A Zammad alternative for internal IT: when to switch
Zammad is a mature ticketing system, hosted in German data centres or run by you, priced per agent. 404desk charges per account and is built for internal IT only. For two admins with simple needs, Zammad is often cheaper. 404desk fits if you want the portal, devices, deadlines and Microsoft 365 in one plan.
At a glance
Zammad is strong if you want to self-host or need customer service and internal IT in one tool. 404desk is narrower, but counts all accounts into one plan that already includes the employee portal, device inventory and deadlines. Run the numbers with your own figures. Automatic import from Zammad is not available with us yet.
Why choose Zammad?
Zammad is available as a cloud service in German data centres and as a version you run yourself. For the cloud, the pricing page lists the Starter plan from €7 per agent per month with annual payment. SLAs and a knowledge base are part of the Professional plan from €16. With monthly payment the prices are €9 and €18. Zammad prices are net, as of 11 November 2026.
Zammad is built for requests from outside too. Depending on the plan, the pricing page lists channels such as email, web form, SMS, chat, Telegram, Facebook and WhatsApp. If you want to handle internal IT and customer requests in the same system, that is a real advantage. And if you have to self-host, 404desk is no solution: it is hosted only.
When Zammad fits better
- You have to run the ticketing system in your own data centre.
- Customer service and internal IT should run in one tool.
- You have few agents and many employees, and do not need a portal with devices.
- You have already set up Zammad and it works. Switching just for a different interface rarely pays off.
When 404desk fits
The product is built for internal IT only. The employee portal is for people who open it a few times a year, with QR labels, screen recording in the browser and a timeline that shows where the ticket stands. A device inventory with handover forms, expiry reminders, deadlines that follow public holidays in Germany, Austria and Switzerland, and Microsoft 365 sign-in are all in the one plan. If another system would need several tools or a higher plan for that, it can balance out. The interface and emails are in German.
Example: 100 accounts, two of them in IT
| System | Calculation | Month |
|---|---|---|
| Zammad Cloud Professional | 2 agents × €16 | €32.00 |
| 404desk | 100 accounts × €1.50 | €150.00 |
404desk: No VAT is charged under the small business scheme (§ 19 UStG).
The calculation compares licences only, not scope. For two admins, a per-agent price is often the lower amount. Check whether you also manage devices, handover forms or licence expiry reminders elsewhere, and what that costs.
How to test both systems fairly
Take three real tickets from last month and run them through both systems: an email with a follow-up question, a problem with a device and a deadline over the weekend. Also ask someone from a business department to report through the portal, with no explanation. Watch how many clicks IT needs and whether the requester can find the status. You can try 404desk for 14 days without payment details. How to try Zammad is on the vendor’s site.
Migration checklist
- Save a full export from Zammad, with attachments.
- Clarify how long the old system stays readable. Automatic import into 404desk is not available yet.
- Finish open tickets in the old system and create new ones in 404desk.
- Run email replies, deadlines and device handovers through the same three test cases in both systems.
- Cancel only once the data path has been checked.
Sources
- Zammad: cloud and self-hosting prices, https://zammad.com/de/preis, accessed 11 November 2026
Frequently asked questions
Is this comparison independent?
No. It is written by the provider of 404desk. We cite vendor information with its source and the date we accessed it. We have not done a comprehensive hands-on test of every system.
Can we import from Zammad?
Not yet. Automatic import is not available. Plan the switch so that the history stays readable in the old system.
Is 404desk cheaper than Zammad?
Not necessarily. According to its pricing page, two Zammad Professional agents cost €32 net a month with annual payment, while 404desk costs €150 for 100 accounts. It depends on what you need in each plan.
Further reading
- Compare ticketing systemsCompare Zammad, Freshservice, Jira Service Management, osTicket, OTOBO, Znuny and shared mailboxes. Pricing examples, sources and clear product limits.
- PricingOne core plan, rates of €2.00, €1.50 or €1.00 per account per month, minimum €29. Calculate your price. AI is optional. German interface.
- What does an IT ticketing system cost?Compare agent-based and account-based help desk pricing, setup costs and self-hosting. Includes a cost worksheet for small businesses.