Case Study: University of Lincoln achieves improved student communication and IT productivity with Zendesk

What the university's focus group thought of Zendesk Support

The University of Lincoln, a rapidly growing UK campus with more than 10,000 students and 1,200 staff, needed to modernize its IT support to match a people-centered service initiative. Its legacy help desk software didn’t issue case numbers, send automatic status updates, or support consistent follow-up, leaving students and staff to chase information and limiting the university’s ability to communicate effectively.

After a successful Zendesk trial and focus-group validation, the university rolled out Zendesk to 44 IT staff and 20 estates users, using triggers, macros and the Android app to automate notifications, standardize responses and let technicians respond on the go. The result was faster, more transparent support, improved agent productivity and positive campus feedback, with plans to add Twitter, GetSatisfaction and QR-code ticketing integrations.

University of Lincoln

Tara Howard

Project Manager