School Help Desk Software
The help desk
Built for schools.
iiQ Ticketing is the help ticketing product that IT teams use to easily and intelligently manage hardware, software, and systems-related help requests.
Trusted by IT Professionals in Districts Across 48 States.
Lewisville ISD (TX)
Knox County (TN)
Cherry Creek (CO)
Dekalb County (GA)
Help Desk Ticket Creation
Submit help tickets in seconds.
iiQ Ticketing was built to support everyone in a school. Simple help submission for teachers and students, powerful workflows for support teams, and detailed analytics for administrators.
Help Desk Ticket Management
Receive and resolve data-rich help requests.
Provide IT teams with information-rich tickets by default. No more hunting for info — iiQ Ticketing automatically populates requests with relevant data.
IT Support for Schools
Asset data enables better support.
By integrating asset data into a district’s help desk, support teams receive richer help requests and leaders gain insights into the performance of educational technology.
Help Desk Ticket Analytics
Monitor trends and performance.
iiQ Ticketing assists leadership in identifying help request trends, and ensuring that resources are properly allocated to address support needs.
“The fact that Incident IQ was designed from top to bottom for a school means that we haven’t had to force-fit this solution. It’s intuitive, and users are able to navigate the system on their own with very little training.”
Philip D. Lacey, EdD
Director of Instructional Technology Services
Niles Township High School District 219, Illinois
Frequently Asked Questions
What is the use of school help desk software?
Help desk software allows users to submit help requests when a support issue arises. Help desk software assists support in tracking and resolving help requests. Help desk software allows organizations to decrease average ticket resolution time, and provide quickly and efficient support.
Schools can use help desk software to distribute their district’s support workload, and collaborate across teams to provide timely support to users.
What are the features of help desk software?
Help desk software includes features that allow users to create and manage help tickets, communicate with agents and requestors, integrate existing student and asset data, and track performance through analytics and reporting.
Essentially, help desk software is the primary point of contact for an organization’s IT support needs.
How do I use help desk software?
To use help desk software, users must first upload relevant student and asset data. This tells your help desk software what assets your district has, and who your user base is. Incident IQ has powerful, API-driven SIS and MDM integrations to incorporate this information into your help desk software. It’s also important to tailor help submission categories to your district, eliminating unnecessary options for users to sift through.
With asset and student information data, users can organize tickets, document work done on a ticket, schedule support sessions with requestors, create dynamic filters, and access detailed analytics.
Above all else, help desk software serves as a one-stop shop for the technical problems your organization might face — from a malfunctioning projector to a broken laptop.
What’s the difference between help desk and service desk?
A help desk focuses on resolving technical issues for users. For example, if a user has a broken laptop, they would go to the help desk for a fix.
A service desk, on the other hand, is focused more broadly on the user experience, which includes requests for additional information or new services. If a user was looking to get a new wifi hotspot assigned to them, they might contact a service desk for that request.
Largely, these differences are cosmetic. Both help desks and service desks allow support staff to accept, organize, and fulfill support requests from users.
Why do districts need a help desk built for schools?
One-size fits all solutions are a forced fit for K-12 school districts.
The K-12 technology challenge is unique. Enterprise help desks try to be everything for everyone — requiring enormous amounts of setup and customization to achieve desired results. The lack of focus on K-12 means that integrated district data like SIS, SSO, and asset data don’t make it into your workflow. These products are often priced for Fortune 500 companies, not K-12 districts.
Other K-12 solutions aren’t built for today’s classrooms.
Other K-12 help desks were built in the days of stationary computer labs and bulky textbooks. Today’s 1:1 and blended learning initiatives present districts with a much more challenging task — supporting large deployments of devices that are constantly on the move. Legacy help desks simply aren’t built to support modern-day classrooms.