Console #173 - Interview With Martin of Zammad - open source helpdesk & customer support system

Featuring Kanban CLI, Alexandria, and Zammad

Sep 03, 2023

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🏗️ Projects

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kanban CLI

commandline ASCII kanban board for minimalist productivity hackers & managers

language: Shell stars: 805 last commit: 2022
repo: github.com/coderofsalvation/kanban.bash

Alexandria

A minimalistic cross-platform eBook reader built with Tauri, Epub.js, and Typescript

language: Typescript stars: 1176 last commit: 1 day

Zammad

Zammad is a web-based, open source user support/ticketing solution. It lets you manage customer communication via several channels like telephone, facebook, twitter, chat and e-mails.

language: Ruby stars: 3619 last commit: today
repo: github.com/zammad/zammad/
site: zammad.org

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🎙️ Interview With Martin of Zammad - open source helpdesk & customer support system

Hey Martin! Thanks for joining us! Let us start with your background.

I come from Bavaria, the region in Germany known for its iconic pretzels and beer. In my early days, I worked as a radio and television technician. However, it was my encounter with the Commodore C64 that kindled my enthusiasm for the digital sphere, ultimately leading me towards the realms of Linux, CPUs, and networks. My further path was forged without the formalities of higher education. Instead, I embarked on a self-taught journey into the world of programming. It was in 1998 that I first delved into Perl, and as time unfolded, I found myself drawn to Ruby (specifically Ruby on Rails) for backend development alongside JavaScript for frontend development — these programming languages struck a chord within me, forming the basis for my toolkit. In my pursuit of career paths and the discovery of my passion, I undertook roles as a developer at SUSE Linux and Deutsche Lufthansa, among others.

What is your favorite software tool?

* irb - Interactive Ruby Shell
* Browsers `developer tools` ;)

Why was Zammad started?

The Open Source Philosophy deeply resonated with me and I found it perplexing that there were objections asserting that projects rooted in this philosophy couldn't be financially viable. So, I started Zammad in 2016 with a clear objective in mind: to provide a software solution that not only embodies openness, but also has the ability to thrive as a resilient and sustainable business model.

How does Zammad work?

Zammad comprises the server component (Ruby on Rails) and a frontend that operates within a browser (JavaScript), making it nearly indistinguishable from a native app for users.

Why did you pick Ruby?

I came, I saw, and I could dive right in. It was a great feeling to be able to get involved right away - I think only those who program Ruby on Rails can really relate. :)

Where did the name for Zammad come from?

Zammad is Bavarian and stands for "together" - and that's what we're all about: together with our users, we solve their problems. Together with our customers, we get involved in things. And together with our community, we work on Zammad.

Who, or what, was the biggest inspiration for Zammad?

We had a clear idea of the direction we wanted to take the software. However, in terms of organization, we took inspiration from the Mozilla Foundation and the WordPress Foundation. We then promptly established the Zammad Foundation (which owns Zammad's source code) to underscore our unwavering commitment to the open source ethos.

Are there any competitors or projects similar to Zammad? If so, what were they lacking that made you consider building something new?

That makes me smirk. Yes, there are others, but one in particular has a history intertwined with mine - OTRS, which I created in 2001. Regrettably, I couldn't sustain the commitment to Open Source within that venture, and since 2020, OTRS is no longer open source. In hindsight, this was a positive turn of events and an important source of motivation. Zammad is my reinterpretation based on the knowledge gained from 16 years of experience in help desk and ticket systems.

What do you think about AI and automation in customer support?

From my point of view, AI is one of the most important cornerstones for the future of software and will have an impact on many areas of our lives. However, I strongly believe that while AI can effectively automate numerous processes within customer support, streamlining tasks and liberating agents to focus on customer care, the human touch will continue to hold its unique value.

Is Zammad intended to eventually be monetized if it isn’t monetized already? If it’s already monetized, what is your main source of revenue?

Our goal has always been to spend a lifetime doing what we enjoy: writing great software for a customer service world where support is enjoyable for everyone involved. The testament to our success is undeniable: we have achieved significant milestones by leveraging our own resources. We now run Zammad for over 1,400 companies worldwide and have over 650 support contracts for self-hosted customers - with an annual growth of over 60% in recent years.

What are you most proud of?

It's quite amusing how customers frequently perceive us as a much larger team, only to be surprised when they discover that we're a team of just 32 people. To me, this stands as evidence of the remarkable teamwork and a vivid example of the impact of pursuing one's passion. Guiding this remarkable group, fully dedicated to open-source values, fills me with immense pride. Our self-funded company doesn't just thrive, it also makes users and customers happy.

What is the best way for a new developer to contribute to Zammad?

Absolutely, the best way for a new developers to make their mark in Zammad is by becoming a member of our team, an option that we strongly encourage. ;) However, we warmly embrace contributions through our Zammad Community or on GitHub.

Where do you see the project heading next?

Our vision is to make Zammad the most used helpdesk tool worldwide, with its popularity resulting from the individual service, accessibility, scalability and Open Source philosophy. In pursuit of this goal, we're currently in the process of upgrading our TechStack to incorporate Vue.JS, Tailwind CSS, and GraphQL, which will be employed not only for our MobileView but also in our WebView. This logical move aligns with our commitment to enhance Zammad's capabilities.

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