Case Study: Nevada Department of Corrections achieves rapid ticketing and streamlined IT reporting with GroupLink's everything HelpDesk

Nevada Department of Corrections - Customer Case Study

The Nevada Department of Corrections (NDOC) faced a constrained, phone-driven help desk that couldn’t scale or integrate with its infrastructure—97% of systems were DOS-based and staff were overwhelmed by “hey you” requests with no way to track time spent on issues. After evaluating options, NDOC chose GroupLink’s everything HelpDesk to replace their in-house system and address these visibility and efficiency gaps.

GroupLink implemented everything HelpDesk with email integration, customizable workflows and reporting so dispatchers can route tickets quickly; creating or closing a ticket now takes about a minute, cutting down phone time and freeing technicians to focus on higher-value work. GroupLink’s reporting lets managers schedule reports and balance workloads across three technicians supporting 120 servers at 24 locations (and roughly 2,000 workstations), giving NDOC measurable improvements in ticket handling speed, workload distribution, and management visibility.

Nevada Department of Corrections

Dan Erlendson

Network Specialist