Give your IT team a helpdesk. Not an inbox.
A staff self-service portal with SLA timers, auto-escalation and a built-in knowledge base. Stop losing IT requests in email and start managing them properly.
The Problem
IT support via email is not scalable
Most school IT teams handle support through a mix of email, WhatsApp and verbal requests. It works until it doesn't — and when it doesn't, it fails badly.
Every request looks the same
No priority, no categorisation, no way to triage. An urgent AV failure sits in the same inbox as a password reset request. Both wait equally long.
Nothing gets tracked
Who is working on it? When was it logged? Has it breached SLA? Without a dedicated system, the answers live only in the IT team's memory.
Recurring problems repeat
Without a knowledge base, your IT team answers the same questions every term. There is no institutional memory. Every new technician starts from scratch.
Features
Everything your IT helpdesk needs
Built for school IT teams — not corporate service desks. No ITIL textbook required.
Staff self-service portal
Any staff member can raise a ticket in under 30 seconds from their ESS portal. No training needed. No email. No WhatsApp.
SLA timers by priority
Set response and resolution SLAs by priority tier. Timers are visible to both staff and IT. No more guessing when something will be fixed.
Auto-escalation
Tickets approaching SLA breach are automatically escalated to the IT manager. Configurable rules by category and priority.
Knowledge base
Create searchable articles for common issues. Staff find answers themselves before raising a ticket. Reduces ticket volume by up to 30%.
Campus queues
Multi-site groups get per-campus helpdesk views. Branch IT technicians see their queue only. Group IT sees everything.
Resolution analytics
Average resolution time, ticket volume trends, SLA compliance rate. Monthly management reports generated automatically.
How It Works
Three steps from chaos to control
Staff raises a ticket
Via the self-service portal with category, description and a priority suggestion. Takes under 30 seconds. No IT involvement needed to start the process.
IT team triages and assigns
The ticket is routed to the right technician with the SLA clock running. The requester sees status updates automatically — no chasing required.
Resolved and recorded
Resolution logged, staff notified, analytics updated. Every closed ticket improves your SLA compliance stats and feeds into monthly reporting.
Projector not displaying in Room 12
Raised by S. Ahmed
Network drive inaccessible from MacBook
Raised by L. Park
Printer offline — Admin block
Email signature update for new joiner
WiFi password reset — Grade 7 lab
Closed in 45 min
iPad not charging in trolley bay 3
Closed in 2h 10m
SLA visibility
Never miss an SLA again
Every ticket in Probita has an SLA clock running from the moment it is raised. Staff can see when to expect a response. IT managers can see at a glance which tickets are approaching breach — before they breach.
When a ticket gets close to its deadline, the IT manager is automatically notified. When it is resolved, the staff member is notified immediately and the time-to-resolve is recorded for analytics.
- Separate SLA tiers for Urgent / High / Medium / Low
- Escalation notifications sent before breach, not after
- Monthly SLA compliance reports for management
- Staff receive automatic updates at every status change
Stop firefighting. Start managing IT support properly.
Probita helpdesk is free for a single campus. No credit card required. Up and running in under an hour.