Zammad

Zammad is a web-based, open-source user support/ticketing system. It provides a modern, user-friendly interface for managing customer support requests, tickets, and communications across multiple channels.

Key features:
- Multi-channel support (email, chat, phone, social media)
- Ticket management system
- Knowledge base
- Customer portal
- Team collaboration
- SLA management
- Automation and workflows
- Reporting and analytics
- API access
- Multi-language support
- Customizable workflows

Zammad helps me manage professional communications effectively:

Professional Support System: For client work and freelance projects, Zammad provides a professional ticketing system that helps me organize and respond to support requests efficiently.

Multi-Channel Management: I can manage support requests from email, chat, and other channels all in one place, ensuring nothing falls through the cracks.

Organization: The ticket system helps me track conversations, prioritize requests, and maintain a history of all client communications. This is invaluable for project management.

Knowledge Base: I can build a knowledge base of common questions and solutions, allowing clients to find answers themselves and reducing repetitive support requests.

Automation: Zammad's automation features help me route tickets, set priorities, and send automated responses, saving time on routine tasks.

Self-Hosted Privacy: All client communications and support data stay on my server, ensuring complete privacy and control over sensitive information.

Professional Image: Using a proper support system shows clients that I take their needs seriously and provides a professional experience.

Learning Tool: Managing a support system has taught me about customer service best practices, which is valuable for any professional service business.

Cost Effective: Instead of paying for SaaS support tools, I have a full-featured system that I control completely.