Ticket Management
The ticket management system is the core functionality of EduDesk, providing a streamlined process for submitting, tracking, and resolving IT support requests.
Overview
EduDesk's ticket management system allows:
Users to submit detailed IT support requests
IT staff to organize, prioritize, and track issues
Administrators to monitor support operations
Everyone to communicate efficiently about technical problems
Ticket Lifecycle
1. Creation
A ticket is created when:
A user submits a support request through the web interface
An email is sent to a designated support address
IT staff creates a ticket on behalf of a user
A ticket is generated automatically by monitoring systems
2. Assignment
Once created, tickets are:
Automatically assigned based on category, priority, or load-balancing rules
Manually assigned by IT administrators
Self-assigned by IT staff members
3. Processing
During this phase:
IT staff investigates the issue
Updates are added to the ticket
Status changes reflect progress
Users can add comments or additional information
4. Resolution
A ticket is resolved when:
The issue has been fixed
A solution has been implemented
The user's request has been fulfilled
A workaround has been provided
5. Closure
After resolution:
The user confirms the issue is resolved
Feedback is collected on the support quality
The ticket is closed and archived
Knowledge gained is documented for future reference
Creating a Ticket
For End Users
Log in to your EduDesk account
Click "Create Ticket" on the dashboard
Fill in the ticket form:
Title: Brief description of the issue
Description: Detailed explanation of the problem
Category: Type of issue (Hardware, Software, Network, etc.)
Priority: Urgency level (Low, Medium, High)
Location: Where the issue is occurring
Attachments: Screenshots or relevant files
Click "Submit Ticket"
For IT Staff (on behalf of users)
Navigate to the Ticket Management section
Click "Create Ticket"
Select "Create on behalf of user"
Search for and select the user
Complete the ticket form with all relevant details
Click "Submit Ticket"
Ticket Categories
Standard categories include:
Hardware: Physical device issues
Software: Application or operating system problems
Network: Connectivity or access issues
Account: Login or permission problems
Email: Email-related issues
Printing: Printer or scanning problems
Classroom Technology: Interactive boards, projectors, etc.
Training: Assistance with learning new systems
Other: Miscellaneous requests
Administrators can customize categories to match their school's specific needs.
Priority Levels
Tickets are assigned priority levels that help determine response times:
Low: Minor issues that don't impact daily operations
Medium: Issues that affect productivity but have workarounds
High: Significant problems affecting multiple users or critical functions
Urgent: Critical issues that prevent essential operations (Premium tier only)
Ticket Statuses
Tickets progress through various statuses:
Open: Newly created, not yet assigned
Assigned: Allocated to an IT staff member
In Progress: Currently being worked on
Waiting for User: Requires additional information from the user
Waiting for Third Party: Requires external vendor assistance
Resolved: Solution implemented
Closed: Confirmed fixed and completed
Viewing and Managing Tickets
For End Users
Log in to your EduDesk account
Go to "My Tickets" on the dashboard
View all your tickets sorted by status
Click on any ticket to:
See details and history
Add comments or information
Upload additional attachments
Confirm resolution
For IT Staff
Access the Ticket Management section
View tickets in various ways:
All tickets
My assigned tickets
Filtered by status, category, or priority
Search by keyword or ticket number
Click on a ticket to:
View complete details
Update status
Add internal notes
Add public comments
Assign or reassign
Link to knowledge base articles
Upload files
Log time spent
Ticket Communication
Adding Comments
Open the ticket
Scroll to the comments section
Type your message
Select visibility (public or internal)
Add attachments if needed
Click "Add Comment"
Email Notifications
Users and IT staff receive email notifications for:
Ticket creation
Status changes
New comments
Resolution
Approaching SLA deadlines (Pro & Premium)
Email notification preferences can be configured in user profiles.
Advanced Features
Ticket Templates
For common issues, create templates with pre-filled information:
Go to Ticket Management settings
Select "Ticket Templates"
Click "Create Template"
Define default values for fields
Save the template
Use when creating new tickets
Bulk Actions
Process multiple tickets simultaneously:
Select tickets using checkboxes
Click "Bulk Actions"
Choose an action:
Assign to staff member
Update status
Change priority
Add tags
Merge tickets
Ticket Merging
Combine duplicate tickets:
Select related tickets
Click "Merge Tickets"
Select the primary ticket
Confirm the merge
All history and attachments will be combined
Time Tracking
Monitor time spent on support tasks:
Open a ticket
Click "Log Time"
Enter hours/minutes spent
Add a description of work done
Save the time entry
Reports can show time spent by category, user, or IT staff member.
Service Level Agreements (SLAs)
Basic SLA Features (All Tiers)
Default response time targets based on priority
Visual indicators for approaching deadlines
Basic SLA reporting
Advanced SLA Features (Pro & Premium)
Custom SLA policies based on:
Ticket category
User department
Time of day/week
Escalation rules for missed targets
Detailed SLA compliance reporting
Business hours configuration
Automation Rules (Pro & Premium)
Create rules to automate ticket handling:
Go to Ticket Management settings
Select "Automation Rules"
Click "Create Rule"
Define conditions:
Ticket properties (category, priority, etc.)
Keywords in title or description
User department or role
Set actions:
Auto-assign to specific staff
Change priority
Add tags
Send notifications
Enable the rule
Ticket Reporting
Generate reports on ticket activity:
Go to the Reports section
Select "Ticket Reports"
Choose report type:
Volume by category
Resolution time
Open vs. closed
SLA compliance
Set parameters (date range, categories, etc.)
Generate and view the report
For more information, see Reporting & Analytics.
Integration with Other Features
Knowledge Base Integration
Suggest relevant KB articles during ticket creation
Link KB articles to ticket responses
Create KB articles from ticket solutions
Asset Management Integration
Link tickets to specific hardware assets
View asset history when troubleshooting
Track recurring issues with specific equipment
AI-Powered Suggestions (Premium)
Receive solution recommendations based on ticket content
Identify similar past issues and their resolutions
Suggest relevant knowledge base articles
Best Practices
For Users
Provide clear, detailed descriptions
Include error messages and screenshots
Respond promptly to requests for more information
Check the knowledge base before submitting tickets
For IT Staff
Update ticket status regularly
Document troubleshooting steps in internal notes
Use consistent categorization
Link to knowledge base articles when available
Document solutions thoroughly
For Administrators
Review ticket metrics regularly
Adjust staffing based on ticket volume and categories
Update categories and templates as needed
Ensure knowledge base covers common issues
Provide regular training on ticket system usage
Troubleshooting
Common Issues
Missing notifications: Check spam folder and notification settings
Cannot create tickets: Verify user permissions and account status
Tickets not appearing: Check filter settings and search parameters
File upload errors: Ensure files meet size and type restrictions
For additional assistance, contact support@edudesk.org.