Customers and learning
Manage a student support ticket
Reply, assign, and resolve a question with its context.
Before you start
You need Tickets access. The customer sees ticket messages; they are not internal notes.
Step by step
- Open Tickets and filter the queue by the status you need to address.
- Open the ticket and read the conversation before replying.
- Assign a team member and use tags to organize the request.
- Write your response and attach materials using the supported options.
- Update the status while working and resolve the ticket when the question is addressed.
Handle requests without losing context
A ticket is a conversation with the client. Read the thread before replying and assign the person responsible for resolving it. Open, In progress, and Resolved distinguish pending work. Filters narrow the list, while header counters summarize the entire queue.
Everything written in a ticket is visible to its client; use Tasks for internal coordination. Before attaching a file or link, check that it is the right one and that it opens. Resolving a ticket closes its follow-up; it does not replace an answer. If a client cannot see a ticket, check their portal account and the person associated with the request.
What to expect
The customer can follow the conversation and your team can see its status.
Troubleshooting
Keep internal comments out of the student’s thread. If a link is rejected, check the providers allowed by the field and use an HTTPS URL.