Case Study: Renaissance Academy achieves faster ticket resolution and improved staff productivity with Issuetrak

Issuetrak Help Desk Software Powers Renaissance Academy

Renaissance Academy is a K–12 tuition-free charter school in Phoenixville, PA, serving about 940 students and 122 staff with a three-person IT team. The school struggled with inefficient help-desk processes and a previous ticketing system that was hard to use and required vendor-built reports, leaving staff to interrupt technicians in person and limiting the team’s ability to be proactive.

Issuetrak was implemented to provide a more user-friendly, reportable help-desk platform with online ticketing, escalation rules, automated notifications, and shared alerts for all three technicians. The system enforces process and accountability, provides checklists and trend reports for recurring issues, and lets the first available tech pick up tickets—resulting in faster turnaround, fewer interruptions, clearer documentation, and better use of the school’s limited resources.

Renaissance Academy

Todd krock

Technology Coordinator