Every problem gets a ticket.Every ticket gets fixed.
Support for the whole school, not just the admin office.
Every school on Edtechified gets its own helpdesk. Anyone who uses the system — admins, teachers, parents and students — can raise a ticket in a few taps, see who is handling it, and get told the moment it is fixed.
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A dedicated helpdesk, built into Edtechified.
Every issue becomes a ticket with a number, an owner and a status.
A card reader that stops scanning. A fee receipt that will not download. A result that looks wrong. Each one is logged as a ticket the moment it is reported, assigned to a named person on our team, and tracked until it is closed. Nothing is lost in a WhatsApp group or a forwarded email.
Professional support software, run for you.
Your school gets the same class of helpdesk that large support teams use: tickets, targets, assignment, reporting. We set it up, run it and keep it working, so your school never has to.
Self-service portal
Raise a ticket from the app or the web. See every ticket you have open and its current status, without asking anyone.
Response and resolution targets
Every ticket carries a service-level target. A timer shows when it is due and flags it the moment it slips, so nothing sits unnoticed.
Automatic assignment
Tickets route to the right person by type and priority. A payroll question and a gate fault do not land on the same desk.
Knowledge base
Common answers live in searchable articles. Many questions are solved before a ticket needs to be opened.
Email becomes a ticket
Send an email and it is logged automatically. Every reply is threaded on the same ticket, so the full history is in one place.
Satisfaction ratings
When a ticket closes, the person who raised it rates the outcome. You see the scores, not just our word.
Private team notes
Our engineers discuss a fix inside the ticket without cluttering what the reporter sees. The reporter gets clear updates only.
Reports for leadership
Ticket volume, time to first response, time to resolution and ratings, by campus and by type. Ready for a board meeting.
Teachers, parents and students report issues directly.
Nobody has to go through the school office first.
A parent whose app will not open should not have to phone the school. A teacher whose register will not save should not have to wait for the IT lead. Each role has its own way to report a problem, and each person sees only their own tickets.
School admins
Raise, prioritise and follow every ticket in the school from one board. See what is open, who has it and how long it has been waiting.
Sees all tickets for the schoolTeachers
Report straight from the register, the gradebook or the timetable. The ticket already knows which screen and class you were on.
Sees their own ticketsParents
Report from the parent app, in their own language. Track the ticket from their phone instead of calling the office.
Sees their own ticketsStudents
Report a missing result or a login problem from the student app. Same ticket, same tracking, same team.
Sees their own tickets
Fee receipt will not download
Parent · Grade 4 · Main campus
- Reported from the parent app
- Assigned to a support engineer
- Reply: cause found, fix in progress
- Resolved · receipt now downloads
- Parent asked to rate the outcome
Privacy is built in. Parents and students see only the tickets they raised. School admins see every ticket for their school. Our team sees what it needs to fix the problem, and nothing more.
Every ticket tells you exactly where it is.
You never have to ask for an update. The ticket status changes as the work happens, and the person who raised it is notified at each step.
- OpenReported and waiting for our first reply.
- RepliedWe have answered and are waiting to hear back from you.
- PausedWaiting on something outside the ticket, such as a third party.
- ResolvedFixed. You are asked to confirm and rate it.
- ClosedConfirmed and done. The full history stays on record.
| Priority | What it means | Example |
|---|---|---|
| Blocking | The school cannot run | The gate will not scan. Nobody can sign in. Results will not publish on results day. |
| Urgent | Part of the day is broken | One campus's notifications are not going out. A report shows the wrong total. |
| Normal | Wrong, but there is a way round it | A filter misses a case. A column exports in the wrong order. |
| Request | You want something new | A new report, a different workflow, another field on the admission form. |
Every ticket is graded as soon as it lands. The grade decides who picks it up and how fast.
Four ways in. One helpdesk behind all of them.
However a problem reaches us, it becomes a ticket in the same helpdesk. You choose the channel that suits the moment.
- Inside the appReport it where it happened. The ticket carries the campus, the role and the screen, so nobody describes the problem twice.
- WhatsApp and phoneWhen the gate is queueing and the reader has stopped, a message beats a form. A named person picks it up and logs the ticket for you.
- EmailEvery email to support becomes a ticket automatically. Change requests, exports and anything an auditor may ask about later.
- On siteAdmissions week, exam week, day one of a new campus. For the weeks that decide a school's year, we come to the building.
The team that answers is the team that built it.
You are not routed through a call centre reading from a script. The people on the helpdesk are the engineers who built the attendance service, the gradebook and the fee ledger. That is why the second reply is usually the fix, not another question.
Same team, every channel
App, email, WhatsApp, phone or on site. It is the same people and the same ticket.
Mobile apps included
iOS and Android for parents, students and staff are supported on the same hours as the web. Store releases and OS updates are handled by us.
Your school's name on the app
The app goes out under your school's name, icon and colours. Parents download their child's school, not a vendor.
Built for a weak signal
A register in a basement classroom and a scan at a gate on a bad connection both have to work. They do.
Want something new? We plan it before we build it.
A feature request is a ticket too. It goes through the same five steps every time, so nothing is built on a guess and nothing appears on a Monday morning that nobody was told about.
You ask
A sentence, a screenshot or a note in a meeting is enough. No write-up needed.
We ask back
Who else does this affect? What do you do today instead? Should it apply to one campus or all? Who must not see it?
You get a written plan
What changes, what it replaces, what it does not do. If it is not what you meant, correcting it costs a message, not a release.
We build and test it
Against your own grades, fee heads and roles, not a demo school. Anything touching attendance, marks or money is checked twice.
It rolls out
Announced before it appears, never during exam week, and documented where your staff already look.
What we will never do
- Ship a change overnight that alters how your staff worked yesterday.
- Make a change for one school that quietly breaks another.
- Say yes in a meeting and not write it down.
- Roll anything out during exam week.
See the helpdesk before you sign anything.
Send us a real problem from your school. We will show you the ticket it becomes, who picks it up, and exactly what a parent or teacher would see while it is being fixed.