Case Study: The Wharton School achieves on-the-go ticketing and faster IT responses with Zendesk Support

How the Zendesk Support iPad app allows Wharton Computing's Core Services to be flexible and answer tickets on the go

Wharton Computing, the internal IT team for The Wharton School at the University of Pennsylvania (19 agents, ~1,000 monthly tickets), supported 25 core services and needed a more flexible, easy-to-use help desk than their legacy system. The old tool was inefficient for agents, lacked integrations, and the team needed mobile access and workflows that didn’t force students and staff to change how they submitted requests.

They adopted Zendesk Support with its iPad app, email-to-ticket conversion, automations/triggers and JIRA integration to route work and handle projects. The team can respond on the go, tickets are routed to the right subgroups, transparency and weekly incident reviews improved service, seven other departments adopted Support, and agents report faster responses and greater efficiency.

The Wharton School

Sharon Steptoe-Smith

IT Administrative Coordinator