How pipelinq compares

We installed two open source help desks, drove them and rated each one on the same list of service desk capabilities.

The limits of that reading come first, then the totals, then every capability by area.

We rated pipelinq and two other help desk systems on 140 capabilities: GLPI 11.0.8, Zammad 7.1.3.

Before you use this table

We only compared open source software we could install and run ourselves. Closed and hosted products are not in this table. Their absence is not a verdict on them.

We installed both systems and drove them on September 9, 2026. Open source moves fast, so some of these ratings are already out of date. Check that date before you rely on them.

A rating is our reading of software we did not write. It is not proof that a product does or does not have a capability.

We strongly advise you to run your own evaluation. This table does not replace testing against your own requirements.

Pick the capabilities your service desk needs. Then test all three systems against that shortlist yourself.

When we correct a rating, we correct our own column only. Re-reading a rival costs another install, and a correction we guessed is worse than one we never made.

Pipelinq runs inside Nextcloud and keeps its data in OpenRegister. Where a capability comes from one of those rather than from pipelinq itself, we still count it, because that is what you get when you install pipelinq.

The list asks what a service desk does, in the shape we do it. A capability none of the three has is missing from the list, not from the market. A product that splits the work differently scores low without being worse, and that bias runs in our favour. We add rows as we read more systems, so a lower score in a later release can mean the list grew rather than the product shrank.

Totals over all 140 capabilities

How many of the 140 capabilities each system has.
System	Yes	Partly	Not found
Pipelinq	35	54	51
GLPI 11.0.8	70	52	18
Zammad 7.1.3	62	53	25

Per area

Yeswe found the whole capabilityPartlywe found part of it, and part is missingNot foundwe did not find itUnknownwe have not read that system on this row

Search capabilitiesRating for Pipelinq

Intake and channels13 capabilities. Pipelinq has 4, partly has 4, is missing 5.

Capabilities in Intake and channels, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
1.1	Customer web form that opens a ticket	Not found	Yes	Partly
1.2	Agent dialog to raise a ticket with type, requester and fields	Yes	Yes	Yes
1.3	Raise a ticket from a customer or contact record	Yes	Partly	Yes
1.4	E-mail intake from a mailbox	Not found	Yes	Yes
1.5	API ticket creation for external systems	Yes	Yes	Yes
1.6	Scheduled or recurring tickets	Not found	Yes	Not found
1.7	Intake routing to a queue, team or role	Partly	Yes	Yes
1.8	Raise a ticket from a dashboard action	Yes	Yes	Not found
1.9	Duplicate detection while the ticket is being raised	Not found	Partly	Yes
1.10	Shared mailbox or message inbox with assign to ticket	Not found	Partly	Partly
1.11	Chat conversation captured onto the ticket	Partly	Not found	Partly
1.12	Telephony panel for the service desk	Partly	Not found	Yes
1.13	Take a payment during intake	Partly	Not found	Not found

Ticket core21 capabilities. Pipelinq has 0, partly has 7, is missing 14.

Capabilities in Ticket core, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
2.1	Ticket number from a mask or sequence	Not found	Not found	Yes
2.2	Assign to an agent, claim, unassign	Partly	Yes	Yes
2.3	Assign to a team or queue with a role	Not found	Yes	Partly
2.4	Bulk actions on a ticket list	Partly	Yes	Yes
2.5	Configurable status vocabulary with colour and order	Not found	Not found	Partly
2.6	Tags or labels on a ticket	Not found	Not found	Yes
2.7	Copy a ticket	Not found	Yes	Not found
2.8	Sub-tickets, related tickets, hierarchy	Partly	Yes	Partly
2.9	Typed links between tickets with a declared inverse	Not found	Yes	Partly
2.10	Merge two tickets into one	Not found	Yes	Yes
2.11	Pause and resume with a recorded reason	Not found	Yes	Partly
2.12	Automatic chasing while a ticket waits on the requester	Not found	Yes	Partly
2.13	Reopen a closed ticket	Not found	Yes	Yes
2.14	Close reason or outcome from a configured list	Partly	Partly	Partly
2.15	Field-level change history on the ticket	Partly	Partly	Partly
2.16	Delete a ticket behind a guard	Partly	Partly	Yes
2.17	Favourites and recently viewed tickets	Not found	Not found	Partly
2.18	Live updates on the ticket page	Not found	Not found	Yes
2.19	Edit lock on a ticket, with the holder named	Not found	Yes	Partly
2.20	Watchers on a ticket, separate from the assignee	Not found	Yes	Yes
2.21	Raw ticket inspection for administrators	Partly	Partly	Partly

Agent workflow15 capabilities. Pipelinq has 6, partly has 5, is missing 4.

