Case Study: Dominican University reduces ticket resolution time with Deskpro

How Dominican University Now Resolves Tickets 20 Times Faster with Deskpro

Dominican University needed a replacement for its aging help desk system, which was difficult to use, hard to train student employees on, and unable to support case tracking for more than 25,000 users with a small IT staff. The university also needed an on-premise solution to protect student privacy and comply with FERPA and HIPAA requirements, and it found many vendor pricing models uneconomic for its large number of student agents.

Dominican University chose Deskpro On-Premise in early 2015 and installed it with 200 agent seats. With Deskpro, the university reduced average ticket resolution time from over 70 days to just 3 days, and used automations, SLA tracking, reporting, and problem-and-incident features to manage support across IT, physical plant, cleaning, public safety, and parking permits.

Dominican University

Adam Smeets

Director of University Information Systems