Your first week¶

Welcome. By the end of this article you'll have SupportStudioK12 ready for your technicians and your staff. Plan on 1–2 hours of setup, spread across a few sittings.

When you signed up, the first user with your domain became the admin. Sign in at <your-slug>.supportstudiok12.com.

Go to Admin → Branding and upload your district logo. Set your district name, primary color, and the "from" name on outbound email.
Go to Admin → Schools and add every school in your district. School names show on tickets and on the public status page.
Go to Admin → Categories and review the default categories. Edit, rename, or delete to match how your team triages.

You don't need to do everything in one sitting. The Setup Guide on your dashboard tracks progress and reappears any time setup isn't complete.

Day 2 — Connect your identity provider¶

Most districts use Microsoft Entra ID or Google Workspace for staff sign-in. Connect one of them so staff don't have to remember another password.

Microsoft Entra ID: Admin → Integrations → SSO. You'll register an app in your tenant, paste the client ID and secret here, and copy our redirect URI back into Entra.
Google Workspace: Admin → Integrations → Google SSO. Same flow with a Google Cloud OAuth client.

Both setups take about 15 minutes. If your district uses both, you can connect both — staff pick which one at sign-in.

Day 3 — Bring in your users¶

You have two options:

Sync from Entra ID (Admin → Users → Sync from Microsoft) pulls every staff and student record from your directory automatically. This is the right path if you have Entra connected.
CSV import (Admin → Users → Import CSV) is the manual path. Useful for one-off batches or if you don't sync from a directory.

Newly-imported users default to the Submitter role. Promote your IT staff to Technician or Admin in Admin → Users.

Day 4 — Assign techs to schools¶

Open Admin → Tech Assignments and map each school to one technician. When a ticket is submitted with a school, it auto-assigns to that tech. One tech per school keeps accountability clear and avoids the queue-of-everything problem.

Techs can be assigned to multiple schools. If a school has no assigned tech, its tickets stay unassigned until someone claims them.

Day 5 — Wire up email and (optional) SMS¶

Email-to-ticket: Admin → Integrations → Email Notifications. Connect your district's support@ mailbox and tickets appear in your queue 30 seconds after staff send. Replies thread automatically when the subject contains the ticket number.
SMS-to-ticket (optional): Admin → Integrations → Twilio. Stand up a number for staff who'd rather text than email. Best for districts that already have Twilio.

Before you announce¶

A short pre-launch checklist:

[ ] Branding looks right (logo, colors, "from" name).
[ ] You've submitted a real test ticket from a non-admin account and watched it land in the right tech's queue.
[ ] You've replied to that test ticket and confirmed the requester got the email.
[ ] Your admin team is set, and the rest of IT is set as Technician.
[ ] Schools are populated, tech assignments are set.

Ready to roll. Tell your staff: "Email support@<your-domain> or visit <your-slug>.supportstudiok12.com." That's the whole rollout message.

What's next¶

Set up automations (coming soon) to auto-route, auto-tag, or escalate tickets based on rules.
Turn on Knowledge Base (coming soon) so common questions deflect before they become tickets.
Connect your MDM (coming soon) so device info appears on every ticket sidebar.