Initially, the intention was to have schools entered as 'Companies' within Freshdesk.  Each Customer would then be associated with a Company and hence a school.  The decision was made to instead assign a school to a ticket and not use the Companies option with Freshdesk.


Reasons for this are:

  1. So school information is not duplicated across the PRC website and Freshdesk.
  2. To prevent extra administrative work in managing a customer's association with a school.
  3. Unable to have a customer associated with more than one school.
  4. If a customer moves from one school to another, the tickets logged by that user will also be moved to the new school (by association), if the customer's email address does not change.  For public school teachers the email address will definitely not change.
  5. The school information in Freshdesk would need to be manually updated periodically as there is no automatic update as there is in the PRC website.