Fragmented intake
Requests arrived through channels that were difficult to coordinate.
About
26,000+ students: Academy District 20 serves a large public-school community. Multi-team support: IT, special education, and administrative teams manage requests. District-wide service: The platform coordinates support across schools and departments.
The challenge
Limited automation
The previous solution lacked strong workflow controls.
Complex setup
A brief move from Kbox to Cherwell introduced cumbersome configuration and usability problems.
High ticket volume
Multiple teams needed a system that could manage district-scale demand.
The implementation
Omnichannel ticketing
Email, phone, forms, and APIs feed one dashboard.
Custom queues
Ticket forms and queues route work using relevant information.
Fast rollout
The phased rollout began with IT before expanding to Special Education and Central Registry, with minimal setup friction.
Teams integration
Agents receive service updates inside Microsoft Teams.
Results and benefits.
- Tickets managed annually
- 25,000+
Reported outcomes
High-volume management
The district manages tens of thousands of requests each year.
Fewer missed requests
Centralized ticketing keeps work from falling through gaps.
More efficient operations
Automated assignment and categorization reduce resolution time, ticket transfers, and manual work.
Clearer reporting
Leaders can review service performance across teams.
Consistent self-service
A centralized knowledge base supports students and staff with shared answers.
Customer quote
“HappyFox has been a game-changer for our district. The ease of ticket queue setup, automation of tasks, and powerful reporting capabilities have made our support operations much more efficient.”
Why HappyFox
- Ease of Use
- Omnichannel Ticketing
- Automation Capabilities
- Customization
- Knowledgebase
- Strong Customer Support
More customer stories
HappyFox brought a level of sophistication to our IT support system that was previously unimaginable.
The implementation went smoothly and the customer service is FANTASTIC!!! HappyFox is very easy to use for our team and customizable for our needs.
We appreciate HappyFox's collaborative team and the platform's adaptability.