Case Study: Bioland improves IT helpdesk efficiency and quality management with Zammad

Bioland improves IT helpdesk efficiency with Zammad and resolves issues in hours

Bioland, the largest association for organic farming in Germany, faced challenges with its IT helpdesk efficiency. Their previous system, which relied on a shared email inbox and phone calls, led to confusion, delays, and a lack of workflow documentation. They sought an open-source, self-hosted ticketing solution that prioritized data protection and ease of use, leading them to the vendor Zammad.

By implementing Zammad, Bioland's IT service team gained a clear structure for ticket management. Key features like ticket notes and Elastic Search improved tracking, traceability, and efficiency, preventing requests from being overlooked. The solution was also extended to automate onboarding/offboarding processes and to a separate Quality Management instance. The results included a significantly improved service quality and a more focused, streamlined workflow, with the team praising Zammad's quick and effective support.

Bioland