Managing campus support across multiple departments—IT, HR, Admissions, Finance, Facilities—often means six separate help desks. Students navigate different portals, and staff juggle multiple systems, causing delays, confusion, and frustration.

Merging these desks into one unified system can transform the support experience. Multiple universities saw an 18-point CSAT increase in just one semester by consolidating into a single Jira Service Management (JSM) portal. Here’s how they did it.

The Problem: Six Desks, Countless Delays

• Ticket routing issues: Students submitted separate requests to each department.

• Lack of visibility: Teams on different platforms couldn’t track cross-department tickets.

• Slower resolutions: Agents wasted time toggling between tools or waiting for handoffs.

• Inconsistent experience: Users were unsure where to get help, leading to confusion.

These silos increased response times, SLA breaches, and drove CSAT down.

The Solution: One Unified Service Desk

By consolidating all support into a single JSM portal:

1. Unified request submission: One portal for all departments—students and staff no longer guess where to submit.

2. Smart routing & automation: Tickets auto-assign by issue type, eliminating manual triage.

3. Centralized visibility: Shared dashboards let all teams track and collaborate on tickets.

4. Faster resolution: Automated workflows and real-time metrics drive consistent, speedy responses.

The Results: 18-Point CSAT Boost

Within one semester, campuses achieved:

1. Reduced Resolution Times: Eliminated departmental handoffs and manual routing cuts time to resolution.

2. Improved SLA Compliance: Real-time tracking and alerts ensure deadlines are met.

3. Simplified User Experience: A single portal removes confusion and streamlines submissions.

4. Cost Savings: Fewer tools and licenses lower overhead, freeing budget for student services.

5. More Efficient Teams: Agents collaborate in one platform, reducing internal delays.

A 30-Day Roadmap to Unified Support

Week 1: Audit & Plan

• Inventory existing desks, workflows, and ticket types

• Identify overlaps and consolidation opportunities

Week 2: Configure JSM

• Build a shared portal for all departments

• Set routing rules by issue category

• Integrate a centralized knowledge base for self-service

Week 3: Train & Align

• Educate support teams on the new system

• Define and agree on SLAs across all departments

Week 4: Launch & Iterate

• Go live campus-wide

• Collect user feedback and refine workflows

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