Case Study: Box Elder County achieves faster ticket resolution and better reporting with Brightly Software

Box Elder County’s IT Department Cuts Time to Resolution and Gains Reporting

Box Elder County, Utah’s three-person IT team—supporting staff across eight locations—was hampered by an inadequate ticketing system that made it hard to track work, communicate internally, and report on workloads. Without reliable tracking they couldn’t measure time spent or build baseline data, and issues often took days to resolve or slipped through the cracks.

By implementing Brightly’s Help Desk (with tickets tied to assets and a required submission process supported by training and an instructional video), the team gained consistent reporting and clear ticket ownership. Time-to-resolution fell from days to hours—most tickets are now resolved in an hour or less—fewer requests fall through the cracks, and leaders can track operations, build baseline metrics for improvement, and rely on responsive vendor support.

Box Elder County

Keith Keller

IT Director