The staff help desk
Where owners and employees write to the Classes team: a problem, a suggestion or a question, with replies inside the ticket.
Ask ClassyStep by step
- 1
Open the side menu and, in Admin Actions, press Help desk.
- 2
If you're not sure, press Ask Classy first.
- 3
Press New ticket, choose a kind, write a title and a description and press Send ticket.
- 4
Follow the replies: open the ticket from the list and write in it.
How it works
Gives you a direct line to the Classes team. When something isn't working, you have an idea for making the app better or you just don't know how to do something, you open a ticket and follow the answer in one place.
It opens from Help desk in the Admin Actions section of the side menu. The school's owner and every employee can see it, no separate permission is needed. Tickets belong to the school, not to one person: everyone on the team sees them and can write in them.
At the top there is the Ask Classy first banner. Classy is the Classes AI assistant and answers instantly from the help center. If it can't find the answer, come back here and press New ticket.
The list shows tickets with the latest activity first. Each one has a kind (Problem, Suggestion or Question), a status (Pending, In progress or Resolved) and, when there are new replies, a count of unread ones. The status filter is All, Active or Resolved.
When the team replies or marks a ticket as resolved, you get a notification, and a number shows next to Help desk in the menu with the replies you haven't opened yet.
Good to know
If you don't see Help desk in the menu, you haven't picked a school you manage. Pick one in the organisation picker at the top.
There is a daily limit on new tickets. If you reach it, you see a message to try again tomorrow.
Notifications for replies and resolved tickets can be switched on and off in your profile's notification settings, as "Classes Team Replies" and "Resolved Help Desk Tickets".
On this screen
Ask Classy first banner
The banner at the top of the help desk that sends you to the Classy AI assistant.
Ask Classy first banner
The banner at the top of the help desk that sends you to the Classy AI assistant.
Saves you the wait: most "how do I…" questions already have an answer in the help center, and Classy replies in seconds.
The Ask Classy button opens the classes.bg help center in a new tab, in the app's language. Classy answers with links to the articles. If it can't find the answer, come back to Help desk and open a ticket for the team.
New ticket button
Opens the form for a new ticket to the Classes team.
New ticket button
Opens the form for a new ticket to the Classes team.
This is how you send the team a problem, a suggestion or a question.
On a phone the button is the "+" at the top of the screen. The form has the kind of ticket, a title, a description and optionally images. After you send it the ticket opens and you see the automatic acknowledgement from Classes. When the team replies, you get a notification.
What would you like to share? choice
The kind of ticket: problem, suggestion or question.
What would you like to share? choice
The kind of ticket: problem, suggestion or question.
Tells the team what the ticket is about and how to route it.
Three cards: Problem (something is not working), Suggestion (an idea for a new feature) and Question (you want to ask something). Problem is selected by default. The examples in the title and description fields change with the kind.
Title field
A short title for the ticket. Required.
Title field
A short title for the ticket. Required.
You and the team recognise the ticket in the list by it.
Between 3 and 200 characters. If it is shorter, you see "The title must be at least 3 characters."
Description field
A detailed description of the problem, idea or question. Required.
Description field
A detailed description of the problem, idea or question. Required.
Gives the team enough context to answer you the first time.
Between 5 and 5000 characters. For a problem, describe what happened, what you expected and how we can reproduce it; device and browser help too. For a suggestion, describe what you would like Classes to do. For a question, add as much context as you can.
Images on the ticket
Screenshots (optional)Screenshots that show the problem. Optional.
Images on the ticket
Screenshots (optional)Screenshots that show the problem. Optional.
A screenshot often explains more than a paragraph of text.
Drop images into the field or press it to choose them. Up to 6 images, 15 MB each. Only images are accepted. They are shrunk before sending so they upload faster. If you go over the limit, some files are skipped with a message.
Send ticket button
Sends the ticket to the team.
Send ticket button
Sends the ticket to the team.
Creates the ticket and opens it so you can follow the answer.
It shows "Sending..." while it works. On success you see "Your ticket was sent. We will let you know when the team replies." You cannot send a ticket with an empty or too-short title or description.
Status filter
Filter by statusShows all tickets, only active ones or only resolved ones.
Status filter
Filter by statusShows all tickets, only active ones or only resolved ones.
Helps you find a ticket that is still waiting, or look back at finished ones.
Three choices: All, Active (pending and in progress) and Resolved. Next to the filter it says how many tickets are shown. If no ticket has the chosen status, it says "No tickets with this status".
Ticket statuses
PendingThe tags that show how far a ticket has got.
Ticket statuses
PendingThe tags that show how far a ticket has got.
Show at a glance whether the team is already working on the ticket.
- Pending: the team has not picked it up yet.
- In progress: the team is working on it.
- Resolved: the team has closed it. If you write in a resolved ticket, it reopens.
Extra tags: Awaiting your reply (the team asked you for more information) and "N new replies" for replies you have not opened yet. Opening the ticket marks the replies as read.
The ticket page
The whole conversation with the Classes team on one ticket, and the reply box.
The ticket page
The whole conversation with the Classes team on one ticket, and the reply box.
This is where you read the team's replies and write back, like a chat.
Press a ticket in the list. At the top are the kind, the status and the title, and below them the conversation: your messages are on the right, the team's on the left and the automatic ones from Classes in the middle. The first message is the description you started with. A team reply that asks for more information has a "needs more information" tag, and a "The Classes team is waiting for your reply" banner shows at the top.
The Reply box takes up to 5000 characters and images (the same rules as for a new ticket), and Send is active when there is text or an image. If the ticket is resolved, it says "This ticket is resolved. Replying will reopen it." The All tickets link takes you back to the list.
Images in the conversation are shown through temporary links. If one doesn't load, the page refreshes them by itself.
If the ticket doesn't load, it says it may have been removed or you may not have access to it. Another school's tickets are never shown.
Reply box
The box where you write to the team inside the ticket.
Reply box
The box where you write to the team inside the ticket.
This is how you answer a question from the team or add more information.
A counter shows how many of the 5000 characters you have used. The Send button shows "Preparing images..." or "Sending..." while it works. On success you see "Your reply was sent." If sending fails, what you wrote stays in the box.
Help desk notifications
How you find out the team has replied or resolved the ticket.
Help desk notifications
How you find out the team has replied or resolved the ticket.
You don't have to check the list: you get a notification as soon as there is a reply.
When the Classes team replies in a ticket or marks it as resolved, everyone on the school's team (the owner and the employees) gets a notification. It shows in the bell in the menu and, depending on each person's settings, as a push notification or an email. Pressing it opens the ticket. The number next to Help desk in the menu shows the unread replies. The notification types, "Classes Team Replies" and "Resolved Help Desk Tickets", can be switched on and off in the notification settings of the profile.
Frequently asked questions
How do I contact the Classes team?
Open "Help desk" in the "Admin Actions" section of the menu and press "New ticket". The team answers inside the ticket and you get a notification.
Who can write in the help desk?
The school's owner and every employee. No special permission is needed, but you must have picked a school you manage.
What is Classy?
The Classes AI assistant. It knows how every button and setting works and answers questions from the help center. You reach it from the banner at the top of "Help desk".