad is a relatively young open-source ticket system (first released in 2016) that has relied on modern web technologies from the very beginning. The name Zammad means "together" in Bavarian, and the system perfectly masters this bringing together of different channels: email, web forms, live chat, phone, social media (Twitter, Facebook)—everything can be bundled and processed centrally in Zammad. This multi-channel orientation makes Zammad particularly attractive for customer service teams who want to be reachable across many platforms.
The user interface of Zammad is often praised: it is clear, quick to learn, and updates in real-time. Agents see new updates instantly without reloading the page, thanks to WebSocket technology. The interface feels like a modern web app and is available in numerous languages (over 40). End-users also benefit from an appealing self-service portal and a knowledge base integrated into Zammad.
Feature-wise, Zammad covers all the essentials: ticket management with priorities, assignments, attachments, notes; user and rights management with roles; and statistics/reporting. There is also a sophisticated search (Elasticsearch-based) for quick results. In Zammad, admins can automate workflows with triggers and macros (e.g., automatic replies or ticket assignments for specific keywords). Newer versions even include built-in AI functions: For example, Zammad can generate a summary of a ticket on request, which is enormously helpful for long conversations. Reply formulation is also supported by AI—if you highlight text in the reply field, Zammad can, for example, simplify, make it more polite, or make it more detailed. These Smart Reply features are optional and show that Zammad is at the forefront of AI automation.
The integration of external systems is mainly done via the API. Zammad offers a REST API with which you can remotely control almost everything (create/read tickets, sync users, etc.). In addition, there are connectors for CRM systems or VoIP phone systems—for example, call recognition can be integrated to automatically open the corresponding ticket when a customer calls. Such integrations are invaluable in daily helpdesk operations and are usually easy to configure. Zammad itself does not (currently) have a plugin system in the OTRS sense, but the openness of the code has allowed third-party providers to offer extensions (e.g., a plugin for SMS dispatch or a WordPress connector for the chat widget).
Deployment: Zammad can be self-hosted—there are packages for Ubuntu, Debian, etc., as well as Docker-Compose templates to get started quickly. Alternatively, Zammad GmbH offers cloud hosting (SaaS). This flexibility is helpful: small businesses without their own server capacity can choose the cloud, while larger or data-sensitive organizations can run Zammad on-premise. Importantly, both variants are based on the exact same open-source version, meaning there is no vendor lock-in. The Zammad Foundation ensures that the project remains free.
Community & Support: Zammad now has a broad user base worldwide. Project maintenance is transparently managed on GitHub, where community contributions are regularly integrated. For questions, there is an active forum (community.zammad.org) with developers and experienced users. Official documentation is available online (currently mainly in English, but very detailed). For professional needs, Zammad GmbH offers support contracts, training, and possibly enterprise add-ons, but the open-source version is already fully featured. The establishment of the Zammad Foundation sent a strong signal that Zammad will remain free helpdesk software for the long term.
Other Open Source Ticket Systems
Besides OTOBO, Znuny/OTRS, and Zammad, there are several other popular open-source ticket systems and helpdesk tools that are worth a look depending on your requirements:
osTicket: A PHP-based, long-established ticket system. osTicket is completely free (GPL license) and is particularly interesting for smaller businesses as it is very easy to set up and use. It offers an email-to-ticket function, a simple web portal for customers, and basic features (priorities, SLA, attachments). The UI/UX is not as modern as Zammad's, but osTicket impresses with its simplicity and low barriers to entry. Many use it as a lightweight alternative to more complex solutions.
GLPI: Originally from France, GLPI is a combination of IT asset management and helpdesk. It is open source (GPL) and particularly popular in IT departments that want to manage inventory of hardware/software in addition to tickets. GLPI includes a ticket system for support requests, including a knowledge base and SLA management. The UI/UX has improved, but GLPI is primarily aimed at IT administrators who need a comprehensive overview of their infrastructure plus tickets.
KIX: Another OTRS fork, which originated from the KIX4OTRS project by cape IT. KIX has evolved into a standalone product focused on IT Service Management. It includes advanced modules for things like maintenance planning but is also freely available (AGPL). KIX's interface differs somewhat from OTRS and is mainly used in German-speaking countries. For organizations looking for an OTRS-based ITSM with extras, KIX can be an option. However, some KIX developments are only available to paying customers (open-core model).
Request Tracker (RT): A classic open-source ticket system (Perl-based, from BestPractical). RT is very stable and text-heavy, but comes without graphical frills. It is suitable for organizations that primarily need email-driven issue tracking (e.g., in universities or developer support). The learning curve is a bit steeper and the UI is not as modern, but RT is known for its robust performance with many tickets.
Others: There are numerous other free ticket systems such as UVdesk (PHP/Laravel-based with an interesting multichannel approach), Helpy (Ruby on Rails, includes a forum function), and other forms of OTRS Community Edition forks (like ((OTRS)) Community Edition at otrscommunityedition.com, which is essentially Znuny). Open-source project management tools like Redmine or OTRS-like solutions could also be repurposed, but the ones mentioned above are the most prominent representatives in the support field.
Conclusion
For IT administrators and helpdesk teams in small to medium-sized businesses, open-source ticket systems offer a cost-effective and customizable alternative to proprietary solutions. Whether you choose an OTRS successor with a familiar concept (like OTOBO or Znuny) or opt for a modern UI and multi-channel communication with Zammad—the decision depends on specific requirements.
OTOBO scores points with users looking for maximum functionality and an active German community, as well as an easier entry point through Docker support. Znuny is ideal for long-time OTRS users and organizations that value stability, support, and continuous updates. Zammad, on the other hand, appeals to teams that prioritize usability, real-time updates, and AI-powered productivity.
Ultimately, these are free ticket systems that still meet professional standards. Thanks to their open-source licenses (GPL/AGPL), you benefit from transparency, community-driven innovation, and the freedom to extend the system yourself if needed. The investment in such a system—whether in terms of personnel (building know-how) or infrastructure—pays off in the form of more efficient support processes and satisfied end-users.
When implementing a system, it is worthwhile to use the documentation and community resources—such as the OTOBO Documentation for OTOBO/Znuny or the Zammad guides and forums. This ensures that the chosen open source ticket system is optimally tailored to your own needs and represents a sustainable long-term solution for the helpdesk.