Revelation Supports School Districts
Some of the real power in
Revelation helpdesk comes from the fact that it can be customized to look and act as if it was designed to support a specific industry. Today’s example - School Districts.
School Districts come in all sizes but they are basically the same. There are one or more administrative buildings, a variety of different school buildings, and virtually no support staff. In many cases the district relies on teachers or staff at each building to act as a sort of 'local support tech' so that many small issues can be resolved before they are even sent to the proper help desk. Let’s take a look at how
Revelation fits in.
First of all we'll make some changes in the personalization module.
The personalization module lets me change the terms and phrases that
Revelation helpdesk uses. I can also change the branding on the login, internal masthead & each customer's self service portal.
Now in the phrase control area I've made some specific changes to Client, Clients, Contact & Location
Now - the next piece has to do with access levels and structure. Some school districts will have a designated person in each school or building who is the local point person for trouble tickets. An end user (other staff person or a student) will go to this person and report the problem they are having. This individual will then either fix the problem or pass it on to the proper helpdesk. This is not that dissimilar to a multi-tiered helpdesk except the first tier in this case has very limited knowledge. In some cases all this person does is determine if it is an issue worth fixing and acts as a gatekeeper - logging only those trouble tickets that actually require attention.
Revelation handles either of these structures well. If the individual is a gatekeeper and is required only to determine which tickets get logged and which don't then in
Revelation helpdesk they would be the only person in the school or building with access to the Self Service portal. Through this portal they can log new tickets, and check the status on - or comment into - current open tickets. In this way they can also feed back to the relevant parties as the ticket progresses and then again when it is resolved. Another benefit to this scenario is that the Self Service portal is license free so the school district does not need to purchase licenses for these individuals.
However, if they are required to handle some tickets themselves and the school district needs this information to be tracked then they'd be assigned the Staff Plus access level in Revelation. In this way they'd be able to work on tickets originating form their building or school and pass on tickets that hey could not resolve on their own.
The benefit to this configuration is that all of the information is being tracked in
Revelation.
But we haven't seen what our phrase control has done for us - so let’s take a look.
When I want to log a new ticket this is what I see
So
Revelation is already behaving as if it were created for a School District.
In the reporting section the Administrators can run reports by school (a high school) or by school type (all elementary schools), by individual or more.
If you'd like to learn more about Revelation - please
visit the website or check out our
videos on You Tube.
Thanks