OneDesk for Education Support Work Management
How does OneDesk help my Support team?
Provide Effective Support for Students and Faculty
Answer Student and Faculty Questions with Ticketing
Central student or staff support desks handle diverse inquiries. Use OneDesk's help desk to manage tickets from email, chat, phone logs, or a portal. Customize views based on inquiry type (e.g., admissions, IT, library). Track response and resolution times using SLAs. Report on support volumes and topics.
Student/Faculty Support Portal for Quick Answers
Organize tasks for student or staff support services. Break down complex issue resolution into subtasks for investigation, escalation, and follow-up. Set dependencies if one support team needs input from another. Schedule follow-up communications.
Measure Time on Student/Faculty Support
Student or staff support centers can track time spent resolving different types of inquiries. Use OneDesk's timer on support tickets or log hours via timesheets. Analyze which services or issues consume the most support time. Optimize support processes and staffing levels.
Organize Support Tasks for Students and Faculty
Streamline student and staff support centers with automations. Automatically route inquiries based on keywords (e.g., 'admissions,' 'financial aid,' 'IT support'). Send automated replies with links to relevant knowledgebase articles. Assign tickets based on agent availability or expertise.
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