Ohio Wesleyan University Enhances Help Desk Efficiency with Zendesk Integration
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- Zendesk
- GoodData
Tech Stack
- Web-based help desk solution
- Email to ticket conversion
- Automations and macros
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Cost Savings
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
Applicable Functions
- Business Operation
- Facility Management
Use Cases
- Remote Asset Management
- Process Control & Optimization
- Remote Control
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Ohio Wesleyan University (OWU) is a prestigious small private university located in Delaware, Ohio. It offers more than 90 undergraduate majors and is known for its commitment to academic excellence. The university has a diverse student body of 1,850 students from nearly every U.S. state and over 50 countries. OWU is recognized in 'best colleges' lists by U.S. News & World Report and The Princeton Review. The university's Information Services help desk is dedicated to providing prompt technical support to faculty, staff, and students, ensuring a seamless campus experience.
The Challenge
Ohio Wesleyan University faced challenges with their existing help desk solution, which required client software installation on each agent's computer and was not integrated with the help desk email account. This setup hindered communication and made it difficult to track issues, leading to a lack of enthusiasm for investing in system upgrades. The university needed a more efficient, cost-effective solution that could streamline their technical support processes and improve communication.
The Solution
Ohio Wesleyan University implemented Zendesk as their new help desk solution. This web-based system eliminated the need for local software installation, allowing access from both PCs and Macs. The integration of the help desk email account with Zendesk enabled automatic conversion of email requests into tickets, streamlining the tracking process. Zendesk's features, such as macros, triggers, and automations, allowed the help desk team to automate several manual tasks, enhancing communication and efficiency. The system also provided visibility into support trends through a link with GoodData, and allowed the team to upload employee ID photos for better user recognition.
Operational Impact
Quantitative Benefit
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