Reopened Tickets

It's our responsibility to decipher these concerns, even when they may initially appear unrelated or separate from the original ticket. These students have traversed through the standard support channels without finding a resolution, and it is our duty to provide them with the assistance they need. Your careful attention and dedication are paramount in ensuring that these reopened tickets result in comprehensive and satisfactory resolutions for our students. 

One thing to note: the CRM doesn't actually reopen the ticket. It creates a new ticket for the student to let us know their issue wasn't resolved. However, we call these reopened tickets so the student knows we're working on the same issue. Make sure to look at the student's previous tickets to really understand the issues they have! 

Resolving Reopened Tickets

1. Pick the reopened ticket from the Support Escalations Queue. 

2. Careful Review of Ticket Details:

• Thoroughly examine the reopened ticket, paying close attention to the escalation description and survey responses. Ensure a clear understanding of the student's needs and the reason for reopening the ticket.

3. Examine Previous Interactions:

• Explore the student's contact record, focusing on past tickets and interactions. Pay special attention to the closed ticket that the student wishes to reopen. This step provides context for the current issue.

4. Collaborate with ASA and Other Teams:

• Work on the reopened ticket and collaborate with your ASA if communication with the previous advisor is necessary or if involvement with other teams, such as the degree planner or ES-PC team, is required.

5. Effective Communication with the Student:

• Initiate communication with the student to provide updates on the progress of the reopened ticket. Prioritize phone calls, especially for students in English-speaking countries, and send clear, informative emails if phone contact is not feasible.

6. Continuous Work on the Ticket:

• Continue to address the student's concerns, collaborating with relevant teams or individuals to ensure a comprehensive resolution. Keep the student informed throughout the process.

7. Timely Resolution or Follow-Up:

• Resolve the reopened ticket when the issue has been successfully addressed. If there is no response from the student within 5 business days, close the ticket and document the actions taken.

8. Detailed Resolution Note:

• Add a detailed resolution note to the ticket, outlining the steps taken, communication with the student, and actions performed to resolve the issue. These notes will be emailed to the student, so take care when writing them. 

Duplicate Tickets

In the course of resolving reopened tickets, you may encounter situations where a ticket appears to be a duplicate, often due to an existing open ticket with another team, such as the Degree Planner team or Tech Support. To efficiently manage these scenarios, follow these steps:

1. Communicate with the Student:

• Before marking a ticket as a duplicate, communicate with the student. Inform them about the existing open ticket, its current status, and provide the ticket number if applicable. Transparency is key to maintaining a positive support experience.

2. Information Transfer:

• Move any new information about the issue from the duplicate ticket to the existing ticket. Utilize the notes section to document this information. Sign your name on the note to facilitate communication with the team currently working on the ticket, should they have any questions.

3. Avoid Assigning Duplicate Tickets:

• Do not pick the duplicate ticket if it is already assigned to the correct team or another agent. Resist the urge to assign it to yourself unless you know the advisor assigned to the ticket is no longer with Bloom or BYU-Pathway.

4. Mark as Duplicate in Student Visibility Section:

• In the Student Visibility section of the ticket, mark it as a duplicate to clearly indicate its status. This ensures that everyone involved is aware of the duplicate nature of the ticket.

5. Mark the Ticket as Resolved:

• After completing the necessary actions, mark the duplicate ticket as resolved. This step helps maintain accurate records and ensures that the resolution status is reflected in the CRM.

Remember, efficient handling of duplicate tickets not only streamlines our support processes but also contributes to a more organized and effective resolution workflow. Your attention to detail and adherence to these guidelines are crucial in providing top-notch support to our students.