{"id":35315,"date":"2026-07-18T21:19:03","date_gmt":"2026-07-18T18:19:03","guid":{"rendered":"https:\/\/getscl.com\/?page_id=35315"},"modified":"2026-07-28T11:36:45","modified_gmt":"2026-07-28T08:36:45","slug":"support","status":"publish","type":"page","link":"https:\/\/getscl.com\/ar\/support\/","title":{"rendered":"Run Your School’s Own Help Desk Inside SCL"},"content":{"rendered":"\t\t
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Running Your Own Help Desk with School-Defined Departments, Priorities, and Private Staff Notes<\/p>

Requests That Get Answered, Not Forgotten<\/h2>
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SCL Support is your school's own help desk, running inside the system your staff already work in. Administrators create the departments that receive requests, staff each one with members of the school's own team, and decide which user groups<\/a> may write to them. Parents, teachers and students are granted access the same way, so each audience sees only the departments meant for it.\n\nEvery ticket carries a department, a priority and a status, and each department can ask for exactly the details it needs on the way in. Operators work it in one running thread: they reply, attach files, set an assignee, and post privately when a note is for colleagues rather than the person who asked.\n\nWhat a school gets is one record of every request it receives, each with a status and a name against it. Leadership can see what is still open without asking around, and the person who raised a ticket stops wondering whether it was ever read. Families and students reach it from the same parent<\/a> and student<\/a> portals they already use, so it sits with the school's other communication tools<\/a> rather than in a separate inbox.<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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How a Ticket Works<\/h2>
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01<\/div>
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Support Departments<\/h4>
Administrators create the departments that receive tickets, staff each one with its own operators, and choose which user groups are allowed to write to it. Every request lands with the colleagues who can actually answer it.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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02<\/div>
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Custom Intake Fields<\/h4>
Each department adds its own fields to the ticket form, from text, date and number to dropdowns, email and a teachers list, marked required or admin only. Requests arrive complete, so operators stop chasing people for basic details.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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03<\/div>
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Priority Levels<\/h4>
Tickets are filed as High, Medium or Low, and administrators can rename these levels or add their own. Operators see urgent work colour coded at the top of the list instead of hunting for it.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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04<\/div>
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Status Workflow<\/h4>
Tickets move through Open, Answered, Replied and Closed, and the status updates itself as each side responds. Anyone reading the list can tell what is waiting on the school and what is waiting on the requestor.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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05<\/div>
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One Running Thread<\/h4>
The original request and every reply sit in a single conversation in the order they were written, each message showing who sent it and when. Nobody has to reconstruct the story from forwarded emails.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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06<\/div>
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Ticket Attachments<\/h4>
Files can be attached to the opening message and to any reply, within a file count and size limit administrators set in Settings. A parent sends a document once and the operator finds it on the ticket.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Tools for Operators<\/h2>
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07<\/div>
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A Named Assignee<\/h4>
Every ticket can carry one assignee chosen from that department's operators, and an unassigned ticket is claimed automatically by whoever replies to it first. There is always a name attached to the work.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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08<\/div>
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Private Staff Notes<\/h4>
Operators can mark any message Private, which keeps it between colleagues and hides it from the person who raised the ticket. Staff compare notes on the ticket itself rather than in a separate chat.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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09<\/div>
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Added Participants<\/h4>
Operators can bring other members of staff into a ticket when it needs a second opinion, and a participant can be limited to private replies only. The right people join without the ticket being handed off.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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10<\/div>
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Reply Notifications<\/h4>
When somebody replies, SCL sends an in-app notification to the people on that ticket, and every user can switch it off from their own notification settings. Nobody keeps refreshing to see whether an answer arrived.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Open Ticket Badge<\/h4>
A counter on the Support menu shows the open and replied tickets in your departments that are unassigned or assigned to you. Operators notice a queue building without opening the module.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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12<\/div>
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Access You Control<\/h4>
Requestors see only the tickets they raised, operators see everything in the departments they staff, and access for parents, teachers and students is granted from Users & Groups<\/a>. Nothing is exposed by accident.<\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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