Closing an ticket when an issue is resolved

• When we’ve fixed the student’s issue through troubleshooting​

• When we have fixed the student’s issue through things we can do (moving classes in DP Admin, marked a decision for the 3YD, etc.) ​

Does someone else need to fix this ticket?

• Escalate it! ​

• Don’t hold onto a ticket you can’t fix. Send it to the correct

• Do not close a ticket owned by another team (DP, Tech Support, Transfer, Ensign Registration, etc.) even if you think the issue is resolved. ​

• These teams may have additional steps they need to follow before the ticket can be resolved. 

Closing a ticket when we’ve given information

• When we are sure the student has all the information and the next steps they need to proceed. ​

• Look ahead for information the student may need to know when they are taking those next steps 

• Asking a question is not give information​

• Make sure you understand the question the student is asking  - ask follow-up questions (preferably over the phone) instead of guessing

Closing a ticket when we can’t get a hold of a student

• We’ve tried to contact the student multiple times, using multiple methods, and the student has not responded​

• A general rule is to close the ticket if the student hasn’t responded in 3-5 business days​

• Let the student know how to reopen their ticket if they still need help

Other Best Practices

• Document, Document, Document​

• Make a note EVERY TIME you try to contact a student.​

• This protects you. If the student comes back and says we didn’t contact them, we will have your notes showing when and how you did.​

  Call whenever you can. When you call a student​

• You will get information faster and be able help the student and close the ticket sooner​

• You will get all the information at one time, rather than going back and forth over several days​

• Student satisfaction (especially for domestic students) is higher​

Leave great resolution notes

• Make sure the student knows exactly why the ticket was closed and what we did to help them. ​

• Double Check the notes are readable by students (no acronyms or work lingo like PATH, C2, etc.)​

• Always be polite and professional ​

Recap

• Should I close a ticket? ​

• Has the student’s issue been fixed? ​

• Have I given the students the information they need to proceed? ​

• Has the student stopped responding to me after I’ve tried to contact them several times? ​

How are we tracking tickets?

• Initial response time: ​

• When you pick a ticket, you should reach out to the student within 24 hours, even if you don’t have a solution for them yet​

• Time to resolution​

• How long passes between a ticket arriving in our queue and being closed​