Help Desk Software for Schools
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everything HelpDesk is a help desk solution that helps users manage incidental requests, tracking issues and reports. Key features include multi-departmental desk support, dashboards, email and calendar integration. everythin...Read more about everything HelpDesk
Deskero by Nabra is a cloud-based help desk management solution designed for businesses of all sizes. It offers ticketing, multi-channel support, social media and chat support and reporting functionalities within a suite. Phone, A...Read more about Deskero
JitBit Helpdesk is an IT help desk management solution designed for companies of any size that offers automated routing, incident management, inbox management, ticket management and self-service portal functionalities within a sui...Read more about Jitbit Helpdesk
iSuppport is a help desk solution designed for small and midsize companies that offers incident management, problem management, change management, end user self-support and reporting functionalities within a suite. iSupport a...Read more about iSupport
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
SolarWinds Service Desk
SolarWinds Service Desk
SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses...Read more about SolarWinds Service Desk
NetSuite CRM+ is a cloud-based customer relationship management (CRM) solution for small and midsize organizations. NetSuite caters to thousands of customers across a wide range of industries including wholesale distribution, manu...Read more about NetSuite CRM
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 is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology-related issues. Key features include help desk automation,...Read more about SysAid
Salesforce Service Cloud
Salesforce Service Cloud
Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and o...Read more about Salesforce Service Cloud
InvGate Service Desk
InvGate Service Desk
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or othe...Read more about InvGate Service Desk
Specifically designed for customer-centric businesses, TeamSupport's customer support software provides you with the tools needed to fully understand and meet your customers' needs. Expanding far beyond just ticketing management...Read more about TeamSupport
NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support reques...Read more about NICE CXone
Now part of Enghouse Interactive, SmartSupport Knowledge Management Solutions is a plug-and-play knowledge base solution that caters to businesses of all sizes across various industries. The solution lets users streamline customer...Read more about Enghouse eKMS
HappyFox Help Desk
HappyFox Help Desk
HappyFox is a cloud-based customer relationship management solution that provides help desk and ticketing solutions to businesses across various industries, including computer and software, education, travel and leisure, media and...Read more about HappyFox Help Desk
Help Scout is a dedicated customer support platform built for growing teams to deliver best-in-class customer service. When you sign up you get access to an entire suite of tools, all optimized specifically for customer support. ...Read more about Help Scout
SAP Customer Experience
SAP Customer Experience
SAP Customer Experience is a cloud-based customer relationship management solution that helps small and mid-size businesses manage communication and interactions with existing and potential customers. It helps businesses to manage...Read more about SAP Customer Experience
Agiloft Contract Management Suite is a cloud-based contract management suite suitable for companies of all sizes. It offers workflow automation, budget and forecast reports, a search engine with optical character recognition (OCR)...Read more about Agiloft
Commence CRM is a cloud-based customer relationship management(CRM) solution that caters to small and mid-size businesses and helps them to manage communication with existing and potential customers. The solution includes various ...Read more about Commence
Sellsy is a cloud-based sales management solution for small to midsize businesses. Features include time tracking, sales automation and a help desk. It is suitable for industries such as advertising, construction, non-profit and r...Read more about Sellsy
Popular Help Desk Software for Schools Comparisons
Buyers GuideLast Updated: November 17, 2022
For 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.
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.