Academy District 20 (ASD20) is a public school district serving over 26,000 students. With multiple departments handling IT, special education, and administrative support, the district required an efficient service management solution to handle its high ticket volume and multi-team support needs.

Industry

Education

Challenges

Before switching to HappyFox, Academy District 20 used Kbox for years and briefly tried Cherwell. They faced several issues:

Fragmented ticketing system – managing requests across channels was inefficient.
Limited automation – previous solutions lacked strong workflow automation.
Complex setup & usability – Cherwell’s transition was cumbersome and inefficient.

With over 25,000 tickets processed annually, ASD20 needed a scalable, user-friendly, and automation-driven help desk solution.

Implementation

Academy District 20 transitioned to HappyFox Help Desk due to its:

Omnichannel ticketing – Consolidating tickets from email, phone, forms, and APIs into one dashboard.
Quick & seamless setup – Teams adopted it rapidly with minimal friction.
Custom ticket forms & queues – Enabling accurate data capture and smart routing.
Microsoft Teams integration – Agents received real-time updates within Teams.

The rollout was phased, starting with IT and later expanding to Special Education and Central Registry.

Results & Benefits

Since implementing HappyFox, Academy District 20 has achieved:

25,000+ tickets managed annually, ensuring no requests fall through the cracks.
Faster resolution times with automated ticket assignment and categorization.
Consistent student and staff support through a centralized knowledge base.
Improved agent productivity by reducing ticket transfers and manual work.

The Microsoft Teams integration further streamlined operations by allowing agents to update and respond to tickets directly from Teams, reducing context switching and improving efficiency.

WCSD Result

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.

Chris Eggleston

Director of IT - Application and Data Services, Academy District 20

Why HappyFox?

Ease of Use
Omnichannel Ticketing
Automation Capabilities
Customization
Knowledge Base
Strong Customer Support

Our experience

Academy District 20 found HappyFox’s ease of use, automation, and reporting capabilities instrumental in streamlining service management. The ability to quickly set up custom ticket queues, automate workflows, and centralize ticket handling significantly improved internal operations.

Conclusion

By switching to HappyFox, Academy District 20 eliminated inefficiencies, automated workflows, and gained complete visibility into support operations. With omnichannel ticketing, smart automation, and seamless Microsoft Teams integration, the district now handles 25,000+ tickets annually with ease—ensuring faster response times, reduced agent workload, and improved service quality.

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