The Technology Services department is committed to making our technology accessible, equitable, and inclusive to all of our AESD family. To best accommodate our users, we have created a new Helpdesk Portal using a market-leading platform Zendesk.

By switching our Helpdesk Portal to Zendesk, Technology Services aims to improve our trouble ticket processes. These changes include:

• Frictionless ticket generation - Now you can create a ticket through Email, Chat, or the web interface you may be used to.
• Improved SLAs - Technology Services understands that children lose precious instructional time when things do not work. To acknowledge this, we will push to meet some Service Level Agreements to respond to tickets and reach resolutions faster.
• Improved Workflows - With new workflows added to our Helpdesk Portal, we will have better accuracy in tracking the status of specific requests.
• Self Help Portal - Currently, Technology Services runs a Wiki at bookstack.aesd.net. Many of those articles will also be available on our Helpdesk Portal. These articles will range from general troubleshooting to helpful tips to better utilize technology managed by AESD.
• Chat and AI - New chat features will slowly be rolled out that help answer questions, provide access to guides, generate a new trouble ticket, or even live chat with one of our Technicians. We aim to make getting help easier so time is not taken from our students.

You do not have to create a login to access our Helpdesk Portal. However, if you choose to, you may make one with your District Assigned Google Workspace account by using the Login with Google button at sign-in.

Please know that this platform will continue to improve as Technology Services works out of it. We will continue adding articles and helpful features to enhance your experience. Watch for AESD Tech Bytes for more information on exciting changes in your Technology Services Department.