Capabilities in Agent workflow, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
3.1	Macro that makes several changes and sets what the agent sees next	Not found	Partly	Yes
3.2	Rules engine turning conditions into field values or actions	Partly	Yes	Yes
3.3	Actions that run automatically on a state change	Yes	Partly	Partly
3.4	Work list with My, Unassigned, Team and All	Partly	Partly	Partly
3.5	Tasks that can be assigned, claimed or handed to a team	Yes	Yes	Not found
3.6	Due date on a task	Yes	Partly	Partly
3.7	Tasks assigned to the ticket owner automatically	Partly	Partly	Partly
3.8	Checklist items the agent works through	Not found	Not found	Partly
3.9	Tasks that carry their own form	Not found	Partly	Not found
3.10	Review or approval step before something goes out	Yes	Partly	Not found
3.11	Save a half-filled form and come back to it	Partly	Partly	Yes
3.12	Multi-step forms with conditional steps	Yes	Yes	Not found
3.13	Fields filled by a formula or a date calculation	Yes	Partly	Not found
3.14	Hand a task to a supplier or partner outside the team	Not found	Partly	Not found
3.15	Task panel beside the ticket tabs	Partly	Partly	Partly

Service levels and deadlines13 capabilities. Pipelinq has 4, partly has 7, is missing 2.

Capabilities in Service levels and deadlines, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
4.1	A service level target on the ticket	Yes	Partly	Partly
4.2	Overdue or urgency indicator on the ticket and in the list	Partly	Yes	Yes
4.3	One business-hours calendar, administered in one place	Partly	Yes	Yes
4.4	A target date moved off a weekend or public holiday	Yes	Yes	Yes
4.5	Pausing gives the paused time back to the target	Yes	Yes	Yes
4.6	Escalation ladder with more than one step when a target is breached	Yes	Yes	Partly
4.7	A target that ends on a day rather than at a moment	Not found	Yes	Not found
4.8	Deadline notifications by e-mail	Not found	Yes	Yes
4.9	Reminders on a ticket with a responsible user	Partly	Partly	Yes
4.10	Extend or change a target with a reason	Partly	Partly	Partly
4.11	Suspension that resumes on its own	Partly	Partly	Partly
4.12	Timer events inside the process	Partly	Partly	Partly
4.13	Due dates on the tasks under a ticket	Partly	Partly	Partly

Communication11 capabilities. Pipelinq has 2, partly has 5, is missing 4.

Capabilities in Communication, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
5.1	One timeline per ticket holding notes, mail and messages	Partly	Yes	Yes
5.2	Internal or public visibility per timeline entry	Partly	Yes	Yes
5.3	Notes on a ticket	Partly	Yes	Yes
5.4	Send e-mail from the ticket with templates and attachments	Not found	Partly	Yes
5.5	Contact moments with a channel and a direction	Partly	Partly	Yes
5.6	In-app notifications	Yes	Partly	Yes
5.7	Scheduled or planned e-mail	Partly	Partly	Partly
5.8	Import a .msg or .eml file onto a ticket	Not found	Partly	Partly
5.9	Webhooks or an event outbox on ticket events	Not found	Yes	Yes
5.10	Satisfaction survey after a ticket closes	Not found	Yes	Not found
5.11	E-mail template library	Yes	Yes	Partly

Self service and knowledge4 capabilities. Pipelinq has 2, partly has 1, is missing 1.

Capabilities in Self service and knowledge, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
6.1	Knowledge base with visibility per role	Partly	Yes	Yes
6.2	Messaging with customers through a portal	Yes	Yes	Yes
6.3	Portal access rights per ticket	Yes	Partly	Partly
6.4	Publish a file to the customer portal	Not found	Partly	Partly

Attachments and files8 capabilities. Pipelinq has 0, partly has 1, is missing 7.

Capabilities in Attachments and files, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
7.1	Upload with drag and drop	Partly	Yes	Yes
7.2	Preview an attachment in the browser	Not found	Partly	Yes
7.3	Search inside the content of an attachment	Not found	Not found	Yes
7.4	A file record carrying metadata, not just a blob	Not found	Yes	Not found
7.5	Generate a file from a template with merge fields	Not found	Partly	Not found
7.6	Lock a file while someone is editing it	Not found	Partly	Not found
7.7	Trash and restore for files	Not found	Yes	Not found
7.8	Virus scan and integrity check on upload	Not found	Partly	Not found

Search and views11 capabilities. Pipelinq has 3, partly has 2, is missing 6.

