Support Tickets — Help That Can Be Tracked
Every request gets a ticket, a priority and a thread. Schools talk to the platform team in the same place they manage everything else — nothing gets lost in WhatsApp.
01 · The challenge
What actually goes wrong in a real term
When a problem is reported informally, it can be difficult to remember who is handling it or whether it has been resolved. Instead of important requests getting lost in ordinary messages or verbal conversations, they can be recorded and managed as support requests.
02 · How Marksheet provides the solution
How the module is built — files, flows and the details that matter
The Support Ticket system gives users a structured way to report problems, ask for help and follow up on issues that need attention. A user creates a ticket and provides information about the issue. The request can be assigned to the appropriate person for handling.
Support requests can have different priorities and categories, making it easier for the school or platform support team to organise the work that needs to be done. Responses remain connected to the original request, so the conversation and the issue stay together.
School users can manage their support requests from the school's support area, and platform administrators can also manage support requests from their own area when an issue requires assistance from the platform team.
03 · How it helps the school
What changes for teachers, parents and the proprietor
Problems are less likely to be forgotten: Each request has its own record.
Clear responsibility: Requests can be assigned to someone responsible for handling them.
Better organisation: Issues can be categorised and prioritised.
Conversation stays with the problem: Responses remain connected to the original request.
Better follow-up: The school can keep track of outstanding issues instead of relying on memory.
In simple terms: Support Tickets turn "I have a problem" into a trackable request that can be assigned, handled and followed through to resolution.