Case Study: Union School District handles an 80% ticket surge and saves 4+ hours daily with HelpSpot

Union School District handles an 80% ticket surge with HelpSpot

Union School District, a public school district with eight schools in San Jose, faced a major challenge when its two-person IT team was overwhelmed by an 80% surge in support tickets during COVID. Their existing system lacked structure, workflow, and proper status tracking, making it impossible to manage the volume and differentiate between resolved and closed tickets. They turned to HelpSpot for an affordable and customizable help desk solution.

By implementing HelpSpot's automation and triggers, the district gained structured workflows and self-service request forms that pre-screened and categorized tickets. This automation handled triage and routing, freeing the IT staff to focus on solving problems. As a result, HelpSpot helped the team manage the massive ticket surge without adding staff, achieve an average response time of about one hour, and save over four hours per admin daily.

Union School District