> ## Documentation Index
> Fetch the complete documentation index at: https://docs.deandesk.com/llms.txt
> Use this file to discover all available pages before exploring further.

# School support tickets

> Review requests, assign school administrators, reply to requesters, and escalate tickets to DeanDesk.

<Info>
  **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.
</Info>

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.

## 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.

## Find and triage tickets

Open **Support Tickets** from the Admin Dashboard. Search by ticket, name, or email and filter 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.

<Steps>
  <Step title="Assign an administrator">
    Choose an **Assigned administrator**, or leave the ticket unassigned while routing it.
  </Step>

  <Step title="Set priority">
    Choose **Low**, **Medium**, **High**, or **Urgent**.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

## Create a ticket

Click **New ticket**, enter the requested details, and choose **Create ticket**. This creates a ticket for your signed-in account and school. Keep the reference code when following up.

## Escalate to DeanDesk

If a request needs platform help, click **Escalate to DeanDesk**. Explain what needs assistance and what you have tried, then confirm the 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.