Case Study: Knox County School District achieves weeks-to-days ticket resolution and scalable device management with Brightly Software

Knox County School District IT Department Reduces Time to Resolution from Weeks to Days

Knox County School District’s IT department in Knoxville, TN struggled with a chaotic, largely manual ticketing process—phone calls, sticky notes and hallway flag‑downs—while trying to manage a high volume and variety of devices across one‑to‑one schools. They needed organized workflows, reliable asset management and better reporting to keep up with growing demand.

By upgrading to Dude Solutions’ Help Desk and adding Insight for agentless asset discovery and integrated reporting, the district streamlined ticketing and device tracking, cut time to resolution from about two weeks to one–two days, and used the data to justify expanding the field tech team from 4 to 28 (24 new hires). Improved metrics, faster response and integration with student data eliminated manual entry and made support far more efficient and accountable.

Knox County School District

Bob Green

Computer Repair Supervisor