Case Study: Class Technology Solutions streamlines multi-school IT support with Desk365

Class Technology Solutions streamlines IT support across 70 schools with Desk365

Class Technology Solutions (CTS), a UK-based managed service provider for schools, faced challenges scaling its IT support using the open-source osTicket system. As CTS expanded, it needed a more flexible and scalable platform to manage multiple schools, automate ticket routing, and support its growing team of agents without the complexity and cost of enterprise-grade solutions. This led them to evaluate vendors, including Desk365.

CTS implemented the Desk365 help desk platform to centralize its ticketing and support operations. The solution streamlined ticket intake and routing across multiple schools and engineering teams from a single instance. As a result, CTS successfully scaled its operations to manage support for around 70 schools using over 107 agents on the platform, later upgrading to Desk365's Premium plan to also centralize asset management.

Class Technology Solutions (cts)