Case Study: Jeffco Public Schools achieves faster ticket resolution with Freshservice

How Jeffco reduced their average ticket resolution time from 3 weeks to 3 days

Jeffco Public Schools, one of Colorado’s largest K-12 districts, was managing support through disconnected tools, shared inboxes, and homegrown systems, which led to poor visibility, repetitive manual work, and ticket resolution times stretching to three weeks or more. The district needed a no-code, self-sufficient ITSM platform to support students, parents, staff, and other community members, and chose Freshservice.

Freshservice helped Jeffco unify support across 30 departments with a branded portal, Freshchat integration, automation, and custom forms that captured more context on each request. As a result, Jeffco resolved 186,799 tickets in two years with a two-person team, cut average resolution time from three weeks to three days, and improved support experiences for students and staff.

Jeffco Public Schools

Alyse Howcroft

Service Delivery Analyst