A New Way to Handle Support

Managing communication between students, teachers, and administrators has always been one of the biggest challenges in educational institutions. Emails get lost, messages go unanswered, and important requests fall through the cracks. That's why we built the Help Desk module — a centralized support system designed specifically for education.

The Help Desk module introduces a ticket-based system where students can submit questions, report issues, or request support. Each ticket is automatically categorized and assigned based on configurable rules, ensuring the right person gets the right request at the right time.

Key Features

  • Smart Ticket Routing: Automatically assign tickets to the appropriate department or staff member based on category, priority, and current workload.
  • Priority Levels: Four priority levels (Low, Medium, High, Urgent) with visual indicators and configurable SLA timers.
  • Real-Time Notifications: Instant notifications when tickets are created, updated, or resolved via in-app notifications and email.
  • Knowledge Base Integration: Suggest relevant help articles before a student submits a ticket, reducing support volume by up to 40%.
  • Performance Analytics: Track response times, resolution rates, and satisfaction scores with detailed dashboards.

How It Works

Students access the Help Desk from their portal sidebar. They can create a new ticket by selecting a category (Academic, Technical, Administrative, Financial), writing their message, and optionally attaching files. The system immediately notifies the assigned staff member.

Teachers and administrators see incoming tickets in their dashboard with color-coded priority indicators. They can respond directly, add internal notes visible only to staff, escalate tickets, or mark them as resolved. Students receive notifications at every step.

Built for Scale

Whether you're a small language school with 50 students or a large academy with 5,000+, the Help Desk scales with your needs. The module includes bulk actions, template responses, and an auto-close feature for inactive tickets to keep your queue manageable.

Since implementing the Help Desk module in our beta program, partner institutions have reported a 60% reduction in email support volume and 3x faster response times.

The Help Desk module is available now for all Professional and Enterprise plan subscribers. Starter plan users can access a limited version with up to 100 tickets per month.