Support Queue
Track and resolve device issues. One place for all support requests from students and staff.
Why You Need This
When students have device problems, they need a simple way to report issues and track resolution. When technicians receive requests, they need context about the device and user to diagnose problems quickly. The Support Queue brings it all together in one streamlined system.
Students and teachers can submit support tickets directly from their devices or through a web portal. Each ticket automatically includes device information, recent sync status, and assignment history. Technicians see everything they need without chasing down details or looking up serial numbers.
The queue system supports prioritization, assignment, and status tracking. Urgent issues like broken screens rise to the top. Routine requests queue for batch processing. Email notifications keep everyone informed as tickets progress from submitted to resolved.
- ✓ Automatic device context — Tickets include device details, assignment history, and recent activity
- ✓ Priority management — Urgent issues surface automatically; routine requests queue appropriately
- ✓ Technician assignment — Route tickets to specific team members or let them self-assign
- ✓ Status notifications — Students and staff receive updates as their tickets progress
- ✓ Resolution tracking — Document solutions for future reference and knowledge building
Common Use Cases
Broken Screen Reports
A student drops their Chromebook and cracks the screen. They submit a ticket from their phone with a photo. The ticket shows the device warranty status and repair history, helping technicians decide on repair vs. replacement.
Software Issues
A teacher reports that a classroom set of devices won't connect to the projector. The support queue shows all affected devices, recent policy changes, and sync status—enabling quick diagnosis of configuration issues.
Lost Device Investigation
A student reports their device missing. The ticket triggers the lost device workflow, and technicians can track the investigation, communicate with parents, and document the outcome all in one place.
Frequently Asked Questions
Can students submit tickets from any device?
Yes, students can submit tickets from their assigned Chromebook, any web browser, or even their phone. The system identifies them through their Google account login.
How do tickets move from support to repair?
When a support ticket requires physical repair, technicians can convert it to a repair ticket with one click. All the context and history transfers automatically to the Repair Queue.
Can parents see ticket status?
Parents can be notified when tickets are submitted and resolved. For sensitive issues, you control which updates go to parents versus only to the student.
Is there a way to track common issues?
Yes, the Support Queue includes analytics showing the most common issue types, average resolution times, and trends over time. Use this data to identify systemic problems or training needs.
Ready to streamline device support?
Support Queue is included in the Professional plan.