Campus IT teams support thousands of students, faculty, and staff—and as the ticket volume grows, so do costs. When the cost per ticket exceeds $30, balancing quality service and budget becomes a major challenge. But some universities are already driving their average cost down to just $22 per ticket. Here’s how they’re doing it—and how you can too.

The Traditional Model: Fragmented Desks and Manual Work

Before cost-saving measures, many institutions ran separate help desks for IT, HR, Facilities, Admissions, and more. This led to:

• High overhead from multiple software licenses and platforms

• Manual ticket handoffs and duplicate data entry across systems

• Slower resolutions due to siloed workflows

• Agent inefficiency, as staff handled repetitive tasks instead of complex problems

These inefficiencies pushed the average cost per ticket to $35 or more—an unsustainable level as ticket volumes climbed.

The Solution: A Unified, Automated Service Desk

The key to slashing costs is consolidation and automation. By centralizing support and eliminating manual steps, universities achieved dramatic savings:

1. One Central Portal
   Move all requests into a single Jira Service Management (JSM) portal, unifying IT, HR, Finance, Admissions, and Facilities in one interface.

2. Automated Routing
   Configure rules to assign tickets by category and priority, eliminating manual triage and ensuring tickets land with the right team instantly.

3. Self-Service Deflection
   Deploy a well-organized knowledge base and AI chatbot so users can resolve common issues—password resets, software installs, access requests—without opening tickets.

4. Real-Time SLA Dashboards
   Use live dashboards to monitor SLA compliance and resolution metrics, quickly identifying bottlenecks and guiding continuous improvements.

The Results: Cost and Time Savings

After adopting these strategies, universities saw immediate gains:

• Cost per ticket dropped from $35 to $22

• Resolution times improved by 30%, allowing teams to handle more tickets with the same resources

• License and overhead costs fell by consolidating platforms

• CSAT scores rose, thanks to faster responses and 24/7 self-service

How Your Campus Can Replicate This Success

1. Consolidate Your Desks
   Standardize on a single JSM instance for all departments.

2. Automate Routing
   Build JSM automation rules to assign tickets at creation.

3. Deploy Self-Service
   Create a searchable KB and AI-driven chatbot to deflect routine queries.

4. Monitor Continuously
   Set up SLA and performance dashboards to spot and fix bottlenecks in real time.

Following these steps will help your university cut ticket costs, speed resolutions, and improve the support experience for everyone.

📧 Contact us at sales@clovity.com or visit 🌐 atlassian.clovity.com to get started today.