Case Study: Nottingham Trent University achieves 96% satisfaction with Zendesk Support

Mobile apps and forums lead to 96% satisfaction with Zendesk Support

Nottingham Trent University needed a better way to manage support after its team could not clearly see what the problems were and a new service desk was taking too long to implement. Director of Information Systems Mike Day evaluated several options and chose Zendesk Support because it was easy to set up, had strong reporting, and could help the university manage a large change.

Zendesk Support was implemented in just two months and expanded from IT into Library Services, Student Services, Estate Management, and Digital Marketing, with 257 agents using it across the university. The platform gave staff a common way to record, manage, and close requests, improved collaboration between departments, and enabled mobile support and self-service through FAQs and forums. Nottingham Trent University reported customer satisfaction between 96% and 100%, with one student print-shop initiative reaching 92% satisfaction, and Day said the university now pays less for Zendesk Support than the basic maintenance of its old system.

Nottingham Trent University

Mike Day

Director of Information Systems