University of Lincoln Enhances IT Support with Zendesk Implementation

• Functional Applications - Remote Monitoring & Control Systems
• Functional Applications - Enterprise Resource Planning Systems (ERP)

• Education

• Facility Management
• Business Operation

• Remote Asset Management
• Remote Control

• System Integration
• Software Design & Engineering Services
• Training

In an age of budget cuts, colleges and universities in the United Kingdom are looking for cost-effective ways to distinguish themselves. The University of Lincoln recently launched an initiative to provide better service to students, but realized its antiquated help desk software didn’t facilitate the kind of communication the IT staff wanted to provide. The existing system lacked features like automatic status updates, forcing people to chase down information. The university needed a more efficient and user-friendly solution to improve communication and support services.

The University of Lincoln, located in the United Kingdom, opened its doors to students in 2001. Over the past decade, it has grown rapidly to meet the needs of its student population. The university employs 1,200 faculty and staff and serves more than 10,000 students across a wide range of disciplines. The modern campus, valued at £180 million, has significantly contributed to the local economy, creating at least 3,000 new jobs and generating more than £250 million per year. The university is committed to providing high-quality education and services to its students and staff.

Early in its search for a new system, the university stumbled across Zendesk and began a free trial. Zendesk delivered everything the IT staff was looking for, including ease of setup and use. The university took a collaborative approach to its Zendesk implementation, involving 20 top internal clients from across campus to evaluate the new service program and provide feedback. The feedback was overwhelmingly positive, and the university proceeded with the implementation. Today, the University of Lincoln’s 44 IT staff rely on Zendesk to field support tickets from students, faculty, and staff. Another 20 users in the Estates department use Zendesk to collect support requests related to the university’s physical properties. Zendesk’s automated email notifications keep clients informed throughout the support process. The university’s agents are saving time by using Zendesk macros for standard responses to frequently asked questions. Additionally, agents use the Zendesk Android app to respond to tickets while on the go, significantly boosting productivity.

• The University of Lincoln’s IT staff can now communicate more effectively with internal clients, providing timely updates at key stages in the ticket lifecycle.
• Agents are more efficient and productive, as they can respond to support requests from anywhere on campus using the Zendesk Android app.
• The implementation of Zendesk has facilitated a people-centered approach to support, aligning with the university’s commitment to providing high-quality services.

• The university employs 1,200 faculty and staff.
• More than 10,000 students study at the university.
• The university’s modern campus is valued at £180 million.