Nowadays, universities and schools are continuously strained by budget cuts as opposed to the rising demands. This drives the pressure for smarter and more efficient education technology that would be simple to implement with low risks. A help desk for education streamlines your organization’s (school or department) support requests into a single and easy-to-use interface. You do not specifically need hardware, training, or IT maintenance for the same.
With a help desk for education, you can intuitively manage queries and set up a knowledge base for FAQs. So, instead of getting overwhelmed with queries and complex (disconnected) IT tools, you can now focus on helping your staff members and students. Let’s look at some of the use-cases of help desk software for schools:
1. Streamlining Customer Queries
IT teams at multiple educational institutions get questions and complaints from staff through email, phone calls, and offline queries. Support staff usually spend a lot of time and effort keeping track of all pending requests. A help desk for education changes this scenario as teams will no longer have to spend excessive time organizing their work. A customizable inbox makes it easy for every team member to keep track of their pending staff queries. They can also categorize and sort tickets automatically based on priority.
2. Quick Access to Answers Through Self-service
Customer service departments in an educational institution and IT teams typically spend a lot of time answering repetitive questions. Hence, the number of queries the IT team has to work with decreases. With a help desk for education, you can easily create a self-service portal for staff and students. Staff members can get answers to their questions immediately using the portal.
3. Full Context
For every query, the help desk provides context for the person writing to them and the history of issues they have reported. IT teams can immediately work on troubleshooting the issues without having to worry about asking the staff for more information.
4. Streamlines Tasks for Administrative Teams
The role of administrative teams in educational institutions is extremely complex. They juggle multiple things, including enrolling students, onboarding them, managing infrastructure, managing classes, and so on. Admin teams are usually buried under a lot of work at the beginning of a new term. At this time, managing the inflow of queries is the most tiring task of all. A support help desk for education can simplify tasks promptly and can eliminate repetitive work. An ideal helpdesk can convert queries into tickets, assign them to support agents, and let you categorize them, all from a single interface.
5. Streamline the Queries
Through help desk software for education, you can set routing rules and categorize the incoming queries that you receive. You can provide an option to users by asking them for the department they seek help from. Once you receive the query, you can route this query automatically to the concerned department.
6. Notification For Students
Through a help desk for education, you can inform students about the courses, timetables, grades, progress, performance, tests, etc. Through self-help options, students can view the test results and solve queries on their own. Through a help desk, they can even generate queries via tickets quickly.
7. Collective Interface to Manage Everything
A help desk for education brings everything together in a single interface. This is perhaps the most significant benefit of a help desk. It is the best way to manage multiple POCs from multiple departments.
8. Make Data-Driven Decisions
Analytics plays a significant role in decision-making for any industry. Educational organizations also need critical insights into their services in order to improve. Reporting can increase customer satisfaction, and it can help you ensure that your agents are performing their duties. Reporting also ensures fair ticket management, lower average response time, increased efficiency, resolution rate, and so on.
The Bottomline
A help desk for education helps teams coordinate between staff and students. With a help desk, teams can collaborate efficiently with different departments without losing sight of their own tasks. A help desk for education provides a source of information that anyone can access at any time. It creates a conducive environment for everyone and lets you address all issues from a single place.
