From tickets to touchdowns: How Freshworks powers game day at Texas A&M

Industry: Education

Texas A&M by the numbers:

30%

Faster ticket resolution

12 hours

Average resolution time

600+

Tickets resolved daily

The company

Beyond its academic reputation, Texas A&M’s NCAA football program draws 150,000 visitors on game days, making it one of the top destinations for collegiate athletics. Successfully organizing a sporting event on a massive scale requires an ITSM solution that is easy, effective, and cost-efficient.

The goal

Texas A&M University sought a modern, automated IT solution to:

Better accommodate over 600 incoming tickets per day
Manage complex game-day logistics, including parking plans, transit inquiries, and emergency response planning
Offer scalable support options that can accommodate the needs of students, faculty, and staff

The challenge

Budget constraints in higher Ed often limit technology investments, but affordability was not the only challenge the team had to tackle.

Texas A&M’s Transportation Services department lacked scalable support options
University IT staff found that its legacy platform, Jitbit, lacked capacity for growth—a critical requirement at a university where enrollment grew by 4% in the last year alone

The solution

The university's Transportation Services department uses Freshservice to manage IT tickets, leveraging features like APIs and integrations with Slack and Microsoft Teams to boost efficiency. Texas A&M soon scaled from ITSM to ESM to extend its success beyond essential IT functions.

The team has since split its Freshservice deployment into two core use cases:

Internally, transportation staff use Freshservice for general questions, IT ticketing, and customer service training for representatives handling inbound inquiries
Externally, the department services end users (students, faculty, and staff) with transit and parking questions, especially on game days

Texas A&M also uses Freshservice for IT asset management (ITAM). This includes tracking, overseeing, and supporting over 1,000 IT assets such as servers, databases, and university websites, crucial for managing 150,000 attendees who come to Texas A&M’s stadium every game.

The impact

Texas A&M has reduced ticket resolution time by 30% by moving away from an outdated email response platform
Expanded transparency in Freshservice means that they process 600+ tickets daily and typically resolve new requests within 12 hours
Workflow automation reduces overhead costs and allows users to self-source the transport help they need
Automatic ticket routing to the right agents accelerates ticket resolution, improves the quality of end-user support, and even enhances the security of sensitive student data

Freshservice has not just raised the bar for IT service management; it has also equipped our Transportation Services department with the tools to guarantee a seamless experience for the 150,000 visitors who converge on campus for every football game.

James Williams
Senior Systems Administrator, Texas A&M University