School Helpdesk records school support requests, keeps them visible to authorised users, and maintains audit records for support and administration activity.
Built for school support, not broad data collection
The helpdesk is used to record and respond to support requests. It is not an advertising platform, social network, learning analytics system or public content-sharing service.
Only information needed to manage support work should be entered. Staff should avoid adding passwords, unnecessary sensitive information or health information into ticket messages or attachments.
Information handled
What information is handled
Staff and requester identityName, email address, AD/LDAP username where available, school/campus relationship and role.Ticket contentSubject, description, replies, internal notes, status, priority, category, assignment and ticket history.AttachmentsFiles submitted through web or email tickets, stored by school and date where available.Email metadataInbound sender/recipient details, subject, processing status and outbound delivery attempts.Operational audit dataLogin/logout records, administrative actions, settings changes, schema updates and selected system events.Warranty and maintenance detailsWhere used, device owner/contact, device make/model, serial number, warranty contact and school contact details.
Ticket text and attachments may accidentally include sensitive information or passwords. Staff should avoid recording unnecessary sensitive content and use the credential redaction workflow where secrets are identified.
Access and privacy controls
Who can see support records
Access is based on account role, school allocation and ticket type. The intent is that users only see the support records they need for their school or support function.
Role-scoped accessGlobal admins, admins, technicians, viewers and maintenance staff receive different views and permissions.School-scoped visibilityTicket visibility is scoped by school allocation, requester relationship and request type.Authenticated staff accessStaff access uses school/organisation account records and LDAP/Active Directory lookups where configured.Separated queuesHelpdesk, notify, warranty and maintenance request workflows are separated so each role sees the right work.Operational boundariesThe system is not used for advertising, profiling, social networking, learning analytics or public content sharing.No AI processingThe product does not use AI models or send ticket content, attachments or user data to AI services.
Security - Data protection
Protection currently built into the service
Audit trailAdministrative actions, selected system events, email intake, outbound delivery and job status records support troubleshooting and accountability.Attachment controlsAttachments are stored under managed storage paths and served through application permission checks.Email processing controlsInbound email is classified, logged and filtered for ticket replies, notify tickets, warranty claims, maintenance requests and ignored mail.Cleanup and closure jobsResolved tickets can be closed automatically, notify-only tickets can be closed on schedule and Deleted Items is purged every five minutes.Credential redactionPotential credentials in ticket messages can be reviewed and redacted after resolution.Configuration handlingApplication secrets are held in server-side configuration and are not exposed through public pages.
Records
Current retention and cleanup behaviour
Ticket records are kept indefinitely unless the school requests an approved export and purge/removal process.
Data type
Current handling
Cleanup / disposal
Tickets
Support, notify, warranty and maintenance tickets are currently kept indefinitely so authorised users can review support history.
Removed when a school-approved removal/export process is applied.
Attachments
Stored under a school hierarchy on the server and accessible only through the individual ticket download flow.
Removed with the related ticket or when a school-approved removal/export process is applied.
Email mailbox
Processed, unmatched and selected junk mail is moved to the configured Deleted Items mailbox by scheduled mailbox review routines.
Deleted Items is permanently purged every 5 minutes to reduce retained mailbox data.
Audit trails
Administrative actions, selected system events and email processing activity are recorded for accountability and troubleshooting.
Retained for 5 years, then removed by scheduled cleanup.
Known requesters
Known requester records support school-scoped ticket visibility and requester matching.
Requester records can be disabled, unlinked from a school, or removed when access is no longer required.
Backups
Nightly backups are maintained to support recovery from server failure or application/data corruption.
Three weeks of backup retention.
School notice
Using this page in school privacy material
School privacy noticeSchools should reference this page or a school-specific notice where staff, students or parents are expected to use the helpdesk.Leaving the serviceSchool data can be exported and then purged by authorised global administrators using the school removal workflow.