Universities handle thousands of IT support requests each semester—password resets, hardware issues, software access, network problems, and more. Yet for many institutions, 12 minutes are wasted on every ticket before the first response is even issued. Multiplied across thousands of tickets, this delay adds up. Where is the time going, and how can campuses reclaim it?

The Problem: Fragmented Tools & Disconnected Systems

1. Multiple Tools
   Each department—IT, HR, Admissions, Facilities—uses its own ticketing system. Misrouted requests force staff to search for the right platform or log into multiple systems.

2. Manual Task-Switching
   Reassigning tickets often requires manual steps and approvals, costing valuable minutes when teams are already busy.

3. Lack of Visibility
   Without a centralized dashboard, teams spend time hunting for ticket statuses, escalating issues, and chasing down responses.

4. Siloed Knowledge
   In the absence of an integrated knowledge base, agents repeatedly answer common questions instead of directing users to self-serve resources.

How to Fix It: A Unified, Automated Service Desk

1. Consolidate Tools into One Portal
   Use Jira Service Management (JSM) to bring all department queues—IT, HR, Admissions, Facilities—into a single portal. Users submit requests in one place; automated routing ensures tickets reach the right team immediately.

2. Automate Ticket Routing & Assignments
   Configure JSM automation rules to parse request content (e.g., “Wi-Fi issue”) and assign tickets to the appropriate support group without manual intervention.

3. Implement a Unified Knowledge Base (KB)
   Integrate Confluence as a centralized KB. Users resolve common issues via FAQs and guides, deflecting routine tickets and speeding up resolutions.

4. Centralized Dashboard for Full Visibility
   Build JSM dashboards that display workloads, priority queues, and SLA status in real time—ensuring no ticket is overlooked.

5. Enable Self-Service Options
   Deploy chatbots and KB search widgets so users can troubleshoot simple issues themselves, reducing ticket volume and accelerating support for complex requests.

The Results: Faster, More Efficient IT Support

By adopting a unified, automated service desk, universities can:

• Recover 12 Minutes per Ticket through streamlined routing and automation

• Boost Agent Efficiency by eliminating tool-switching

• Lower Costs as manual workflows shrink

• Improve Satisfaction with faster resolution times and higher CSAT scores

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