IT recently closed its 100,000th Zendesk user request since the ticketing system (to track requests) was implemented in October of 2012! As we continue to support you, we’d like to share some advancements facilitated by Zendesk.
The system has enabled us to streamline the management of over 60,000 user accounts and 18,000 requests per year. This is based largely on the ability provided within Zendesk to document solutions for challenges faced by users. We also routinely leverage our internal knowledge-base for the multitude of specialized systems and software packages utilized by the University. This has proven to be an invaluable reference tool in upgrading and maintaining our systems as well as supporting users. Moreover, by proficiently assisting prospective students with their accounts and other technical questions, we are able to make a positive first impression of the University.
Following the One Stetson-One IT initiative, Zendesk was deployed across all four campus locations — working together more effectively, efficiently and economically.
We encourage you to continue to utilize the post-ticket feedback and comments offered by Zendesk, as they are very helpful to us and much appreciated.
–Office of Information Technology