Shasta College is a leader in Northstate higher education and is a part of the largest community college system in the world. The college provides a diverse student population with open access to undergraduate educational programs and learning opportunities, aiming to help them develop critical thinking, effective communication, quantitative reasoning, information competency, community and global awareness, self-efficacy, and workplace skills.

Shasta College is part of the California Community College system, which is the largest system of higher education in the world, comprising 116 colleges organized into 72 districts. The college has articulation agreements to facilitate transfers to the University of California and California State University systems, as well as many private college campuses.

The institution employs several individuals to cater to the needs of all its students and leverages Freshservice to aid its IT team in easily and efficiently supporting employee queries and incidents. Additionally, they utilize apps from the Freshworks marketplace to stay on top of their business requirements and quickly resolve queries.

In the latest edition of the ‘Unleashing the Power of Marketplace Apps’ blog series, we are thrilled to share some excerpts from our recent discussion with Jennifer Nordella, an Application Analyst from Shasta College, highlighting their experience and usage of Freshworks Marketplace apps. If you missed our previous blogs, catch up here. 

Marketplace apps enable agent productivity

As the college experiences exponential growth, the number of end users also keeps rapidly increasing year on year. To efficiently manage this expansion, the team utilizes the Quick View Requestor Assets app. The app compiles a comprehensive list of assets assigned to each requester, providing IT agents with quick reference points. This eliminates the need to navigate through requester profiles streamlining the process of identifying the assets associated with reported issues. By bypassing the time-consuming initial email correspondence, agents can promptly address device problems without requiring the requestor’s presence. This not only increases agent productivity by reducing the time spent on each ticket but also enhances the overall employee experience.

Streamlining asset & incident management with Marketplace apps

Given the significant volume of device-related issues, effective Asset & Incident Management is crucial at Shasta College. The IT team currently manages devices through a combination of Software Center Configuration Management and Intune integrations. The Microsoft SCCM integration helps asset managers to sync hardware and software inventory, as well as user information available in the SCCM with the Freshservice CMDB/Asset Management module & Requesters module respectively.

The Intune integration enables them to synchronize all discovered apps, mobile, and computer devices into Freshservice asset management. This capability allows agents to access health information for all devices within Freshservice, helping them execute service desk operations effectively.

In addition to the Microsoft SCCM and Intune, the IT team also leverages the Warranty sync for Dell app. The majority of the devices used are from Dell, so the app allows the team to extract warranty information based on the Dell service tag. This data enables them to generate reports on device warranty expiration dates, aiding in staying current on the refresh cycle. Moreover, the warranty information proves invaluable when dealing with issues that may not be resolved in-house.

Jennifer Nordella, Application Analyst at Shasta College, attests to the significance of the marketplace, stating, ‘Being able to integrate apps from the Marketplace has been a game-changer for us. It has added additional functionality in various areas of our Help Desk system, significantly increasing productivity and streamlining efficiencies.’

Explore the 1300+ apps on Freshworks Marketplace, to enhance the capabilities of your Freshworks products. 

Explore apps on Freshworks Marketplace