Case Study: State of Salzburg centralizes school IT and boosts efficiency with Zammad

State of Salzburg centralizes school IT with Zammad and achieves 88% first-time fix rate

The State of Salzburg faced the challenge of efficiently organizing IT support across its 16 schools. Inquiries were coming through various channels like email, phone, and messaging services without a central point of contact, making it difficult to track and manage requests. To address this, they turned to the vendor Zammad to implement a standardized ticketing system.

By implementing Zammad's ticketing system, the State of Salzburg established a structured support workflow. This solution included a custom web form for easy request submission and a mobile app for on-site ticket creation. The results were significant, fundamentally transforming their workday and saving a lot of time. The implementation achieved an 88% first-contact resolution rate and efficiently handled over 2,500 tickets for 10,000 students and 556 teachers.

State of Salzburg