Case Study: Amnesty International improves support efficiency with Zammad

Amnesty International - Customer Case Study

Amnesty International’s volunteer-driven Internet Commission in Germany faced the challenge of supporting a large, diverse membership from multiple locations. Their previous tools, a mailing list and a bug tracking system, were time-consuming, lacked transparency, and made collaboration difficult. They needed a more efficient solution to manage support tickets and internal tasks.

By implementing the Zammad helpdesk system, the team gained a centralized and intuitive platform for ticket management. Zammad enabled features like automated responses, text modules, and clear agent assignment, which helped the volunteers meet their target response time of one day and handle up to 1300 tickets per year. The solution provided significant relief for the team, improved service reliability, and offered a scalable tool that other departments are now interested in adopting.

Amnesty International

Stephan Heffner

Spokesperson of the Internet Commission