Case Study: Pulaski County Schools achieves streamlined ticketing and clear reporting with GroupLink's everything HelpDesk®

Pulaski County Schools - Customer Case Study

Pulaski County Schools, a Virginia district supporting over 20 buildings with a four-person IT team, faced a reputation problem because voicemail- and email-based requests were hard to track and their existing database could not produce the reports principals and county officers needed. Looking for a scalable help-desk solution, the district selected GroupLink’s everything HelpDesk® to centralize ticket intake and reporting.

GroupLink implemented everything HelpDesk®, giving end users a simple online ticket form and enabling technicians to update tickets and run charts, graphs and automated reports on trends, response times and training completion. As a result, tickets are now reported rather than missed, reports are automatically distributed or self-served by stakeholders, the IT team can track average work time and staff performance, and Pulaski County Schools’ transparency and reputation have markedly improved.

Pulaski County Schools

Dianne Dripps

Help Desk Manager