Why Are We Switching to Desk365?
A better experience for staff and technicians alike
Reporting
Track trends across the district, identify recurring issues, and demonstrate IT's impact with real data — not just gut feelings.
Productivity
Technicians spend less time managing requests and more time solving them. Automated routing means faster response times for everyone.
Accountability
Every request is logged, assigned, and tracked. Nothing falls through the cracks — requests are visible from submission to resolution.
Communication
Automatic email and Teams notifications keep you informed at every step. No more wondering whether your request was received.
Logging In to the Support Portal
Use your existing OCS Microsoft 365 credentials — no new password needed
1
Go to the OCS Technical Support Portal
Navigate to https://onslow.desk365.io/ in any web browser.
2
Click "Sign In with Microsoft"
Complete the reCAPTCHA verification, then click the Sign in with Microsoft button. Do not use the "Sign in as an Agent" option — that is for IT technicians only.
3
Enter Your OCS Microsoft 365 Credentials
Sign in using your @onslow.k12.nc.us email address and password — the same credentials you use for Outlook, Teams, and other Microsoft apps.
4
Set Your Notification Preferences
Once logged in, click the icon with your initial in the top-right corner. From there, you can choose to receive updates via Email, Microsoft Teams, or both. We recommend enabling both.
💡 Tip After logging in the first time, bookmark https://onslow.desk365.io/ for quick access in the future.
Three Ways to Submit a Work Order
Choose whichever method is most convenient for you
Microsoft Teams
Add the OCS Support Bot app and submit requests without leaving Teams.
Web Support Portal
Log in to onslow.desk365.io and fill out the structured work order form.
Send an email to tech.support@onslow.k12.nc.us — it auto-creates a ticket.
1
Open Microsoft Teams and Click "Apps"
In the left sidebar of Teams, click the Apps icon (grid/plus icon) near the bottom of the navigation panel.
2
Search for "OCS Support Bot"
In the Apps search bar, type OCS Support and select OCS Support Bot from the results.
3
Click "Add" to Install the App
Click the Add button on the OCS Support Bot app page. This is a free app — no account or additional setup required.
4
Submit and Manage Work Orders from Teams
Once added, the bot will greet you with available commands. Use the buttons or type keywords to interact:
- create — Submit a new support request
- status — Check on your existing tickets
- notifications — Configure how you receive updates
- reset — Reset bot settings
5
Receive Real-Time Updates in Teams
The OCS Support Bot will send you a Teams chat message whenever your ticket status changes — no need to log in to the portal to check.
1
Log In to the Support Portal
Go to https://onslow.desk365.io/ and sign in with your Microsoft 365 credentials as described in the Logging In section above.
2
Click "Create Work Order"
From the portal dashboard, click the blue + Create Work Order button in the top-left area of the page.
3
Complete All Required Fields and Click "Create"
Fill in each field as completely as possible — this helps technicians respond faster without needing to follow up for more information:
- School/Department Name — Select your location from the dropdown
- Room Number — Enter your room number, or N/A if not applicable
- Type of Issue — Select the closest category; choose "Other" if unsure
- Priority — Medium is the default for most classroom-level issues
- Description — Be as specific as possible about what is happening
4
Watch for an Email Confirmation
After submitting, you will receive an email from Onslow County Schools Tech Support confirming your ticket number and details. Save this email to reference your ticket number if needed.
5
Receive Updates as Your Ticket Progresses
You will receive additional email (and/or Teams) notifications as your ticket is assigned, updated, and resolved. No action is required from you unless indicated.
💡 Tip: The More Detail, the Faster the Fix When describing your issue, include what you were doing when the problem occurred, any error messages you saw, and whether the issue affects just your device or multiple devices. This information dramatically reduces back-and-forth with technicians.
1
Send an Email to Tech Support
Compose an email from your OCS account to tech.support@onslow.k12.nc.us. The subject line will become the title of your work order. In the body, describe your issue as clearly and specifically as possible.
2
Your Email is Automatically Converted to a Ticket
Desk365 will immediately create a work order from your email. You will receive a confirmation email with your ticket number. All future correspondence about this issue can be done by replying to that email thread.
📌 Important Note About Email Submissions Email is the most convenient method, but it collects less structured information than the web form. If your issue is complex or time-sensitive, using the Support Portal form will help technicians diagnose and respond faster.
When Should I Submit a Work Order?
