P200: Strategic Procurement

UCOP Help Desk Performance

The implementation of our second tier help desk ticketing system Zendesk has given us more insight into the challenges faced on campus as well as our ability to respond in a timely manner. Below is a detailed overview of the volume of inquiries we are receiving, response rates and an industry comparison.

We are continually refining our reporting in order to provide the most relevant and accurate data. If you have any questions or comments, please contact your CPR.

Note that time to first reply does not currently take into account non-business hours. Our effective first reply response rate is closer to 2 hours.