schoolHelpdesk
Tickets, tasks and work orders
Set up
Get it ready for your district
- Helpdesk overview and ticket lifecycleCheck that email, your workspace address, SLA clocks and AI triage are working, and set what closing, reopening and long-pending tickets do.
- Import ticket historyBring your tickets over from Freshservice, Freshdesk, Zendesk or HappyFox, or from a CSV. What to get from your old helpdesk, what comes over and what doesn't, and how statuses and priorities are matched.
- Ticket topicsThe subjects a department's tickets are about, in one tree as deep as you need. AI triage reads each description to give new tickets a topic, and a topic's type, team, SLA and fields pass down to its subtopics.
- Ticket routingOne page, top to bottom, for how a department's tickets find their team and person: how they arrive, routing rules for the exceptions, topic routes for the normal case, and each team's assignment method. Test where a ticket would land.
- TeamsGroup agents into teams that own a ticket queue and cover locations. What a team covers, how it hands out new tickets, the topics each member handles, the default team, private tickets (now set on topics) and its own email address.
- Write and organize help center articlesWrite help articles with headings, images, tables, videos and callouts, organize them into sections, choose who can read each one, and make the help center look like your district. Otto and your schoolAgent answer from what you publish.
- Repair kioskSet up an iPad at a repair desk where students drop off a broken device and get a ticket, and come back to pick it up. Pair it, lock it with Guided Access, and choose what it asks.
Everyday tasks
Things you'll do often
- TicketsThe helpdesk inbox. Pick a view, search and filter tickets, choose columns, change status, priority and assignee right in the list, close, archive or restore many at once, export to CSV, and log a new ticket.
- Work a ticketEverything inside an open ticket. Read the conversation and its events, reply or add an internal note, change status, priority, assignee and fields, link devices and tasks, and merge, duplicate, split off or archive.
- Lend a spare from a ticketLend a device from the Spare pool while someone's own device is repaired, track it on the ticket, and take it back before the ticket is solved.
- Notifications and @mentionsThe bell tells you when a ticket or task is assigned to you, when someone updates one that's yours, and when someone @mentions you or your team. Every update on one ticket or task stays together in one row.
- TasksWork that isn't a ticket, or that a ticket needs done. See tasks as a table, a board or a calendar, add one-time, recurring or approval tasks, start them from templates, and work a task in its own view.
- Work ordersFacilities work orders are tickets in your Facilities department. Find where they live, what's different about them, and who can work them.
- My workA phone-friendly page of the open tickets and tasks assigned to you. Start and complete tasks, add a progress note and photos, and jump to a ticket.
- My ticketsFollow the requests you've made for help, read the support team's replies and answer them, close a ticket once it's fixed, and ask for help with a new ticket. Covers both My tickets in schoolAgent and the My requests page.
Settings
Every option, what it does and when to change it
- General ticket settingsThe reply box, verifying first-time senders, guest accounts, forwarded email, the "we got your request" email, removing personal information from old tickets, and your support email addresses.
- Ticket statusesRename, recolor, reorder and add the statuses tickets move through. Each status has a meaning (New, Open, Pending, Solved or Closed) that decides SLA clocks, reopening and reports.
- SLA targets and business hoursSet a department's default first-response and resolution targets per priority, count only business hours, warn and escalate before a target is missed, and check that SLA clocks are running. Topics can set their own.
- Ticket prioritiesThe priority levels tickets can have, their order, a fallback SLA target, the default for new tickets, and the AI criteria triage uses to pick one.
- Ticket typesEvery ticket has a type (Issue, Outage, Question or Request), set by a person, by AI triage or by its topic. These four replaced the ticket types each account used to make.
- Connect your calendarPut your task, ticket and approval due dates on your Google or Outlook calendar, see your events in schoolOS, and get marked out of office when your calendar says you're out.
- Ticket time trackingTurn the Time tab on tickets on or off, offer billable time, require time before a ticket closes, and log default minutes when none were.
- Ticket fieldsAdd your own fields to tickets, like a room number or a device serial, and choose which tickets they show on and whether they're required. What each option really does today.
- Ticket tagsThe labels you can put on tickets to group and filter them. Add, rename and remove tags, and why a tag in use can't be renamed.
- MacrosSaved replies agents drop into a ticket in one click, with values filled in from the ticket, and one-click actions like "Close as solved" that set the status, priority, assignee, team, type or topic.
- Status pageA page at your district's own address showing whether Clever, Canvas, Google Classroom and the rest of your products are working, with your team's own notes and email updates.
How it works
The ideas behind the product
- How tickets are routedWhat happens between a ticket arriving and a person working it. The order of the steps (channel, rules, AI triage, topic route, location's team, default team, team method), which step wins, and how to see why a ticket went where it did.
- ApprovalsHave a request approved before the team works it. Approval steps in a checklist say who approves, any one or all, and when a step applies; a Request topic applies them to every new ticket.
- VariablesPut a ticket's, person's, device's or your own fields' values into replies, macros, auto-responses, task templates and workflows with {{variables}}. Every variable, fallbacks, previews and what requesters never see.