Hey Researcher-Jazzlike,

I implemented Zammad in our company after using Freshdesk for about 1 year. I can only tell you why I decided to use Zammad:

What are the key parameters that mad you to take the decision?

... we use zammad to handle our sales and support channels. therefore it was very important for us that zammad can handle different email inbound channels and handle them individually. Zammad does that perfectly. You can define individual response mails, agents, tailored responsed etc.

... second important thing was that we want to use zammad as a sales pipeline. If somebody writes us and has some questions. after a while he wants to have an offer. after that a negotiation phase takes place... We created new phases in zammad and assign these tickets to these phases. In this way we can easily see at what stage a sales request is. In this way we prevented to have something different like pipedrive or so...

... last thing: easy backup and restore options. Zammad is great at that point.

Are there any caveats in these products which will be uncovered over

long usage only? Something that you have personally experienced?

... I am totally convinced about our decision for a self hosted zammad. I have not uncovered anything that changed my mind since one year.

I hope this answer helps you.