As universities face growing IT support demand, efficient, cost-effective solutions are more urgent than ever. Multiple service desks, fragmented systems, and rising ticket volumes strain campus resources. But within a single semester, 50 universities achieved a 37% reduction in ticket costs by unifying their support through Jira Service Management (JSM) and Clovity’s tailored configurations.

The Traditional Model: High Costs & Fragmentation

Separate departmental systems—IT, HR, Admissions, Finance—created:

• Higher operational costs from managing multiple platforms

• Inefficiencies as agents switch tools

• Fragmented workflows, hindering SLA tracking

• Inconsistent user experiences across departments

These silos drove ticket costs above $35 apiece.

The Solution: A Unified JSM Service Desk

By adopting a single JSM portal, campuses could:

• Consolidate queues: One portal for students and staff

• Automate routing: Reduced manual intervention

• Enable self-service: Integrated knowledge base and chatbot

• Track SLAs in real time: Unified dashboards for accountability

Key features included:

• Automated ticket assignment by type and priority

• Robust self-service KB and chatbot

• Cross-department SLAs, ticket-volume, and resolution-time dashboards

• Higher-education–specific templates and workflows

The Results: 37% Cost Reduction

Within one semester, these universities saw:

• Cost per ticket drop from $35 to $22

• Resolution times improve by 30%

• 42% of tickets deflected via self-service

• CSAT increase by 18 points

By streamlining systems and automating workflows, campuses saved time, cut costs, and boosted satisfaction.

Long-Term Benefits

With a unified platform, universities can now:

• Scale support without proportional cost increases

• Leverage data for informed decisions via enhanced reporting

• Foster cross-team collaboration through consistent processes and SLAs

This holistic model not only drives savings but also delivers a seamless support experience for students, faculty, and staff.

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