Help Desk Software for Schools and Universities
Success story for comprehensive support management to improve the experience of students, teachers and school staff. An integrated and innovative approach for digitalized service management, IT asset management and user portal.
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Customers who have chosen us
What does Deepser offer?
Here we list some of the features that have been used to offer our customers the best solution on the market.
REQUEST MANAGEMENT
MULTILINGUAL PORTAL
IT ASSET MANAGEMENT
KNOWLEDGE BASE
The company in brief
The university institute offers more than 30 degree, Master and Diploma courses, and more than 100 continuing education courses, characterized by cutting-edge training that combines classic theoretical-scientific education with professional orientation. It pays great attention to research, carried out on projects acquired competitively with large European and national agencies or on mandate from bodies and institutions.
Profile
Service
Challenge
Solution
Benefits obtained
Deepser has connected IT departments, increasing collaboration and productivity of the entire Information Technology area. Manages requests and assets from departments located in multiple locations, automating workflows. The scalable solution made it possible to extend the functionality and involve other services in the digitalisation of processes, simplifying and speeding up administrative activities.
End users easily get the support they need thanks to the personalized, multilingual self-service portal accessible 24/7. The improved user experience contributes to the institution’s reputation and translates into higher enrollment rates and research funding.
Problem identification
The university used a basic, open source ticketing system to manage IT requests which, in the absence of a dedicated user portal, were activated by email or telephone. He wanted an integrated platform that included, in addition to the help desk, the CMDB and the Knowledge Base.
Needs and objectives
How Deepser met the company’s needs
The university’s IT area initially adopted Deepser’s Service Desk module to manage IT requests from teaching, administrative staff and students. Configured email integration for unregistered users and customized the multilingual user portal that users log in using their domain credentials. In fact, thanks to the integration with the university’s identity provider, users do not have to manage different credentials to access different systems. In the CMDB the IT area manages all IT assets. The physical location of these is also indicated in detail: the university campus, the building and the room.
Each IT department has different access and visibility permissions, so based on the department and the type of service managed, each operator sees the information relating to the services offered by their department, as well as the relevant part of the asset database. The asset inventory acts as a data source from which external IT Asset Management services draw via API. For faster ticket resolution, the Knowledge Base has been implemented. Some articles are also visible in the user portal, to facilitate the self-resolution of some requests. After about a year of use by the IT area, the university extended the use of Deepser to the faculty secretariats to automatically assign student requests to the correct office and manage them in a structured way.
Results
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Reviews
Convenient because I always have all the requests in progress under control and I can use quick replies within the tickets.”
Very satisfied with the modules we use, Help Desk, Knowledge Base, CMDB, CRM.”
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