Help desk for universities that handles the start-of-semester peak

In the first week of term the IT team receives thousands of requests: passwords, registration, learning platforms, Wi-Fi. TixDesk points students to self-service fixes, ranks the rest, and serves students, faculty and staff with different channels and priorities.

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Support in universities

A university is a small city: colleges, buildings, labs and housing, with thousands of users in different roles. Most student requests repeat and can be self-solved, while a lecturer waiting in a classroom cannot.

TixDesk separates audiences and priorities, reduces repeat requests through self-service, and routes reports to college and building teams.

Challenges and what TixDesk changes

Request peak at term startKnowledge base and self-service for repeat requests.
Lecturer waiting in the classroomHigher priority for classroom reports during lectures.
Multiple colleges and buildingsLocation hierarchy and routing by building.
Many labs and devicesAssets per lab with history.
Academic and IT servicesA catalog for each provider.
Measuring satisfactionA rating after every request.

Typical request types

Example categories, priorities and teams we configure during rollout.

RequestCategoryUsual priorityTeam
Forgotten passwordAccountsLowSelf-service
Classroom projectorClassroomsHighField support
Learning platform downAcademic systemsCriticalSystems
Housing Wi-FiNetworkMediumNetwork
Lab softwareSoftwareMediumApplications

Scenarios

Approval steps are highlighted.

  1. Scan QR in the roomBuilding and room prefilled
  2. High priorityLecture in progress
  3. Nearest technicianIn the building
  4. FixWithin minutes
  5. RatingFrom the lecturer

Most relevant modules

Self-service portal

For students.

Knowledge base

Repeat answers.

Service catalog

Academic and IT.

Locations

Colleges and buildings.

Assets

Labs and classrooms.

Integrations

Single sign-on.

Expecting next term's peak?We show how self-service cuts requests.
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Questions from universities

Can it handle thousands of students?

Yes, and self-service reduces the requests that reach the team.

Do students sign in with university accounts?

Yes, with single sign-on.

Can each college run its own services?

Yes, with teams and services per college.

Does it integrate with the learning platform?

Depending on the interfaces the platform provides.

Support that survives the semester peak

Self-service for students, priority for classrooms.

  • Initial knowledge base
  • Portal with university sign-on
  • Colleges and buildings structure
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