How to Organize Your School District With a Help Desk Ticketing System
Technology specialists and technicians are the unsung heroes of school districts and often wear many hats in the course of a school day. Since the pandemic started, virtual learning has become the norm, so the need for tech support has increased exponentially.
If it seems like your support staff is maxing out its bandwidth, it might be time to consider implementing or upgrading your help desk system.
There are many choices out there, so when evaluating help desks, here are some factors to consider:
1. Select a Help Desk with Staff and Students in Mind
When shopping for a help desk system for your school district, it is important to consider the end-users: students and staff.
Adding a help desk with a few essential features to make the experience as streamlined as possible will alleviate stress and promote adoption in your technology department.
Customize Problem Types
Select a help desk with customizations that fit your school districts’ needs. With customizable problem types and sub-problem types, you can filter information to easily find tickets, minimize steps, and help resolve issues quickly.
Empower Users to Resolve Issues Independently
Ensure the help desk you select has the ability to create a knowledge base. By creating searchable FAQ articles, you can empower customers to troubleshoot issues on their own.
Ideally, the system will automatically present knowledge base articles to the individual by identifying keywords when creating a ticket. Reducing simple, common queries frees up your team and gives them more time to focus on complex projects, while also providing timely support to staff and students.
Maximize Visibility with Integrations
Choose a help desk system that integrates with other systems. By building a platform where asset management and help desk systems work together, users can easily submit tickets with device information prepopulated, helping technicians resolve tickets even faster.
If a student is experiencing an issue with their Chromebook, they can submit a ticket to the IT department for assistance. With an integrated help desk system and asset management platform, the ticket immediately includes information such as the assignment information, serial number, location, and any outstanding fees.
Prioritize Service Level Agreements
A help desk with SLA targets will inspire confidence in your staff and students. An SLA, or a Service Level Agreement, is a defined agreement between the service team and the end-user to outline expectations.
Opt for a help desk that enables your school district administrator to create and assign priorities that outline how quickly each ticket should be addressed and, ultimately, how quickly it can be resolved. Designating a specific time for each priority level allows your technicians to spend less time interpreting incoming tickets. Instead, they will have a realistic expectation of how much time a ticket will take to resolve, leading to easy prioritization.
2. Select a Solution That Sets Your Support Team Up for Success
While it is essential to consider your staff and students’ needs, it is also important to select a help desk solution with your technicians in mind.
3. Ensure Your Solution has Essential Features
When considering your future help desk options, ensure the system you select has essential features, not just nice-to-have options. Consider your school district’s needs when prioritizing features.
Some examples of “needs-to-have” instead of “nice-to-have” include:
- Ease of use
- Single Sign-On (SSO)
- Scalability (unlimited users, integration with asset management)
- Multiple ways to submit tickets
- Customizable fields
- Ticket Routing
- User Management
- Knowledge Base
- Time tracking
4. Schedule a Demo with Core Users
When you are ready to explore help desk options, schedule a demo with the core stakeholders.
Consider which department personnel will be on the call. Make sure to include individuals who will utilize the product and stakeholders responsible for gaining buy-in and communicating implementation.
5. Develop an Implementation Plan
Even before you’ve made a final decision regarding a new ticketing system, you should make a plan for switching help desks.
Your team’s next challenge is successfully communicating new mindsets, processes, and responsibilities to school district staff to ensure a smooth user and project adoption.
Learn more about evaluating a K-12 help desk with this guide, which will provide you with key questions to ask vendors:
Quickly respond to help desk tickets with GetHelp, Hayes integrated help desk system, so teachers, staff, and students stay focused on what matters most — teaching and learning.
GetHelp is Designed to Meet the Needs of Growing K-12 School Districts
As your school district grows, your assets grow, as does their impact on the classroom, and the problems you’re solving will increase at an even higher rate. GetHelp makes it easy to manage the influx of work orders to spend less time managing tickets and more time resolving them.
Teachers, staff, and students can submit help desk tickets through an online portal with built-in shortcuts for any assets already assigned to them in TIPWeb-IT. By integrating your platform with other systems, such as your SIS, you can simplify workflows with even further automation. By integrating GetHelp with TIPWeb-IT, providing customizable workflows, and maximizing visibility of your school district’s asset health, your district can save time, money, and resources.
Remember that we’re here to support you while you support your school district and ultimately empower educators.
Contact us to learn how GetHelp can empower your school district.