Case Study: Ohio Wesleyan University streamlines IT support and automates ticketing with Zendesk

Ohio Wesleyan University - Customer Case Study

Ohio Wesleyan University (OWU), a private liberal-arts university of about 1,850 students, needed to modernize its Information Services help desk. The legacy system required client software on each workstation, wasn’t integrated with the shared help-desk email, offered poor reporting, and forced staff to manage time-consuming manual processes.

OWU moved to Zendesk’s web-based solution, routing help emails into tickets and using macros, triggers and automations to handle equipment loans, notifications and problem/incident linking. The result was fewer manual tasks, better visibility via analytics, easier remote access from Macs and PCs, improved communication and a more cost-effective, streamlined support operation.

Ohio Wesleyan University

David Soliday

Instructional Technologist