Case Study: University of California, Los Angeles (UCLA) achieves streamlined, affordable IT support and faster issue resolution with Zendesk

UCLA - Customer Case Study

The UCLA Department of Psychology, one of the nation’s largest and most productive academic departments, was supporting more than 200 staff, instructors and researchers with a two-person Help Desk. Requests came by email, phone and in person, making it hard to track issues centrally; the team needed a simple, web-based ticketing system that wouldn’t require internal IT resources.

UCLA implemented Zendesk for its affordability, ease of use and configurability. Automated triggers consolidated fragmented conversations and sent status updates to users, while customizable reports showed month‑over‑month productivity gains. The result was faster, more transparent support, improved user buy‑in and a dependable vendor partnership that kept the small team running efficiently.

University of California, Los Angeles

Cathy McCann

Help Desk Supervisor