Thats perhaps one of the few things it can do well. Otherwise steer well clear of Web helpdesk. We are still using it but I hate it. No modern interface, emails can be html but its complex to do. YOu can't do something simple like paste a picture in. Instead you have to upload it and attach it instead. So forget trying to send someone instructions with pictures. Rant over

Just got rid of Web Help Desk. It hasn't any real update in years and feels like it. We switched to Incident IQ. Pricey, but geared specifically for schools. The onboarding process was very thorough and has a lot of integrations with a lot of systems.