Ohio Wesleyan University Enhances Help Desk Efficiency with Zendesk Integration
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- Zendesk
- GoodData
技术栈
- Web-based help desk solution
- Email to ticket conversion
- Automations and macros
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
- Cost Savings
技术
- 功能应用 - 远程监控系统
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 教育
适用功能
- 商业运营
- 设施管理
用例
- 远程资产管理
- 过程控制与优化
- 远程控制
服务
- 系统集成
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
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