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IT reports 303 helpdesk tickets in last three months; 49 remain unresolved
Summary
District IT reported 303 helpdesk tickets created in the last three months, with 259 resolved and 49 unresolved; most tickets were low priority and the presentation included breakdowns by school, ticket type and agent responses.
The district’s IT work order ticketing report showed 303 tickets created in the last three months, 259 resolved, and 49 unresolved. The majority (98% of created tickets) were marked low priority; the report flagged two high‑priority tickets and three medium‑priority tickets.
IT staff presented details about ticket sources (portal, phone, email), ticket types (break/fix, incident, access requests, new/replacement, install/move, feature requests), and agent response counts. The top locations for tickets were PJHS, Oakwood, Pioneer and PHS. The presentation included trends by week and metrics on reopened tickets (28 reopened in the period), and staff highlighted a backlog of unresolved incidents pending vendor or meeting follow‑ups.
Trustees asked for follow‑up on unresolved tickets and whether additional staffing or training could reduce reopen rates; IT staff committed to providing a remediation plan and to tracking the unresolved ticket aging in future reports.