This system is for OCS staff technical support — not student 1:1 device repairs
📌 Staff Work Orders Only The Desk365 work order system is exclusively for OCS staff reporting technology issues that affect their ability to do their job. It is not used for student 1:1 device repairs — those follow a separate process through the student's school.
✅ Submit a Work Order For...
- Your classroom computer, laptop, or desktop is not working
- Your interactive whiteboard, projector, or display has an issue
- You cannot connect to the internet or district network
- A software application or district platform is not functioning
- Your printer, scanner, or peripheral device needs attention
- You need software installed or a new account set up
- A classroom or lab device is damaged or malfunctioning
- You are experiencing Microsoft 365 or email issues
- Audio/visual equipment in your room is not working
❌ Do Not Submit a Work Order For...
- Student 1:1 device repairs or issues
- Requesting IT to perform student account resets on behalf of students
- Reporting issues that are not technology-related
- General technology questions or "how do I use X" requests (contact your Digital Learning & Teaching Facilitator for training)
- Issues already being actively worked on by a technician
Student device issues? Direct students to their school's established device repair/exchange process. Do not submit a work order on a student's behalf.
💡 Not Sure? When in doubt, go ahead and submit a ticket — select "Other" as the issue type and describe the situation. Technicians will route or follow up as needed. Submitting a ticket is always better than not reporting an issue.
What Not to Do
A few habits to avoid so your requests get resolved faster
We know it can feel natural to reach out to a technician directly — but doing so actually slows things down for everyone, including you. Here's why the work order system matters, and what to avoid:
📧
Don't Email Technicians Directly for Support
Sending a personal email to a specific technician bypasses the ticketing system entirely. That means your request may go untracked, could be missed if the technician is out, and cannot be reassigned if someone else is better suited to help. It also makes it impossible for IT leadership to see workload or measure response times.
Instead: Send your email to tech.support@onslow.k12.nc.us — it automatically creates a tracked ticket.
💬
Don't Message Technicians in Teams Instead of Submitting a Ticket
A Teams chat message to a technician is easy to miss, easy to forget, and impossible to escalate or track. Technicians handle requests from dozens of schools — an informal message puts your request at risk of being lost in the shuffle, with no documentation or accountability on either side.
Instead: Use the OCS Support Bot directly within Teams to submit a proper work order — it takes under a minute and creates a trackable ticket.
🚶
Don't Make In-Person Work Order Requests
Stopping a technician in the hallway or asking them in person to handle an issue may seem convenient, but it creates the same problems as direct messages — no documentation, no way to track progress, and no visibility for IT management. It can also pull a technician away from a higher-priority task they were already working on.
Instead: Submit a ticket through any of the three channels so your request is properly queued and tracked from the start.
Why does this matter? Every untracked request is a request that can't be prioritized, measured, or improved upon. The work order system exists to make sure every staff member gets fair, timely, and documented support — and that nothing falls through the cracks.
What to Expect After Submitting a Work Order
Understanding the process from submission to resolution
1
📬
Confirmation Sent
You will receive an immediate email and/or Teams chat confirmation with your ticket number. Save this for your records.
2
👤
Ticket Assigned
Your ticket is reviewed and assigned to a technician. You will receive a notification when this happens.
3
🔧
Work in Progress
Your technician is actively working the issue. They may reach out through your ticket if they need additional information.
4
✅
Resolved & Closed
You are notified when your ticket is resolved. If the issue returns, you can reopen it or submit a new work order.
📲 You'll Always Be Notified Every status change on your ticket — assignment, updates, resolution — triggers an automatic notification via email and/or Teams depending on your preferences. You never need to wonder where things stand.
💬 Need to Add Information? Reply to any email notification from OCS Tech Support and your reply will be automatically added to your ticket as a note. The technician assigned to your case will see it.
🔍 Check Your Ticket Anytime Log in to onslow.desk365.io and click Tickets in the top navigation to view all your open and closed work orders, including current status and technician notes.
⚠️ What if I haven't heard anything? If your ticket has been open for a period of time and you haven't received any updates, please do not submit a duplicate ticket. Instead, reply to your confirmation email or log in to the portal to check the current status. Duplicate tickets create extra work for technicians and can actually slow down your resolution.
Additional Resources
Help when you need it
OCS Support Portal
Access your tickets, create new work orders, and manage your support history.
Desk365 User Guide
Official end-user documentation from Desk365 covering all portal features in detail.
Email Tech Support
Send an email to create a ticket directly. Best for quick, straightforward requests.
OCS Website
Return to the main Onslow County Schools website for other district resources.