Case Study: uOttawa achieves automated, efficient bilingual service management and clears 45,000+ tickets with TOPdesk

Maximizing cross-departmental efficiency through automation

The University of Ottawa (uOttawa), the world’s largest English‑French bilingual university with about 50,000 students, faced fragmented cross-departmental communications, heavy manual oversight of service requests, and frequent repetitive issues like password resets. Needing a reliable service management platform to automate workflows and support bilingual users, uOttawa selected TOPdesk and its Self Service Portal to centralize and simplify service delivery.

TOPdesk was implemented in 2019 to provide a customizable, bilingual service portal that automatically routes tickets, resolves repetitive tasks, and delivers enhanced reporting. As a result, uOttawa has cleared more than 45,000 service desk tickets without help‑desk intervention, freed 750+ service desk operators to focus on innovation, reduced peak‑period chaos, lowered service costs, and improved proactive issue detection and ROI thanks to TOPdesk’s automation and analytics.

uOttawa

Jean-Rene Hotte

Senior System Analyst