Case Study: San Diego State University’s Aztec Shops achieves streamlined ticketing and faster issue resolution with Issuetrak

Aztec Shops optimizes customer service due to ticket management software

Aztec Shops, the nonprofit auxiliary of San Diego State University that runs dining, concessions, catering and retail for a campus of more than 30,000 students, struggled to manage IT requests using Excel and phone/email during peak seasons. The IT help desk—supporting desktops and nearly 200 servers and handling roughly 100 daily requests—had no reliable issue tracking or reporting, making timely resolution and workload visibility difficult.

Instead of building a system in-house, Aztec Shops implemented Issuetrak for a customizable, quickly configurable ticketing solution. IT and other departments now log and track a couple hundred daily issues online, use features like “Next Action,” a searchable knowledgebase and reuseable request templates, and generate reports to manage workloads and plan improvements. The change reduced phone traffic, improved prioritization and resolution times, and came with strong vendor support.

San Diego State University

Jahan Jamshidi

IT Director