Chatwoot vs Zammad
A side-by-side comparison of Chatwoot and Zammad on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
1 of the 20 capabilities tracked on both differs. Chatwoot starts at Free, then $19/seat/mo, Zammad at Free, then $7/seat/mo.
| Measure | Chatwoot | Zammad |
|---|---|---|
| Starts at | Free, then $19/seat/mo | Free, then $7/seat/mo |
| Charged per | Each agent seat | Each agent seat |
| AI billed at | $0.02 per credit | $0.03 per AI interaction |
| Included, where the other says no | 1 capability | 0 capabilities |
Capability by capability
1 of the 20 capabilities tracked on both products differs.
Channels
| Capability | Chatwoot | Zammad |
|---|---|---|
| IncludedStartups $19 and above. The free Hacker plan is live chat only. | IncludedStarter v2 EUR 7. In the free self-hosted build. | |
| Live chat | IncludedAll plans including the free Hacker tier. | IncludedProfessional v2 EUR 16. In the free self-hosted build. |
| Voice | IncludedBusiness $39 and above on cloud. Self-hosted it needs a Premium Support licence at $19 per agent; the Community Edition excludes it. | IncludedVia CTI integrations: a generic CTI connector, Placetel and sipgate.io, on all editions. Zammad is not itself a telephony provider and publishes no per-minute price. |
| SMS | IncludedStartups $19 and above, through Twilio. | IncludedStarter v2 EUR 7. In the free self-hosted build. |
| IncludedDelivered through the Twilio channel. The per-plan gate for WhatsApp specifically is Unknown: the compare table gates SMS at Startups and voice at Business without naming WhatsApp. | IncludedPlus v2 EUR 25. In the free self-hosted build. | |
| Instagram / Facebook | IncludedStartups $19 and above, as part of the social channels. | IncludedFacebook only, from Plus v2 EUR 25. Instagram is not listed as a channel. In the free self-hosted build. |
| Microsoft Teams | Not published | IncludedIntegration shipped in 6.0. All editions. |
Ticketing
| Capability | Chatwoot | Zammad |
|---|---|---|
| Shared inbox | IncludedAll plans. | Not published |
| SLA policies | IncludedBusiness $39 on cloud, Enterprise Edition $99 self-hosted. The compare table's "Service Level Agreement" row is this ticket SLA feature, not an uptime commitment. | IncludedTicket SLAs from Professional v2 EUR 16. In the free self-hosted build. |
| Business hours | Not published | IncludedStarter v2 EUR 7. In the free self-hosted build. |
| Macros / saved replies | IncludedUnknown. Macros and canned responses exist as objects but are not a line item in the published compare table. | IncludedStarter v2 EUR 7. In the free self-hosted build. |
| Custom fields | IncludedPublished as "Custom attributes", with pre-chat forms. Business $39 and above. | IncludedPublished as individual ticket objects, from Professional v2 EUR 16. In the free self-hosted build. |
| Ticket forms | Not published | IncludedPublished as Web Form. Starter v2 EUR 7. In the free self-hosted build. |
Routing & automation
| Capability | Chatwoot | Zammad |
|---|---|---|
| Triggers | IncludedPublished as "Automation rules". Business $39 and above. | IncludedTriggers and schedulers from Starter v2 EUR 7. In the free self-hosted build. |
| Workflow builder | Not published | IncludedCore Workflows from Plus v2 EUR 25. In the free self-hosted build. |
AI resolution
| Capability | Chatwoot | Zammad |
|---|---|---|
| Autonomous resolution agent | IncludedCaptain AI. Cloud paid plans, metered at one credit per message. Excluded from the Community Edition; on a paid self-hosted licence it runs Bring Your Own Key against your own OpenAI account. | NoZammad's AI is agent-facing throughout: summaries, writing assistance, attribute detection, routing, text extraction and tagging. No customer-facing agent that closes a conversation without a human is published, and nothing in the pricing is denominated in resolutions. |
AI assist
| Capability | Chatwoot | Zammad |
|---|---|---|
| Reply drafting | IncludedCaptain editor actions (suggest a reply). Consumes one AI credit per message on cloud. | IncludedAI Writing Assistant. Same gate and the same EUR 0.03 per AI call. |
| Summarization | IncludedCaptain editor actions (summarise). Consumes one AI credit per message on cloud. | IncludedAI Ticket Summary. Professional v2 EUR 16, then EUR 0.03 per AI call. Free self-hosted against your own LLM. |
