A help desk lives or dies on whether people actually use it. You can build the most powerful ticketing system in the world, but if a teacher finds it confusing, they will walk down to your office instead, or grab you in the hallway, and now you have a ticket with no record and no history.
So the help desk in Edventory is built to be versatile for the technician and simple for everyone else. Behind the scenes you can run multiple help desks, route tickets, merge duplicates, track comments, and keep a real history on every device and every person. On the surface, filing a ticket is as easy as it can possibly be.
A teacher can scan the QR code on a device and file a ticket from their phone. They can use the public submission page. Or they can just send an email, and it becomes a ticket. Inbound email to ticket means staff do not have to learn anything new at all. They email the help desk the way they already email everyone else, and it lands in the system, threaded and tracked.
That is the balance I care about. The people doing the support work need power and structure, because they are managing a lot of moving parts. The people asking for help need it to be invisible. If your help desk forces the teacher to do the work, you built it backwards.
Meet the user where they are. Let the technician keep the structure. That is the whole idea.