Case Study: MacEwan University streamlines multi-audience IT support with Refined and Jira Service Management

How MacEwan University’s Help Centre serves multiple audiences seamlessly

MacEwan University, a Canadian higher education institution, faced a challenge when the COVID-19 pandemic forced the shutdown of its in-person IT help desk. They urgently needed a new, virtual way to support 38,000 students, faculty, and staff. The university's old ticketing system lacked transparency, leading to constant status inquiries from users.

Refined provided a solution by enabling MacEwan to build a central Help Centre using Refined Sites for Jira Service Management and Confluence Cloud. This created a seamless portal that serves different audiences by automatically showing or hiding content based on user roles. The result was dramatically improved transparency, with users able to check ticket status themselves, which reduced follow-up emails. The platform was such a success that it remained a primary support channel even after the in-person desk reopened, receiving overwhelming positive feedback from its users.

MacEwan University

Nik Fisher

Team Lead for Client Services