Which departments is this ticket system for?

Currently this helpdesk is just for the Technology and Communications department. The Maintenance department continues to use Fame Asset Planner.

What do I do if I can't find the category I need?

Don’t worry about choosing the perfect category — submit the ticket and note that you had trouble finding the right one. That feedback helps us improve the categories.

Can I update my ticket after submission?

Yes — you can add comments, upload files, or reply to technician requests in the ticket thread to provide more information or clarify the issue.

How long will it take to get a response?

We aim to acknowledge tickets within 2 business hours, depending on our volume, and to resolve common issues the same day. Work that requires onsite attendance will be scheduled during the technician’s normal visits to or near the location. Complex requests or escalations may take longer; we’ll provide status updates.

How are tickets prioritized?

Tickets are assigned a priority based on impact. Within each priority level, tickets are handled in the order they were received. Quick and simple items that are easy to triage may be dealt with first depending on the situation. Ticket priorities are:

• Low — New requests, change requests, or issues that do not affect a user’s ability to work
• Normal — Issues that prevent a single user from working and cannot be worked around
• High — Issues that affect multiple users’ ability to work
• Critical — Issues affecting whole schools or the district as a whole

How do I escalate an issue?

If your issue isn't resolved in a timely manner, or is urgently time‑sensitive (for example, an exam situation), please have your school’s admin team contact the Director of Technology directly.

Who can view my ticket?

Tickets are visible to the Technology department, the ticket creator, and a school’s leadership team. Admins and designated approvers may also have access. If you need restricted visibility, send the request directly to the Director of Technology.

What is the Ideas forum?

The Ideas forum is where users can suggest and vote for new features, changes, or improvements they would like the Technology department to consider. Once an idea is posted, other users can vote for it.

What do I do if I can't find an article or guide in the Knowledge Base?

If you would like an article or guide added, submit it as an Idea on the Ideas forum.