How CTS streamlined IT support, ticketing, and asset management for schools
About Class Technology Solutions
Class Technology Solutions (CTS) is a UK-based managed service provider (MSP) that partners with schools on digital readiness initiatives that support modern teaching and learning environments. From infrastructure modernisation and cyber resilience to AI adoption and digital strategy, CTS delivers IT services to schools across the UK.
MSP
Industry
107
Agents
Multi-school IT support
Use case
Learn more about Class Technology Solutions (CTS), visit https://www.class-technology.co.uk.
The Challenge
As Class Technology Solutions expanded, the limitations of their previous helpdesk setup became increasingly difficult to manage. The team had originally relied on osTicket, an open-source ticketing system.
Switched from: osTicket
osTicket helped Class Technology Solutions get started, but as the company expanded, they needed a platform that was more flexible and easier to scale. With Desk365, the team gained a modern helpdesk that simplified multi-school support through centralised queues, automation workflows, and a more intuitive support experience.
"We outgrew it and had to find something different. Desk365 felt like a Rolls Royce compared to osTicket.”
Dave Reed, Remote Services & Escalations Manager
The company evaluated several ITSM platforms, including enterprise-grade alternatives such as ServiceNow and HaloITSM. While feature-rich, many of those tools felt overly complex and expensive for what the team needed at the time.
CTS wanted a solution that could:
- Manage multiple schools from a single platform
- Automatically create and route tickets
- Support multiple engineering teams and queues
- Provide a simple day-to-day experience for agents
- Scale alongside the business
"We needed a platform that handled tickets, auto-created requests from emails, supported multiple clients, and simply worked."
Andrew Wilson, Service Delivery Manager
The Solution
CTS implemented Desk365 to centralise ticketing operations across all schools they support, allowing users to email requests that automatically generated tickets, routed into the correct queues, and reached the right engineering teams. Over time, the platform became the operational backbone for ticket intake and triage, queue management, centralised school support, internal escalations, and day-to-day support to customers via on-site engineers and the central helpdesk team.
Rather than creating separate helpdesks for each school, the team built everything within a single Desk365 instance using groups and queues to organise schools, engineers, and escalation paths. CTS started on Desk365 with 15 agents and soon expanded to 100+ agents using the helpdesk platform.
As both companies evolved, the relationship evolved too. CTS recently upgraded from the Plus plan to the Premium plan to begin centralising asset management.
Today, the company manages support operations for around 70 schools with 107 agents on Desk365.
The Desk365 difference
Class Technology Solutions chose Desk365 because it struck the right balance between functionality, flexibility, and cost. Coming from osTicket, the team wanted something more modern and reliable without jumping into overly complex enterprise ITSM platforms that felt bloated and expensive for their needs. Desk365 sat comfortably in a Goldilocks zone — not a free open-source tool with limitations, but also not an inflated, overengineered platform packed with features they didn’t need. It was just right.
1. Mobile–friendly and easy to use
For CTS’ on-site engineers supporting schools across multiple locations, mobile accessibility became a major improvement after switching to Desk365. Unlike their previous self-hosted setup, Desk365’s browser-friendly experience made it easier for agents to stay connected, manage tickets, and respond to issues while working remotely or directly from school campuses. Combined with improved reliability and automated queue routing, the platform gave engineers a far smoother day-to-day support experience.
“The browser-friendly version works really well. We never had that with OS Ticket, and quite a few agents utilise it.” - Dave Reed
Ease of use quickly became one of the platform’s biggest advantages for CTS’ engineers and support teams.
2. A platform that grows
One of the strongest wins was the relationship between CTS and the Desk365 team. As CTS scaled its operations, the Desk365 support team helped ensure their requirements were prioritised. The evolution of the Desk365 platform with new features and improvements ensured both teams stayed on top of their game.
3. AI that’s practical
One aspect of Desk365 that stood out to the CTS team was its practical approach to AI. While many ITSM vendors heavily promoted AI-first experiences, Desk365 focused on introducing AI features where they added genuine operational value without overwhelming agents or replacing the human touch CTS values in customer support. For the team, Desk365 remained a reliable ticketing platform first, with AI capabilities layered in thoughtfully as their workflows continue to evolve.
Overall, CTS found Desk365 to be intuitive, dependable, and refreshingly straightforward – a true “what you see is what you get” platform that made it easy to scale support operations without unnecessary complexity.
“It does what it says on the tin. It’s a ticketing system with ease of use for agents and customers.” Dave Reed
Looking for an MSP help desk that scales with your team, simplifies ticketing, and keeps IT support running smoothly?
Desk365 is proud to support Class Technology Solutions as they deliver IT services and asset management across 70 schools.
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