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School-level feature — school admins manage Support Tickets within yourschool.deandesk.com. Institution and DeanDesk staff may also assist when they have access to a ticket.

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Video walkthrough

This walkthrough uses the real DeanDesk interface with the fictional Northstar Academy demo school and a calm, AI-generated English voice. Payments and outside services are not connected in the demo.
Screenshots use fictional Northstar demo data. The Support Tickets workspace brings school requests into a shared queue. It replaces the older feedback task-list workflow with ticket ownership, priorities, conversations, and history.

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Request help as a member

Choose Get support in the school portal, select a topic, and describe the issue. After submission, keep the reference code and use View your support tickets to open your requests at /support. The support form requires sign-in; visitors who cannot sign in are directed to DeanDesk support by email.

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Find and triage tickets

In the Admin Dashboard sidebar, open Operations → Support Tickets. Use Search tickets, names or emails and the status, assignment, and escalation filters to narrow the queue. Active tickets excludes resolved/closed work; choose All statuses to review completed requests. Open a ticket to see its reference code, requester details, original description, available page/application context, response due date, and conversation. The queue highlights urgent or high-priority requests and overdue tickets.
1

Assign an administrator

Choose an Assigned administrator, or leave the ticket unassigned while routing it.
2

Set priority

Choose Low, Medium, High, or Urgent.
3

Update status

Use New, Open, In progress, Waiting on staff, Waiting on requester, Resolved, or Closed to reflect the next action. Changes are saved when you select them.
Northstar demo: Support Tickets

Northstar demo — Support Tickets

Open full-size screenshot

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Reply or add a private note

Use Message visibility to choose Reply to requester or Private staff note before writing. Click Send reply or Save private note accordingly. Requester replies are visible to the requester; email delivery uses the verified account address. Private notes are visible only to school, institution, and DeanDesk staff with access to the ticket. A ticket without a linked requester account or email intake supports private notes only. Expand Ticket history to review prior updates. Opening another ticket does not send a reply draft.

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Create a ticket

Click New ticket. In the New support ticket dialog, enter a Subject and Description, then click Create ticket. This creates a ticket for your signed-in account and school. Keep the reference code when following up.

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Escalate to DeanDesk

If a request needs platform help, click Escalate to DeanDesk. In Escalation reason, explain what needs assistance and what you have tried, then click Confirm escalation. DeanDesk employees receive the ticket and its conversation. The ticket shows an escalation notice while DeanDesk is assisting. Continue using the same ticket for school coordination and requester communication so the history stays together.

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Notification settings and conversation history

Use Notification settings to control the administrative notifications offered by the school workspace. These settings are separate from a ticket’s status, priority, assignee, and escalation. A ticket’s conversation distinguishes public replies from private staff notes and identifies messages from DeanDesk after escalation. Review message visibility before posting. Escalation gives DeanDesk the context needed to help; it does not replace your school’s own ticket triage.