Delivering seamless IT support for 33,000 students
Kent State University partners with Freshworks to cut response times, boost efficiency, and enhance the student journey
For today’s students, technology is make-or-break. Whether setting up accounts, connecting devices, or finding quick IT support, seamless digital experiences shape how they engage with their university. At Kent State University, one of Ohio’s leading public universities, IT was a critical piece of the student journey. But when slow, complex systems started getting in the way, the team knew they had to rethink their approach.
With Freshservice, the university’s IT team moved from frustration to innovation—cutting response times, boosting efficiency, and delivering seamless support for 33,000 students:
First, they identified the problems:
Kent State’s IT team struggled with a clunky, dev-heavy ITSM system
Small changes required engineering resources, slowing innovation
Student and staff support needed a serious upgrade
Freshservice brought a solution:
A modern, no-code ITSM platform that empowers the IT team
Faster workflows, self-service options, and automation
Launched months ahead of schedule
Outcomes:
3 months vs. 1 afternoon – Complex workflows built in hours, not months
<3 hours – Faster first response times
Mid-90s CSAT – Consistently high customer satisfaction
