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Summary:
There are times where a requestor may come or call directly to Teaching and Learning Technologies to ask a question or request assistance. In these cases we will need to "back" the ticket into the system for the requestor to ensure we have record of the issue and can report on it.
Content:
Our goal is to assist the user in an effective and efficient manner. This includes NOT passing the user around to other departments or teams, but taking as much information as possible to determine the users needs.
Taking a call:
In some cases users may call into Teaching and Learning Technologies and get through to the front desk. In the event that the Teaching and Learning Technologies Office Manager (Holly Hillsgrove) takes the call she may ask the student assigned to the front desk to assist with the call and may transfer to the caller to the student. If the student at the front desk takes the call and determines that they can either assist the user or they need to escalate to another team a ticket must be created.
Receiving an email from a TLT Member:
In some cases a member of the TLT team may work with a client on an issue or question via email. Once that issue has been completed the TLT member may send an email to the student on shift and ask them to 'back' at ticket into the system. In this case the student would simply create the ticket and if the issue has been resolved, they will copy and paste the entire email thread into the ticket and mark it as closed.
Creating a Ticket:
While you have the user on the phone or in the office determine the nature of the call, the application in question and the particular issue. Whether you assist the user by answering their question or having to escalate to another team a ticket needs to be created to account for the call and issue. The easiest way to create the ticket is to use a Web Form.
Web Forms: These are electronic forms that can be accessed so the user can fill out specific information and automatically route that ticket to the correct queue. Most tickets created for a Teaching and Learning Technologies application will get routed to the Shared Student Queue. Each application has a web form specific to it as required information may change from application to application.
Filling out a Form: The easiest way to access the forms is through the Team Dynamix Knowledge Base/Services
https://td.usnh.edu/TDClient/Requests/ServiceCatalog?CategoryID=30
A link to application specific forms can typically be found as well at the bottom of each Knowledge Base article under the "Need Additional Help" header.
Through phone conversation determine which application is in question, navigate to the above link and located the correct service and using the Request Support icon access the form, Fill in as many of the fields as possible asking the user on the phone as required to provide the information. Once the form is complete, select Save. This will create a ticket and route it to the appropriate queue.
Student Answered the question: Access the ticket from the Shared Student queue, update the ticket with notes from the conversation, action items and resolution outcome closing the ticket.
Student needs to escalate the ticket: Access the ticket from the queue, add any specific information necessary from the call and re-assign the ticket to the appropriate queue for further follow up. This includes queues outside of Teaching and Learning Technologies.
If questions arise and the student requires assistance, please find someone from the Student Leadership Team for assistance or contact the ET&S Help Desk team on your local campus.
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