Case Study: Texas Tech University achieves streamlined support and increased customer satisfaction with Kayako

How Texas Tech reduced ticket volume, improved collaboration and increased customer satisfaction with Kayako

Texas Tech University, a large public university system in Lubbock, struggled to manage a high volume of service requests across its campus. Support was handled through a shared Outlook inbox with little accountability, leaving agents and customers frustrated and causing slow, inconsistent responses.

They implemented Kayako to streamline ticket management and improve internal collaboration. With fast deployment, integrated self-service (including a custom payload installer) and a LoginShare integration with campus systems, Texas Tech reduced ticket volume, improved communication and visibility, boosted agent productivity, and increased customer satisfaction.

Texas Tech University

Kevin Ten Eyck

Texas Tech University