Technical Requirements
What We Need From You
To properly scope your deployment and provide an accurate quote, we'll need to understand your infrastructure, integrations, and security requirements.
Discovery Phase Questions
In our initial call, we'll discuss these topics to understand your current setup and requirements. No prep needed—we'll guide the conversation.
01
Current Helpdesk Setup
- How many IT support staff?
- Average tickets per day/week?
- What are the top 5 issue types?
- Current after-hours coverage?
- What does your escalation path look like?
02
Student Portal
- Which portal platform? (Jenzabar, Ellucian, custom?)
- Can you add custom HTML/JS widgets?
- Who manages portal changes?
- How are students authenticated?
- Any existing chat/support widgets?
03
Freshservice Instance
- Current Freshservice plan/tier?
- How are ticket categories structured?
- Existing automation workflows?
- Do you use the Solutions/KB module?
- Any custom fields or forms?
04
Goals & Success Metrics
- Target deflection rate?
- Desired launch timeline?
- Key pain points to solve first?
- Who are the stakeholders?
- Budget range for pilot/implementation?
Ready to start the discovery process?
Schedule a call and we'll walk through these requirements together. No prep needed—we'll guide the conversation.