Helpdesk
One inbox for every support request in your academy routed, answered, and resolved in one place
Students, teachers, staff, affiliates, schools and universities all raise tickets in the same queue. Route them to the right department, reply faster with canned responses, and turn a storefront enquiry into a tracked ticket — without ever leaving your dashboard.
- Every user type, one queue
- Departments & staff ownership
- Canned replies, one keystroke away
A help desk built for a teaching business
Every ticket, every request type, tracked from open to resolved — all inside your academy.
From request to resolved
A ticket, handled in four steps
Whether it comes from a logged-in user or your storefront contact form, every request follows the same clear path.
A request arrives
A user opens a ticket, staff open one on their behalf, or a storefront contact form comes in.
Routed & assigned
It lands in a department and is assigned to the staff member responsible for it.
Answered
Staff reply on a threaded conversation — inserting a canned response, attaching a file, or leaving a staff-only note.
Resolved & closed
The requester is notified at each step; stale tickets auto-close on the schedule you set.
Department routing
Give every request a home and an owner
Create sections like Billing, Technical or Enrollment, each with its own icon, image, and a specific set of staff you choose — never a role. A ticket lands in the right department and the right people see it, so nothing gets lost in a shared inbox.
- Named departments with an icon & image
- Specific staff assigned, not roles
- A visual, branded routing catalogue
- See ticket counts per department
Canned responses
Stop retyping the same reply
Write a greeting, a password-reset walkthrough or a refund policy once, give it a short shortcut like /welcome, and insert it into any reply with one click. Bodies are written per locale, so the same shortcut speaks the requester's language.
- Shortcut triggers, e.g. /welcome
- A body per locale — same shortcut
- Scope a response to one department
- Usage counts show what works
Two doors in
A ticket, or a storefront enquiry — one system
A logged-in user opens a tracked ticket directly; a visitor just fills your public contact form. Both land in the same place.
Raised by a logged-in user
Students, teachers, staff, affiliates, schools and universities open a ticket, or staff open one on their behalf — with a full conversation, attachments and status tracking.
Raised by an anonymous visitor
Your storefront's Contact Us form collects a name, email and message from anyone — no account needed — and staff can convert a good one straight into a tracked ticket.
The workspace
Everything a reply needs, in one screen
A single-ticket workspace shows the thread and the controls side by side: reply with a rich editor, attach files securely, insert a canned response, leave an internal note only staff can see, and change status or assignee — all without leaving the page.
- Staff-only internal notes
- Secure file attachments per reply
- Optional AI-drafted reply & summary
- A visible event timeline on every ticket
More in every ticket
The details a real help desk needs
Small touches that turn a message thread into a genuine support system.
Internal notes
Leave a staff-only aside on a ticket — the requester never sees it, and it's never emailed.
Secure attachments
Files travel with a reply through your storage, private and access-controlled.
Canned responses
Insert a saved reply by shortcut, scoped to a department if you like.
Departments & staff
Route by section and assign a named owner, not just a role.
Status timeline
Every status change, assignment and reopen is recorded and visible on the ticket.
Cross-type user search
Open a ticket for any student, teacher, staff, affiliate, school or university in seconds.
Contact-form conversion
Turn a storefront enquiry into a tracked ticket with a linked or new account.
Auto-close rules
Stale, resolved tickets close automatically on the schedule you choose.
All included
A real help desk, straight out of the box
No separate support plan to buy. Every academy gets the full ticket, department and canned-reply system from day one.
Support doesn't stop at tickets
The rest of your support toolkit
A helpdesk is one piece — pair it with self-serve answers and clear communication.
Help Center
Let users find answers themselves before they ever file a ticket.
Explore Help CenterAnnouncements
Broadcast an update to every user type at once, right from your dashboard.
Explore announcementsMessaging
Every ticket email and notification is logged, metered and isolated by tenant.
Explore messagingSupport leads trust it
Academies who stopped losing track of requests
Teams running their support desk with departments, canned replies and one shared queue.
Before this we managed support over email. Now every request lands in one queue, routed to the right department automatically — nothing slips through anymore.
Canned responses cut our reply time in half. I type /welcome and the whole greeting drops in, already in the student's language.
Our storefront contact form used to be a dead end. Now a good enquiry becomes a real ticket with one click, and we never lose the thread.
Questions
What academies ask about the help desk
Any user type on your platform — students, teachers, staff, affiliates, schools and universities — can have a ticket raised for them, and staff can open one on behalf of anyone they can find.
You create departments — Billing, Technical, Enrollment, whatever fits your academy — and assign specific staff members to each. A ticket picks a department and lands in that team's queue.
A reply is emailed to the requester and appears on the thread they see. An internal note is staff-only — the requester never sees it and it's never emailed; it's a colleague-to-colleague aside.
Yes. Your storefront's Contact Us form accepts a message from any visitor, spam-guarded by rate-limiting, a hidden trap field and a verification check. Staff can convert a good one into a full ticket, creating or linking an account in the process.
You set the auto-close and auto-complete timings in Support Settings; a daily check moves stale, awaiting or resolved tickets to closed automatically, and either side can reopen one afterward.
Yes — that's exactly what canned responses are for. Write it once, trigger it with a shortcut, and it can even be written per locale so it lands in the requester's own language.
Ready when you are
Run a real help desk for your academy today
Route by department, reply faster with canned responses, and never lose a storefront enquiry again — start building your support desk free.
Free to start · No credit card required · Every user type included