Case Study: Strada Education Foundation streamlines help desk support with Suptask

Strada streamlines help desk operations for 500 employees with Suptask

Strada Education Foundation, a nonprofit focused on connecting education to work, faced challenges with its complex and inefficient traditional ticketing system. Their lean IT team struggled with requests coming through multiple channels, including Slack messages, which reduced visibility and made it difficult to track performance against SLAs. They turned to the vendor Suptask for a better solution.

By implementing Suptask's Slack-integrated help desk, Strada enabled employees to submit tickets directly within Slack, streamlining intake and resolution without leaving the application. This solution provided the team with better queue visibility, reliable SLA tracking, and stronger reporting. The results included faster response times, a cultural shift toward proper ticket submission, and a reduction in informal workarounds, leading to increased ticket volume and reduced operational overhead.

Strada Education Foundation