Support Dashboard
Real-time analytics and performance metrics for your help desk
View Tickets
Browse, filter, and manage all support tickets from the View Tickets page with queue tabs, search, and auto-refresh.
Opening Tickets
How administrators create support tickets on behalf of users for phone, walk-in, or proactive support requests.
Submitting a Ticket from the User Portal
How students and staff open a support ticket from the User Portal (the end-user-facing side of Manage1to1) — including selecting the specific device or cart slot the ticket is about.
Ticket Profile
Manage individual support tickets by replying to users, adding internal notes, changing status, and tracking conversation history.
Knowledge Base
5 items
Following Up on a Ticket from the User Portal
How students and staff check on a support ticket from the User Portal — reading replies from support and responding back, including attaching screenshots or files to a reply.
Ticket Watchers
Subscribe admins to a ticket to receive every reply, note, and field-change notification — manually via the Watch toggle or automatically by @-mentioning them in a reply.
Notification Center
The bell in the admin header collects your ticket notifications in-app — replies, mentions, assignments, status changes, and automation actions — so you no longer have to live in your inbox to stay on top of the help desk.
Remote Support
Initiate a Chrome Remote Desktop session from a ticket so you can see the user's screen and walk them through a fix without leaving your desk.
Ticket Workflows
7 items
My Checkouts (User Portal)
How signed-in users see everything they have checked out — direct devices, carts, classroom devices — and their past checkouts, all in one self-serve page.
Satisfaction Surveys (CSAT)
Automatically survey requesters after a ticket is resolved and track your team's satisfaction score, trend, and per-technician and per-department breakdowns.
Student Worker Mode
Let student workers staff your help desk without showing their names to the people they help. Flag a role as a student worker role, then choose which help desk departments hide those names on ticket replies.
Recurring Tickets
Create templates that automatically open help desk tickets on a schedule, so routine and preventive work never gets forgotten.