Finding software can be overwhelming. Software Advice has helped hundreds of schools find the right help desk software for schools to provide easy and reliable support to students and staff members.
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Utilizing deep learning and intelligent UI technology, Ellie is a voice-enabled virtual assistant that helps businesses across the BGFI, Telecom, FMCG/Retail industries with employee engagement, cost reduction, and lead gen by automating... Read more
Platforms: MacWinLinux
Deployments: Cloud
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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 and... Read more
Platforms: MacWinLinux
Deployments: Cloud
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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
Platforms: MacWinLinux
Deployments: Cloud
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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 relates issues. Key features include help desk automation,... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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LiveHelpNow multi channel help desk/call center software facilitates real-time customer service communications via the following channels: Live chat, Chat Bot, SMS/Text, Email, Facebook, VoIP(Phone) as well as provides ability to... Read more
Platforms: MacWinLinux
Deployments: Cloud
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Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and forms... Read more
Platforms: MacWinLinux
Deployments: Cloud
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Asset Vue provides cloud-based IT asset management solutions, which helps businesses of all sizes across industries to track inventory in real-time and record their functional status and location. Companies in regulated industries... Read more
Platforms: MacWinLinux
Deployments: Cloud
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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 other... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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Capacity is a cloud-based help desk and knowledge base solution that utilizes AI-powered automation to enhance workflows and business processes for finance, insurance, manufacturing, software and education industries. Capacity's core... Read more
Platforms: MacWinLinux
Deployments: Cloud
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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, social... Read more
Platforms: MacWinLinux
Deployments: Cloud
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GoCodes is a cloud-based asset and inventory tracking solution for small and midsize companies in the accounting, education, construction, engineering and health care industries. Key modules include fixed asset accounting, inventory... Read more
Platforms: MacWinLinux
Deployments: Cloud
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The BOSS Solutions Suite is a fully integrated ITIL based Service Desk/Help Desk and IT Asset Management solution available on-premise or on the cloud. It incorporates an award winning user-friendly interface and a powerful Service... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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Simplisys provides SaaS solution to organizations of all sizes, helping streamline processes for customer support, IT, HR and facilities teams. It is primarily designed to help teams communicate with customers and resolve issues. The... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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IncidentMonitor is an information technology service management (ITSM) solution to support IT, ITIL and other business processes. It can be deployed on-premise or hosted in the cloud. The service management framework offers ITIL process... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base.... Read more
Platforms: MacWinLinux
Deployments: Cloud
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Bloomfire is a cloud-based collaboration platform that aims to help enterprise employees search for information to do their jobs by connecting people with information and knowledge. Bloomfire delivers content management and social... Read more
Platforms: MacWinLinux
Deployments: Cloud
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HelpCrunch is a customer communication platform combining live chat, email marketing automation and a help desk in one solution. The solution helps support, sales and marketing teams to acquire, convert leads and support their customers.... Read more
Platforms: MacWinLinux
Deployments: Cloud
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Shelf is a cloud-based digital knowledge and content management system designed to help businesses of all sizes find, organize and share content. Key features include content tagging and prioritizing, team collaboration, content analytics... Read more
Platforms: MacWinLinux
Deployments: Cloud
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Syxsense Manage is a cloud-based IT management and MSP software that allows administrators to configure and access in-network and out-of-network endpoints. Syxsense Manage allows service providers and IT professionals to discover and... Read more
Platforms: MacWinLinux
Deployments: Cloud
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ChangeGear by SunView Software
ChangeGear is SunView Software’s flagship IT Service Management platform solution. ChangeGear delivers a comprehensive solution for enterprise with innovative IT Service Management capabilities, ITIL-based modules, the award-winning... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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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.
Ticket management on DeskproCommon 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.