| Auto-tagging | IncludedPublished as "Label Suggestions". Consumes one AI credit per message on cloud. | IncludedAI Ticket Tagger, alongside AI Agents for attribute detection and routing and an AI Text Extractor for order, invoice and customer IDs. |
Knowledge base
| Capability | Chatwoot | Zammad |
|---|---|---|
| Public help center | IncludedStartups $19 and above. Not on the free Hacker plan. | IncludedKnowledge Base, monolingual from Professional v2 EUR 16 and multilingual from Plus v2 EUR 25. Both in the free self-hosted build. |
| Localization | Not published | IncludedMultilingual Knowledge Base from Plus v2 EUR 25. In the free self-hosted build. |
Reporting
| Capability | Chatwoot | Zammad |
|---|---|---|
| Prebuilt dashboards | Not published | IncludedStandard Reporting from Plus v2 EUR 25, with Grafana and Elasticsearch access at the same tier. In the free self-hosted build. |
Enterprise
| Capability | Chatwoot | Zammad |
|---|---|---|
| SAML SSO | IncludedCloud Enterprise $99, or self-hosted Enterprise Edition $99. Excluded from the Community Edition and from the $19 self-hosted Premium Support licence. | IncludedThird-party authentication has shipped since 3.0, so it is in the free self-hosted build. The hosted pricing page does not itemise SSO per tier, so the hosted gate is Unknown. |
| Custom roles | IncludedPublished as "Roles & Permissions". Self-hosted Premium Support $19 and above. The cloud gate is Unknown: it is not a line item in the cloud compare table. | IncludedIndividual roles from Professional v2 EUR 16. Role management shipped in Zammad 2.0, so the free self-hosted build has it at no cost. |
| Audit logs | IncludedCloud Enterprise $99, or self-hosted Enterprise Edition. Not in the Community Edition. | IncludedTicket history sits in Starter v2's standard features at EUR 7, and in the free self-hosted build. It is not an enterprise upsell here. |
| SOC 2 | IncludedType II, on the vendor-operated cloud. Structurally N/A for an install you run yourself. | Not publishedNot claimed on any page read. |
| ISO 27001 | Not publishedNot claimed on the security page. | IncludedISO/IEC 27001:2022, certified 2026, covering the ISMS and infrastructure including the APIs and data pathways used for AI integration. Hosted plans additionally run in an ISO27001-certified data centre. |
| GDPR | IncludedNot plan-gated. "GDPR Compliant... data processing agreements available". | Not publishedNo GDPR page, statement or data processing agreement was found. German operation and an ISO27001-certified German data centre are published; a GDPR commitment is a different claim and is not made. |
| Data residency | IncludedSelf-hosting only. Chatwoot Cloud runs on AWS with servers located in the United States and publishes no region choice or EU option. | IncludedGermany, listed on every hosted tier including Starter v2 at EUR 7. Not customer-selectable, because Germany is the only region offered. Self-hosted instances sit wherever you put them. |
Developer
| Capability | Chatwoot | Zammad |
|---|---|---|
| REST API | IncludedApplication and Client APIs on every plan including the free Hacker tier. Platform APIs are self-hosted or managed-hosting only. | IncludedDocumented REST API on all editions including the free self-hosted build, with SLAs exposed as a resource. |
| Webhooks | IncludedUnknown. Listed as an integration; the compare table does not gate it by plan. | Not published |
| Published rate limits | NoThe API introduction documents authentication and endpoints and publishes no rate limit, so an API-only export cannot be planned against a known ceiling. | Not publishedNo rate limit is stated in the REST API documentation. |
Both entries last checked Sep 9, 2026.
What Chatwoot costs
$19/seat/month
7 published plans, billed annually- Billing unit
Per agent per month - Free tier
Yes - AI pricing
$0.02 per credit - Vendor calls it
AI credit - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Not published
4 of 9 not published by Chatwoot, checked
What Zammad costs
$7/seat/month
7 published plans, billed annually- Billing unit
Per agent - Free tier
Yes - AI pricing
$0.03 per AI interaction - Vendor calls it
AI call - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Partial
3 of 9 not published by Zammad, checked