case study · Education

Service desk for an educational institution

In two weeks we chose and launched an IT request portal on Zammad for 300+ staff of an educational institution. No licenses had to be bought, since Zammad is open-source.

300+staff on the portal
2 weeksfrom selection to launch
0license costs: open-source software

Challenge

Requests to the IT department arrived by phone and messenger, got lost and had no deadlines, and management could not see the real workload of the team.

What we did

Compared free and subscription products by total cost of ownership and chose Zammad
Deployed it on client infrastructure with Active Directory sign-on
Configured categories, priorities, SLA timers and reply templates
Built a management report and trained the first-line operator

Outcome

Every request goes through the portal with visible deadlines, and management tracks the IT team workload in a report. After launch the institution signed a support contract with us.

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Service desk for an educational institution

Challenge

What we did

Outcome

More projects in this area

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