Zammad is the privacy-friendly open-source alternative to Zendesk and Freshdesk — run on-premise, with full data ownership and no per-seat licence. If you want to scale ticketing seriously, you benefit from a clean server setup with Elasticsearch, Redis and PostgreSQL.
We run Zammad hands-on — GDPR-compliant in German or European data centres, with a tuned database, cleanly configured Elasticsearch and a backup strategy we test regularly. Including update management with snapshot and 24/7 availability.
With our specialised hosting offering we take over operation of your entire Zammad infrastructure — from the database through email integration to the fully configured helpdesk application.
our hosting fees are independent of the number of agents — unlike SaaS helpdesks.
hosting only in German or European data centres — including DPA agreement.
availability via phone and Slack — direct contact, no ticket system with escalation levels.
Running a professional helpdesk system needs an optimally configured server environment and continuous maintenance. Zammad has particular needs: Elasticsearch for full-text search, Redis for sessions and caching, a tuned PostgreSQL database and a well-thought-out email setup for IMAP/POP3/SMTP channels.
Through our independent hosting model we can tailor the infrastructure exactly to your requirements and run it at the cloud provider of your choice or in German data centres.
Unlike SaaS variants where costs grow with every agent licence, our hosting fees are independent of seat count. You only pay for the server resources you actually need.
What we operate
Hosting: Hetzner Cloud (Germany) — or your provider of choice
OS: Ubuntu LTS
Database: PostgreSQL or MariaDB / MySQL
We run Zammad on top of our Managed Cloud Servers — with Elasticsearch for full-text search, Redis as session and cache layer, a clean email setup and automated backups. Missing a component? Talk to us.
nginx
Ruby on Rails (Puma)
PostgreSQL/MariaDB
Elasticsearch
Redis
Zammad
Email integration (IMAP / POP3 / SMTP)
Telephony / VoIP integration
S3-compatible object storage (backups, attachments)
Icinga2, Grafana, VictoriaMetrics (monitoring)
Installation and configuration of the latest Zammad version
Optimised Ruby on Rails environment for best performance
nginx configuration with clean cache headers
SSL/TLS encryption via Let's Encrypt with automated renewals
Scalable multi-server architecture on demand
PostgreSQL or MySQL/MariaDB depending on requirements — including migration from existing systems
Optimised database settings for Zammad (buffer pool, slow-query log, vacuum strategies)
Automated backups and point-in-time recovery
Monitoring of database performance and load
Configuration of email channels (IMAP/POP3/SMTP)
Setup of email routing and filtering
Integration with existing email systems
Spam protection and email security (SPF, DKIM, DMARC)
Zammad updates are coordinated by default during agreed maintenance windows — with a host snapshot (e.g. on Hetzner) as a rollback point before every update. For major versions we test up front on a staging environment. On request we automate the entire process, including the pre-update snapshot and a post-update health check.
Hosting exclusively in German or European data centres
DPA agreement and transparent documentation of data protection processes
GDPR-compliant retention periods and deletion concepts, configurable per agent group
What this looks like in practice is shown in our KRUU case study: multi-cloud architecture across two continents, with Zammad as central ticketing platform alongside GitLab, Matomo and the main application. We use the same hosting setup for standalone Zammad installations.
"What I like about Andy and his team is their focus on the best solution – for us as customers. Even if it sometimes means less revenue for 'We Manage.' I don't know this kind of approach from other service providers. I can highly recommend We Manage!"
Costs consist of two parts: direct hosting costs of the chosen provider plus our management and support services. Our management fee is independent of the number of agents.
We charge a flat fee per server for server management and bill implementations by effort. The servers themselves are billed to you directly — see tailored Managed Cloud Servers.
From a medium agent count onwards, Zammad on-premise quickly becomes cheaper than SaaS alternatives with per-seat licensing. More important than the raw price: you have full control over data location, plugin extensions and integration with your existing infrastructure (LDAP/SSO, email routing, CRM integration).
Migration can take anywhere from a few days to several weeks depending on complexity and data volume. We help with export from the old system, mapping of tickets, customers and custom fields, and parallel operation during the transition.
Through a combination of technical and organisational measures: encryption, regular security updates, access controls, backup strategies and GDPR-compliant processes. All measures are documented transparently.
We run Zammad instances for KRUU and other customers we do not name publicly.
Zammad is the privacy-friendly helpdesk solution with full data ownership, no per-seat licence and a transparent open-source code base. A well-configured Zammad hosting setup makes the difference between an installation that reliably delivers and one that buckles under growing ticket volume.
Reach out and let us talk!
Feel free to get in touch with us for a no-obligation conversation. You can book a free, 15-minute initial consultation here or simply contact us through any of these channels.
