An effective help desk software is a game-changer. It changes the way queries are received and solved. The manual process is both time-consuming and tedious. Sometimes, especially at the start of a new session, the number of queries is relatively high. Excel sheets or emails are not enough, especially during the admission season. It becomes challenging to handle all the queries and get them solved timely.
A help desk system comes to the rescue in such a position. It provides a platform to report and solve all the incoming queries and so helps you prioritize and solve them timely. It helps make this process transparent for the faculty members, the admin, and the students.
To explore more benefits, read further about why help desk software is required in the educational sector.
1. Helps In Administration:
Let’s be honest, the admission process is tedious. It involves so much paperwork and original documents to and for verifying them. What if I told you that this process could be streamlined with the help desk software for education?
The help desk makes the admin tasks easy and error-free. Admin team needs to take care of many things from enrolling a student to verifying their documents, onboarding them, informing about the process, and managing and enrolling them in their respective subject.
With the new semester comes new subjects. It makes it difficult for the administrator to make timetables and enroll students in their new subjects. Simultaneously, they need to solve the queries and help students with the scholarships. The help desk can help the admin team prioritize their job and give transparency in the process.
A help desk converts queries into tickets and is specially assigned to a particular person, and everyone from the admin or the student can track their query from the same portal.
2. Portal For Students:
Students need to submit so many things aside from their regular assignments, practicals, and tutorials. They need to be updated regularly about the timetable, courses, and grades changes. They also need to track their progress, tests, and performance.
For a change in the grade or if they want to improve their grade, they can help themselves. If they are unable to do it on their own, then a ticketing system might help. It acts as a good portal for group discussions and other discussions about different clubs and events.
3. One-Stop Solution:
You need to take care of multiple departments in an educational institution. Every process and department has a different point of contact person. Therefore, you need to provide each department’s POC person’s email address and phone numbers on the portal.
A help desk software for schools is beneficial as it brings everything together on a single portal. You can set your ticketing system to categorize the incoming queries based on the time and dates. Say selecting a department for the query. Then, later that query generates a ticket from that specific department and directly sends it to the person of contact. Eventually, it is error-free and helps reduce conversation time and waiting time for the students.
4. Analyzing Reports:
Analyzing data helps customers feel heard and satisfied. A help desk software ensures that the help you have set for your customers reaches them timely in the correct manner.
It helps to keep track of the agent’s activities, which helps review their performance. It ensures less response time, high efficiency, and resolution rate. Users can highlight the answers on the tickets so that the other person from the team can directly view that.
5. Enhances User Experience:
A help desk software can be accessed by the admin team, the students, and other faculty members from anywhere and at any time. It is a one-stop solution, where all the queries get registered and later solved by human agents. It makes the process easy, transparent, and frictionless for everyone. So, if any error occurs, it can be identified and solved then and there.
To improve communication among the students and the admin department of your institution, you need help desk software. Apart from making the process transparent and error-free, it helps with reporting and performance analysis of your team. You can analyze their efficiency and take future decisions based on the common queries received. It helps build trust and reliability.