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Zendesk Suite
Zendesk Suite
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features an...Read more about Zendesk Suite
SysAid
SysAid
SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped up...Read more about SysAid
BOSSDesk
BOSSDesk
BOSSDesk ITSM Help Desk Ticketing System on the Cloud and On Premise Turning ticket management into an exceptional customer experience! With rapidly increasing service requests, is your company maximizing its investment in your ...Read more about BOSSDesk
NinjaOne
NinjaOne
NinjaOne is a leading unified IT management software company that simplifies how IT teams work. MSPs and IT departments can automate, manage, and remediate all their device management tasks within one fast, modern, intuitive platf...Read more about NinjaOne
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Issuetrak
Issuetrak
Issuetrak is a flexible issue tracking software solution that can be configured to suit the needs of a variety of industries and usages, including IT Help Desk, Customer Support, Project Management, and more. Issuetrak can be dep...Read more about Issuetrak
TeamSupport
TeamSupport
TeamSupport is a robust customer support solution designed to improve customer satisfaction, simplify workflows, and make agents’ lives easier. We empower teams of all sizes to consolidate channels, shorten time to resolution, col...Read more about TeamSupport
Tidio
Tidio
Tidio Chat is a cloud-based live chat platform suitable for integration into any company’s website. It includes a customizable interface that lets companies make the live chat interface match the look and feel of existing online a...Read more about Tidio
Summit
Summit
SymphonyAI Summit is an AI-powered IT service management (ITSM) suite that streamlines service and asset management across the enterprise with machine learning and workflow-based automation. As a true multi-tenant solution, Sympho...Read more about Summit
TeamViewer Remote
TeamViewer Remote
TeamViewer is an online meeting and video conferencing solution that connects any PC, mobile, and server to each other globally. The solution is available in nearly all countries and supports over 30 languages. TeamViewer is suita...Read more about TeamViewer Remote
Freshdesk
Freshdesk
Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, soc...Read more about Freshdesk
ActiveCampaign
ActiveCampaign
ActiveCampaign helps small teams power big businesses with the must-have platform for intelligent marketing automation. Customers from over 170 countries depend on ActiveCampaign’s mix of pre-built automations and integrations (in...Read more about ActiveCampaign
Notion
Notion
Notion is a digital workspace that lets small to large businesses streamline and manage notes, tasks, projects, records, calendar and more. Key features include portfolio tracker, designer templates, database management, documenta...Read more about Notion
Zoho Desk
Zoho Desk
Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creat...Read more about Zoho Desk
Nimble
Nimble
Nimble offers browser widget and mobile-based sales force automation and social CRM solution for small and midsize businesses. The solution automatically populates customer profiles and interaction histories from contact lists, em...Read more about Nimble
LiveChat
LiveChat
LiveChat is an all-in-one customer service platform helping brands deliver superb customer service while boosting their sales. LiveChat is intuitive, easy to use, and fully customizable, to naturally blend in with any website. Wit...Read more about LiveChat
LiveAgent
LiveAgent
LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management, all...Read more about LiveAgent
NetSuite
NetSuite
With an integrated system that includes ERP, financials, commerce, inventory management, HR, PSA, supply chain management, CRM and more – NetSuite enables fast-growing businesses across all industries to work more effectively by a...Read more about NetSuite
EZOfficeInventory
EZOfficeInventory
EZOfficeInventory is a dynamic asset and maintenance management solution tailored for companies of all sizes. The cloud-based software works as you do and is accessible from anywhere and at any time. Track items across locati...Read more about EZOfficeInventory
Asset Panda
Asset Panda
Asset Panda is a cloud-based platform for facility managers that offers a suite of applications including asset tracking and maintenance management. It is compatible with Windows, Mac, iPad, iPhone and can be used from anywhere wh...Read more about Asset Panda
UpKeep
UpKeep
UpKeep is an Asset Operations Management solution that helps businesses scale by giving every Maintenance and Reliability team the tools and information they need to run Operations efficiently and effectively. From your desktop to...Read more about UpKeep
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Buyers Guide
Last Updated: March 16, 2023For schools, keeping up with student and staff inquiries and support requests can be an overwhelming task—especially when there are physical help desks or administrative counters spread across a sprawling campus.
This is precisely where help desk software for schools can help. The tool acts as a single platform for raising tickets and managing and resolving queries, and it can act as a knowledge base for users. Schools and institutions can provide support and information for any request made by staff, students, or guardians from anywhere.
Besides query management, most school help desk solutions also provide self-service portals. From there, users can access relevant notifications, view or upload documents, and raise or escalate requests in contingency situations.
What is help desk software for schools?
School help desk software is a software application that allows a school's support staff to respond to queries from students, guardians, and faculty quickly, efficient, and reliably. Most school help desk solutions integrate a centralized knowledge base where students, guardians, and faculty can easily explore frequently asked questions and their answers.
Ticket management on Deskpro
Common features of help desk software for schools
Help desk software for schools offers a wide variety of features depending upon the vendor and/or the selected bundle or subscription model. Some common features to look out for include the following.
Ticket management | Open tickets and track them through to resolution. This also helps with tracking support responsiveness. |
Knowledge base | Provides a centralized platform that responds to help or support requests, usually in the form of frequently answered questions (FAQs). |
Workflow automation | Automatically assigns support tickets to relevant teams or departments for resolution based on the topic. Escalates support requests up a hierarchy chain according to predefined protocols. |
Self-service portal | Enables students, staff, and guardians to create support requests. They can also track the progress of the request until it's resolved, including adding remarks or making modifications. |
Custom forms | Allows support staff to create school-specific or even grade-specific fields to query forms. The ability to customize forms ensures flexibility of assigning specific fields to a ticket format. |
Email-based ticketing | Allows users to raise support tickets by sending an email to a designated email address. Email support tickets are logged the same as any other tickets within the system. |
What type of buyer are you?
A school help desk is a useful application to have for query resolution and support. It's relevant if you are:
A single-campus school: For a single campus with a small support desk, a help desk solution makes it easier to track and respond to incidents and requests quickly and easily, without any falling through the cracks.
A network of schools: Such buyers usually have a dedicated central team that provides support to multiple campuses. Having a central help desk solution helps to unify the entire support process, regardless of location. This is also relevant for county and district school administrators overseeing multiple institutions.
Benefits of help desk software for schools
While the benefits of having a help desk tool for schools may have been clear by now, here's an overview of some of the most notable:
Streamlined processes: The most important benefit of having a help desk tool for schools is reduced complexity in dealing with support requests from students and staff.
Self-service options: A self-service portal and central knowledge base can help ensure that users find important information, even if support staff is unavailable.
Customizations and automation: Customization of tickets and forms, as well as automated workflows increase the efficiency of support staff.
Government education administrators can benefit from this tool by gaining access to issues and queries from areas of their jurisdiction in a few clicks.
Market trends and new features to understand
As with all software, help desk solutions for schools have evolved over the years. Here are some recent trends in the market:
Rapid adoption of social media integrations: Some school help desk solutions have started offering integrations with social media platforms, allowing users to tag respective schools in their queries over social media. If the answer phrase is already in the knowledge base, it's answered automatically; alternatively, a new support request is raised and assigned to the support staff.
Increasing popularity of mobile apps: An extension of the self-service portal, mobile apps allow a user to raise support tickets from mobile devices. Apps also provide access to knowledge base and important announcements on mobile devices.
Artificial intelligence (AI) chatbots becoming commonplace: AI has seen rapid adoption in many software segments, and school help desk software is no exception. Through intelligent identification of words in queries, chatbots respond with preprogrammed answers and provide 24/7 support to students and staff.
Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.