Priority Students

Introduction

In the context of this team, Priority Students are students with more than one ticket open at a time. Students may have more than one ticket open because they have multiple distinct issues that require their own tickets. But often, multiple tickets are created by different mentors, advisors, and agents for the same issues.  The consequences of having multiple tickets for the same issue are significant—prolonged wait times for all students and potential confusion for those managing multiple interactions with various advisors and agents.

Responding to this challenge, our vice president has entrusted us with a special mission: to provide exceptional care to students with multiple tickets. This entails a strategic approach, which may involve combining and merging tickets to streamline information efficiently. Alternatively, our focus might shift towards addressing individual issues comprehensively. Throughout this process, clear and consistent communication with the students remains our guiding principle. 

Remember that when a student has multiple tickets open, that means they have reached out for help multiple times. They need extra care as we work to help them through their educational journey. 

This will bring up the list of priority students. 

In the # of Tickets Open column, you will see how many tickets are open for each student. We want to start with the students with the highest number of tickets. 

Picking Students to Work On

To keep track of who is working on which students, we will use this spreadsheet:

Priority Students Winter 2023.xlsx

To open the spreadsheet, you will need to be signed in with  your church account. 

To pick a student to work on: 

• Find a student  on the Priority Student list in CRM. Remember - we want to start with the students who have the most tickets open. 

• Check to make sure that student is not  already being helped by someone on the  spreadsheet. 

• Fill out the relevant information in the spreadsheet. Change the Complete field to No. 

• Once you have followed the steps below to help the student, change the Complete field to Yes.  
  
  

Helping Priority Students 

Goal: Only have one ticket open per issue

1. Select a Student from the Priority List:

Choose a student from the priority list who is not currently under active investigation.

2. Update Working Status on the Spreadsheet:

Mark your engagement with the chosen student on the dedicated spreadsheet, accessible in the Hub. 

3. Thoroughly Review Tickets:

Scrutinize all open tickets associated with the selected student. Identify if these tickets pertain to the same underlying issue. Evaluate if any tickets can be logically combined. Check if any tickets are already assigned to an agent.

4. Combine Tickets as Necessary:

If merging is required:

• Consolidate information into the notes section of the oldest ticket or the one currently under active resolution.

• Notify agents who own tickets about duplicates or any new information now residing in the ticket notes.

5. Assist the Student:

If the student's issue has not yet been addressed, provide assistance in resolving their concerns.

6. Communicate with the Student:

Reach out to the student to convey:

• That their issue is actively being worked on.

• That duplicate tickets are being closed to streamline the support process.

7. Update Spreadsheet and Conclude:

Mark the student as "complete" on the spreadsheet to indicate the resolution of their issue.