Capabilities in Search and views, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
8.1	Global quick search	Not found	Yes	Yes
8.2	Advanced search over ticket fields	Partly	Partly	Partly
8.3	Personal saved searches	Not found	Yes	Not found
8.4	Saved views shared with a team or role	Not found	Partly	Yes
8.5	A shared saved view that carries its own column set	Not found	Yes	Yes
8.6	List columns configurable per ticket type	Not found	Partly	Partly
8.7	Column chooser on a list	Yes	Yes	Partly
8.8	Alert when a saved view crosses a count threshold	Not found	Yes	Partly
8.9	Search results filtered by access rights	Partly	Yes	Yes
8.10	Search over customers and contacts	Yes	Yes	Yes
8.11	Search over tasks	Yes	Yes	Not found

Reporting and workload9 capabilities. Pipelinq has 4, partly has 4, is missing 1.

Capabilities in Reporting and workload, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
9.1	Configurable KPI dashboards	Partly	Yes	Partly
9.2	Personal dashboard with widgets the user picks	Yes	Yes	Not found
9.3	Export a list to CSV or XLSX	Yes	Yes	Partly
9.4	Reporting or statistics API	Yes	Yes	Partly
9.5	Throughput and duration analytics	Yes	Partly	Partly
9.6	Time booked against a ticket	Partly	Yes	Yes
9.7	Audit or event log viewer with filters and export	Partly	Yes	Partly
9.8	Audit timeline on the ticket page	Partly	Yes	Yes
9.9	Timeline export per ticket or customer	Not found	Partly	Partly

Configuration14 capabilities. Pipelinq has 4, partly has 9, is missing 1.

Capabilities in Configuration, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
10.1	Form builder in the interface	Not found	Yes	Partly
10.2	Custom fields per ticket type	Partly	Not found	Partly
10.3	Fields hidden, required or read only by role and state	Partly	Yes	Yes
10.4	Code lists and choice fields	Yes	Yes	Yes
10.5	Rules per ticket type with conditions and actions	Yes	Partly	Partly
10.6	User, role and team administration inside the app	Partly	Yes	Yes
10.7	Integration configuration with secrets	Yes	Yes	Yes
10.8	Instance configuration in the interface	Yes	Partly	Yes
10.9	Translation management in the interface	Partly	Yes	Yes
10.10	Branding and theming	Partly	Yes	Yes
10.11	Feature toggles	Partly	Partly	Yes
10.12	Configuration issue detection	Partly	Yes	Partly
10.13	Configuration as code, import and export	Partly	Partly	Partly
10.14	Custom object type management	Partly	Partly	Not found

Integrations9 capabilities. Pipelinq has 4, partly has 3, is missing 2.

Capabilities in Integrations, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
11.1	Staff single sign-on	Yes	Partly	Yes
11.2	OpenAPI documentation	Not found	Yes	Not found
11.3	Public API with keys or certificates	Partly	Partly	Partly
11.4	Plugin or connector framework	Partly	Yes	Partly
11.5	Search engine (Elasticsearch, OpenSearch, Tika)	Not found	Not found	Yes
11.6	Object storage	Yes	Not found	Yes
11.7	AI assistant that can carry out actions	Yes	Not found	Yes
11.8	Inbound cloud events	Partly	Not found	Not found
11.9	Payment provider	Yes	Not found	Not found

Access and privacy12 capabilities. Pipelinq has 2, partly has 6, is missing 4.

Capabilities in Access and privacy, rated for each of the three systems.
No.	Capability	Pipelinq	GLPI 11.0.8	Zammad 7.1.3
12.1	Application roles	Partly	Yes	Yes
12.2	Visibility by team or queue	Not found	Yes	Yes
12.3	Access decided by conditions on the data	Partly	Partly	Partly
12.4	Field-level permissions	Partly	Not found	Yes
12.5	Restricted tickets shown as locked rows in a list	Not found	Not found	Partly
12.6	Out of office with a stand-in who sees the work	Not found	Partly	Yes
12.7	Delegation and substitutes	Partly	Yes	Partly
12.8	Audit trail that records reads as well as writes	Partly	Partly	Not found
12.9	Retention and automatic deletion	Yes	Partly	Partly
12.10	Two-factor authentication and login history	Yes	Yes	Yes
12.11	Access-control administration screen	Partly	Yes	Yes
12.12	Per-file access override	Not found	Partly	Partly

What to do next

Write down the capabilities your service desk needs, and test every system on that shortlist yourself.

To try pipelinq, follow the installation guide.