Case Study: Lörrach Trade School improves communication and ticket handling with Zammad

Lörrach Trade School - Customer Case Study

The Lörrach Trade School, a vocational school in Germany, faced significant challenges with internal communication and task management. Issues like broken projectors and IT problems were reported through inefficient methods like emails and spreadsheets, leading to lost requests, long resolution times, and a lack of transparency. To master collaboration and improve this process, the school chose to implement the Zammad helpdesk system.

By implementing Zammad, the school created a transparent, prioritized, and documented process for handling all requests. The solution enabled them to delegate tasks efficiently to agents, including external IT providers, and keep all stakeholders informed on progress. The results were substantial; they processed approximately 1,500 tickets with seven agents, greatly reduced administrative effort with a hosted plan, and significantly improved internal communication. Users found Zammad intuitive and fast, requiring no training time.

Lörrach Trade School

Johannes Schlosser

Student Councilor in the Field of Electrical Engineering and Information Technology