Case Study: University of Pennsylvania - Wharton School improves ticket response and flexibility with Zendesk Support

Zendesk Support's iPad app allows Wharton Computing's team to answer tickets on the go

At the University of Pennsylvania’s Wharton School, Wharton Computing needed a help desk system that was easier for agents to manage, flexible to use, and simple to connect with other systems. The existing setup worked for end users, but it was inefficient behind the scenes, and the team wanted a solution they could adopt without forcing staff and students to change how they submitted requests.

With Zendesk Support, Wharton Computing used email-to-ticket conversion, workflow automation, triggers, JIRA integration, and the Zendesk Support mobile app to route and manage requests more efficiently. The team could respond from Outlook or iPads and smartphones, and seven additional departments adopted the system after Core Services saw improved service, faster responses, and more transparency in ticket handling.

University of Pennsylvania - Wharton School

Sharon Steptoe-Smith

IT Administrative Coordinator