Case Study: USC Annenberg School for Communication and Journalism achieves 98% CSAT with Zendesk Guide

The TechOps team at USC Annenberg School for Communication and Journalism maintains a CSAT of 98%

USC Annenberg School for Communication and Journalism needed a better way to track the growing volume and variety of support requests across classrooms, offices, and multimedia studios. Its TechOps team had been using old-fashioned methods, including email, and found it difficult to keep requests organized and visible as the department expanded.

The team chose Zendesk Support and rolled it out before the spring semester began. With Zendesk, TechOps created a central system for tracking requests, added automations and triggers, and built a help center for common issues; the result was better communication, faster follow-up, and clearer insight into workload patterns. The department now maintains a 98% CSAT.

USC Annenberg School for Communication and Journalism

Elena Mirzaians

Operations and Communication Coordinator