Lesson 14: Practice Emails and Tickets

The best practices to pick an email

Step 1. Below you see a screenshot of the Queue, make sure you are under General Support.

Step 2. You will double click one of the emails you see to open and review before selecting. 

Picking the email

Step 3. Select the email you want to respond to, by clicking the circle 

Step 4. Hit pick and route it to yourself, make sure you select yes and it is removed from the queue 

Step 5. Hit the three dots, and go to activities. you should see the email or emails you have selected. 

Step 6. The first step you will always do is checking FERPA, by looking at the details section located on the right. 

Step 7. You then will look at the Path to double-check check the information is correct and accurate. You must have three items that match to confirm FERPA

Step 8. You will then find a knowledge search article with the information needed to assist the student. 

Step 9. Once you have found the answers and are ready to answer you will hit the reply button on the top right corner. 

Always look at the students information and background information. It is always ok to ask further questions to ensure you are giving them the correct help or answers. 

You can also look into the students previous interactions bottom right will always show previous conversations and tickets, reading these allows you to more fully understand the issues or if this is a recurring issue. 

Step 10. Once you are ready to write, you will select the template. 

You will select Insert Template, 

Step 11. You will 1 PSC Email structure, this is what the email should look like. 

Step 12. Before sending double-check that the font is correct, Times New Roman, 12 Point. And make sure that grammar is correct and the message is easy to understand. Once you have double-checked hit the save button, and then hit send.

This section is responding to a ticket

When selecting a ticket you will follow the first 6 steps as shown above. You will then follow these steps. 

Step 1. Timeline is located under the ticket information section, this is where you can leave notes about what you found when doing research on the ticket request, this allows an easy timeline to know how the student has been helped and if it is sent over to advising they will have more information as well to help the student. 

Step 2. On the bottom right you will the section asking the status of the ticket, you will select the current status of the ticket.

Step 3. If you notice that the ticket request is an issue you can not solve and needs to be escalated, for example, this student needed help with changing a certificate and the knowledge article suggests setting an advising appointment, you can select the product/service and send it to the correct department (in this case advising). You then will follow steps 4-6 if escalating a ticket. 

Step 4. Once you select product/service, you will see another box pop up with the department's name in this case the name is advising, select the issue the student is having or wants to be resolved. 

Step 5. Before sending it over to the Advising or whatever department it is being escalated to you will need to scroll down and and change the ticket being sent ticket to from general support to the department that it needs to be sent to.

Step 6. If sending a ticket to another department you will then hit the save button and refresh the page, once you go back to your activities it should no longer be in your queue.

Step 7. When solving a ticket, even if you escalated the ticket you will send an email. 

1. You will hit the plus button top right corner.

2. Select activities

3. Select email

Because you have checked for FERPA in PATH, you will have the students email. You will then follow the steps 10 and 11 from above in sending an email section. 

The reason for sending an email even if you escalated the ticket is so that the students are informed and know that they are being helped. 

Step 8. It is important under details, you will then link the ticket on the right side, this is very important to ensure that the ticket is linked. 

Step 9. Before sending double-check that the font is correct, Times New Roman, 12 Point. And make sure that grammar is correct and the message is easy to understand. Once you have double-checked hit the save button, and then hit send.

If you don't remember the ticket number the following instructions will help you to find the ticket number.

Go to the three bars on the left, and select student. 

You can add the students name, email, or student ID on the right hand side search bar. 

Select the student and open. 

This will give you all the information on the student, and you can see the most recent ticket, where you can copy the ticket number to put into the email. 

You will then link the ticket on the right side, this is very important to ensusre that the ticket is linked.