Help center
Written from how Beacon works today. For anything a guide does not answer, email hello@beaconhelpdesk.com: a person reads every message and answers within one business day.
Create an organization, see what it comes with, and work through the five steps on the dashboard until staff are sending requests.
Roles, the invite email and its 7-day set-password link, resending an invite, Forgot password, and what single sign-on changes.
Admin › Import: users, devices and tickets from Incident IQ or Quest KACE CSV exports, any CSV, or rows pasted from a spreadsheet; mapping, re-runs, limits and what never happens during an import.
Leaving KACE Service Desk: the three list exports, the import order, what carries over and what does not, and how a later export updates tickets by number.
Connect Google Workspace once; every Chrome device in the Admin console becomes an asset and stays current each night. What is read, how devices are matched, what your edits keep.
Staff from your directory become people in Beacon, with title, phone, site and role, refreshed nightly. The mapping, students, the preview, what your edits keep.
Staff and students from PowerSchool become people in Beacon with their school, grade level, student number, homeroom and classes, read-only and nightly. Install the plugin, connect, preview, sync.
Students from ClassLink Roster Server or a OneRoster export become people in Beacon with their school, grade level and student ID, for device checkout and tickets. They don't sign in unless you want them to.
Every device managed in Microsoft Intune becomes an asset in Beacon, read-only and nightly, on your district's Microsoft Entra connection. What you need, what is read, how devices are matched, the primary user, what your edits keep.
Every iPad, iPhone, Mac and Apple TV in Mosyle Manager becomes an asset in Beacon, read-only and nightly, on your district's own API token. What you need, what is read, Lost Mode, Shared iPads, troubleshooting.
Your organization's ticket address, how replies thread, the sender rules, and the portal link to give staff.
A category is the request form for a department: its questions, a question asked only after a yes/no or choice answer, what required means, the preview, and what the ticket keeps.
Technology, events, facilities and operations on one help desk: each department gets its own request form on the portal, its own team and its own queue, and the team is told when a request arrives.
Statuses, priorities, views and shortcuts, replies and internal notes, AI suggestions, and how the two SLA policies measure first response and resolution.
The device list, asset types and their fields, statuses, the device page, checking a device out to a person and back in, lookup by tag or serial.
Where a device sits, apart from who has it: rooms, carts, closets and labs per site, moving one device or a selection, the location filter, the scanner's Place mode, and locations from an import or from Google Admin.
A label from a device's page, labels for a selection, for every device an import created, or one after each scan; Dymo, Brother and Avery stock, copies, the start slot on a used sheet, the QR code, and whether the person and the location go on the label.
Articles for technicians and for staff: drafts and publishing, public and internal visibility, search, votes, AI drafts from resolved tickets, and portal deflection.
What the dashboard shows, the Reports page's ranges and sections, agent performance and SLA compliance, and exporting tickets to CSV.
What the Ask box in the top bar can answer about tickets and devices, how it works, and what you see when AI is not available.
Taking your data out, deleting records or the whole organization, what is kept for how long, who can see what, and what AI features send.
What each plan includes, how a pilot ends, invoices and purchase orders, cancelling, the AI allowance, and where your plan shows in the app.
Dated changes to Beacon, in plain words.
Reach a person
Beacon does not run sales calls or scheduled demos. Questions about the product, a pilot, pricing, procurement or migration go to one address and are answered by email.
Security reports: security@beaconhelpdesk.com, acknowledged within two business days. Privacy and data requests: privacy@beaconhelpdesk.com.