EduDesk Guide for Teachers & Staff

This guide will help teachers and staff members effectively use the EduDesk system to report and track IT issues in your school.

Getting Started

Accessing EduDesk

  1. Go to https://edudesk.org in your web browser

  2. Click "Sign In" in the top-right corner

  3. Enter your school email address and password

  4. If this is your first time logging in, you may need to:

    • Select your school from the dropdown list

    • Complete your profile information

    • Set a permanent password

Dashboard Overview

After logging in, you'll see your dashboard with these key sections:

  • My Tickets: View all your submitted tickets

  • Create Ticket: Submit a new IT support request

  • Knowledge Base: Access self-help resources

  • Announcements: Important IT notifications from your school

Submitting a New Ticket

When you encounter an IT issue, follow these steps to submit a support ticket:

  1. Click the "Create Ticket" button on your dashboard

  2. Fill in the ticket form:

    • Title: Brief description of the issue (e.g., "Projector not working in Room 203")

    • Description: Detailed explanation of the problem

    • Location: Where the issue is occurring (e.g., classroom, lab)

    • Device Type: Select the relevant hardware (computer, printer, etc.)

    • Priority: How urgent the issue is (Low, Medium, High)

    • Attachments: Add screenshots or files that help explain the issue (optional)

  3. Click "Submit Ticket"

Tips for Effective Ticket Submission

  • Be specific about the issue you're experiencing

  • Include any error messages you see

  • Mention steps you've already taken to resolve the problem

  • Provide contact information if follow-up is needed

  • Add relevant attachments (screenshots, documents)

Tracking Your Tickets

After submitting a ticket, you can track its progress:

  1. Go to "My Tickets" on your dashboard

  2. View your tickets sorted by status (Open, In Progress, Resolved)

  3. Click on any ticket to see:

    • Current status

    • IT staff assigned to the ticket

    • Communication history

    • Estimated resolution time

Ticket Statuses

  • Open: Ticket has been submitted but not yet assigned

  • Assigned: An IT staff member has been tasked with resolving the issue

  • In Progress: Work on resolving the issue has begun

  • Waiting for Info: IT staff needs additional information from you

  • Resolved: The issue has been fixed

  • Closed: The ticket has been completed and verified

Communicating with IT Support

You can communicate with IT support staff directly through the ticket:

  1. Open the ticket from your "My Tickets" list

  2. Scroll to the bottom to find the comment section

  3. Type your message or question

  4. Add attachments if needed

  5. Click "Add Comment"

All communication is recorded in the ticket history for reference.

Using the Knowledge Base

The Knowledge Base contains solutions to common problems and can help you resolve issues quickly without waiting for IT support:

  1. Click "Knowledge Base" in the main navigation

  2. Browse categories or use the search bar to find relevant articles

  3. Follow the step-by-step instructions to resolve your issue

Popular Knowledge Base articles include:

  • Connecting to the school Wi-Fi network

  • Printing troubleshooting

  • Password reset procedures

  • Projector connection guides

Providing Feedback

After your ticket is resolved, you'll be asked to provide feedback on the support you received:

  1. Rate your satisfaction with the resolution (1-5 stars)

  2. Add any comments about your experience

  3. Submit your feedback

This helps the IT department improve their service.

Best Practices

  • Check the Knowledge Base first: Many common issues have documented solutions

  • Be detailed in your descriptions: The more information you provide, the faster IT can help

  • Respond promptly: If IT staff asks for additional information, respond as soon as possible

  • One issue per ticket: Submit separate tickets for unrelated problems

  • Follow up appropriately: Use the ticket system rather than email or phone for follow-up questions

Getting Help

If you need assistance using the EduDesk system:

  1. Click on the "Help" icon in the bottom-right corner of any page

  2. Check the FAQ section for common questions

  3. Contact your school's IT administrator for system-specific questions

  4. Email support@edudesk.org for technical issues with the platform

Remember, the EduDesk system is designed to make IT support more efficient for everyone. By following these guidelines, you'll help your IT team provide faster and better service to the entire school.

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