See what a helpdesk changes at your institution
Before vs. after adding the helpdesk to iVake
Where you are today
Holding you back
Many addresses, no owner
Students write to the office email, the exam cell, accounts and a teacher’s WhatsApp, and nobody can see everything that is open.
Pain point
Exam form week buries the urgent
A student whose hall ticket is blocked waits in the same pile as dozens of password resets, with nothing to mark it as urgent.
Pain point
The projector nobody owned
A broken classroom projector is reported to a shared inbox that two people watch and neither owns, and it stays broken for weeks.
Pain point
The email everyone thought was answered
A scholarship query sits unread because each person on the shared mailbox assumed somebody else had replied.
Pain point
- 5+Addresses and numbers to contact
- WeeksBefore an unowned request surfaces
- 0View of what is open across offices
Your institution, transformed
Everything connected
One place to ask
Students and staff raise a request from the app or portal, and it lands in the right office’s queue.
Solved
Urgent first, by rule
Hall ticket blocks and exam-day failures go to a priority queue with a shorter deadline.
Solved
Every ticket has an owner
Assignment is automatic by category and campus, so a request can never belong to nobody.
Solved
Escalated before it is late
Timers start when the request is raised and alert a supervisor before a deadline is missed.
Solved
- 1Helpdesk for every office
- 1Named owner for each ticket
- 0Roll numbers asked for twice
Ready to make the switch? See how it works for your institution.
Routing and deadlines that put urgent work first
When every request lands in one queue with one priority, the student who cannot download a hall ticket waits behind a stack of password resets. Rules decide what is handled first, not the order emails arrived in.
- Tickets assigned by category, campus, requester type and each agent’s open work
- Priority queues for exam-blocking problems and campus-wide failures
- Timers from the moment a ticket is raised, with alerts before the deadline
A knowledge base that answers before a ticket is raised
The same questions take the same staff time every term. A searchable knowledge base answers the common ones first, and staff turn a good answer into an article as they close the ticket.
- Matching articles shown while the request is still being typed
- A resolved ticket turned into an article in one step
- Searches that found no article show where the gaps are
One view of service across every office
Without figures, a support team cannot show what it handles or argue for extra hands before exam season. The system that takes the tickets reports on them too.
- Separate queues for IT, examinations, accounts, hostel and facilities in one system
- Open, pending and resolved counts by office, agent, category and period
- A short satisfaction question sent automatically when a ticket closes
Helpdesk features
Everything you need to answer students and staff on time
Tickets from every channel
Raised from the app, the portal, or an email to an office address.
Automatic routing
By category, campus, requester type and agent workload.
Deadlines & escalation
Response and resolution targets, with alerts before they are missed.
Knowledge base
Self-help articles suggested while the request is typed.
Linked to the record
The student’s programme and semester, or the staff member’s department.
Queues per office
IT, exam cell, accounts, hostel and facilities, each with its own agents.
Status updates
Requesters told at each change of status, in the app or by email.
Service reports
Volumes, response times and satisfaction by office, agent and category.
Frequently asked questions
Get answers to common questions about the helpdesk
Can students check a ticket’s status without calling?
Yes. Students see every ticket they have raised, whether open, in progress, waiting on them or resolved, with the full conversation and attachments. They are told at each change of status, so there is no need to phone the office.
How does it cope with exam form and admission weeks?
Rules can follow dates in your academic calendar. During a window you define, categories such as hall tickets, exam forms or fee receipts go to a priority queue with a shorter target, while routine requests go to a standard queue. Escalation can tighten for the same window.
Can IT, the exam cell and accounts run separate helpdesks?
Yes. Each office has its own queue, targets, escalation chain and agents. A hostel supervisor sees hostel tickets only, and leadership sees performance across every office. Additional staff logins are never charged.
Does the agent see the student’s details?
Yes, within their permissions. Because the helpdesk runs on the same record as admissions, fees and examinations, the ticket shows the student’s programme and semester without asking for a roll number, and staff tickets link to the staff record. Access follows role, so an IT agent does not see marks.
How is the knowledge base kept current?
Articles are suggested while a request is typed, so common questions are answered first. When an agent closes a ticket with a good answer, they can turn it into an article in one step, and searches that found no article show what to write next.
How is this different from a general-purpose helpdesk tool?
A general helpdesk has to be connected to your student data before it knows who is asking. Here the requester is already on the record, deadlines can follow the academic calendar rather than generic office hours, and additional staff logins are never charged.
Where are ticket records kept, and who can see them?
Tickets are held in your region with the rest of your records. Access is set by campus, department, programme and role, and every change is written to the audit trail with the actor, the time and the previous value.
Cloud, hosted in your region
REST API & webhooks
SSO: Google, Microsoft & SAML- Encrypted, backed up daily
Built for the DPDP Act- Full security details
Built for your institution type
See how this feature works for your specific institution
CBSE, ICSE & state-board schoolsParent and staff requests to the school office, tracked
UniversitiesA queue per campus and office, one view for leadership
Degree collegesExam form and fee queries put first in peak weeks
ITIs, polytechnics & skill centresBatch, certificate and placement queries in one place
Playschools & pre-primaryParent requests answered by a named person- Residential & international schoolsHostel and facilities requests, each in its own queue
Integrations, comparisons & tools
Extend the helpdesk with integrations, see how iVake compares, and run the numbers
Related features
Grievance Management
Complaints numbered, routed to the right committee and tracked to an outcome.
Online Appointments
Meetings with offices and teachers booked against their real availability.
Community Forum
Searchable forums for programmes, clubs, hostels and alumni.
Polls
Quick questions to students, parents or staff, with answers counted as they arrive.
Examination System
Eligibility, hall tickets and results from the records already kept.
Mobile Application
Apps for parents, students and teaching staff on the same record.
More in engagement & outreach
Explore other features in this category
Ready to give every request an owner?
See how iVake routes student and staff requests to the right office, tracks them against deadlines and shows the record behind each one.
Try it free for 30 days. No credit card required.