The Success Story of ioki with Zammad

The Switch to Zammad

After an intensive search and a thorough examination, the decision ultimately fell on Zammad. 'Naturally, we had concerns that information or data could be lost, and that not everything would work as expected. We also couldn't precisely estimate the effort involved,' recalls Jessica.

In hindsight, these concerns proved to be unfounded for Jessica, as the migration went almost smoothly, and the launch day was calmer than expected.

The Daily Routine with Zammad

ioki's support team quickly adapted to their daily work with the helpdesk. Jessica took sufficient time for the onboarding process: "I wanted to get to know Zammad inside and out and thoroughly test all its features," she explains. She shared her acquired knowledge in a training session with other team members, who, in turn, introduced the rest of the teams to using the new helpdesk.

"Working with Zammad is really not rocket science."

Since switching to Zammad, Jessica and her team can process tickets more quickly. She attributes this in part to the tool's clear overview. The exchange of information within and between teams is also smooth, and communication has become more transparent: 'We can easily view the status of a ticket in the helpdesk, which is particularly convenient during substitutions."

The GitHub integration plays a crucial role in team collaboration. "If the support team can't resolve an issue on its own, we reach out to other departments via GitHub, such as developers, and link the corresponding GitHub ticket in the Zammad ticket.'"

The Greatest Value of Zammad

Even after a year of use, Zammad continues to impress the team with its features. "The tool can really do a lot! When I occasionally show my colleagues some tips and tricks, they are always surprised by how versatile Zammad is," reports Jessica. Recently, she introduced the reporting function in combination with tags, allowing the team to measure its own performance and create precise reports for clients.

Another Zammad feature frequently utilized by ioki is used somewhat unconventionally: the groups. "A little fun fact: Our groups fit on two pages in the drop-down field. That's because we don't use this function for internal departments, but for things like product categories, product requirements, or customer agreements such as SLAs. This makes it easier for us to filter tickets and enables better reporting."

The Most Gratifying Success with Zammad

There was an initial sense of achievement immediately after the switch to Zammad, Jessica recalls: 'We received a lot of positive feedback from our customers, stating that the response speed of customer support and overall quality have improved."

The Outlook into the Future

Thanks to Zammad, customer support at ioki has become faster and more efficient. And Jessica sees further potential: "We want to use Zammad as a comprehensive communication tool between ioki and our customers. To ensure that customers enter as much information as possible into the ticket right from the first contact, we need some features that we either need to explore further or have developed." A challenge that needs to be tackled in collaboration with Zammad.