Campus IT teams juggle everything from Wi-Fi issues to software access and account management. In 2025, universities face growing complexity—and millions of tickets reveal where they excel and where challenges remain. Clovity analyzed 4.2 million support tickets across 50 U.S. campuses and uncovered three key trends shaping the future of higher ed IT support.

1. The Rise of Self-Service and Automation

• Self-service deflection: 42% of IT tickets are now resolved without agent involvement.

• Top deflected requests: Password resets, software-installation guides, and account-access instructions.

Universities increasingly deploy comprehensive knowledge bases (KB) and AI-driven chatbots to empower users to solve routine issues independently, freeing IT staff to tackle high-priority work.

2. Faster Ticket Resolution Times

• Resolution improvement: Average resolution time dropped from 9.4 hours to 6.6 hours in a single semester.

Consolidating onto unified platforms like Jira Service Management (JSM) and leveraging automation—automatic routing, SLA alerts, and real-time tracking—enables quicker responses to urgent requests and consistent SLA compliance.

3. Cost Reduction with Unified Service Desks

• Cost savings: Average cost per ticket fell from $35 to $22 after merging departmental help desks into one system.

By bringing IT, HR, Admissions, and Finance support into a single portal, campuses eliminate redundant licenses, reduce overhead, and improve cross-department collaboration.

What’s Next for Campus IT in 2025?

• Deepened Self-Service: Continued investment in KBs and chatbots to further deflect routine requests.

• Advanced Automation & Dashboards: Broader AI integration and real-time analytics to preempt issues and monitor SLAs.

• Cross-Department Collaboration: Unified queues to minimize handoffs and accelerate resolutions.

• Data-Driven Optimization: Automated reporting to identify common pain points and refine workflows proactively.

Conclusion
The 4.2 million-ticket dataset confirms that higher ed IT support is shifting toward automation, self-service, and centralized platforms. Universities that embrace these trends in 2025 will deliver faster resolutions, cut costs, and boost user satisfaction.

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