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Summary:
This article will provide steps and sample verbiage to use when replying and interacting with a Requestor in a TD Ticket
Related Video:
Content:
Using the Knowledge Base
- Type search criteria into the search bar at the top right
- Any questions you have about tickets should be directed to the Shared Student overseer for that week. Responsibility for this can be found in the Academic Technology Shared Student Microsoft Teams calendar. Use the Teams chat area to communicate with the overseer.
- While working in a ticket please change the status to In Process and keep it in the student queue. This will allow others to know that the ticket is being processed.
Framework for the ticket response can be found in the instructions below.
Replying to an end user with a KB article or steps for completion
If there is a KB article that helps the end user through their issue you can reply to them with a link to the article. You can also provide the steps for remedy by inserting them into this reply.
- Click Actions and Choose Update
- Change status to In Process
- Click in the Comments
- Add an appropriate note
Dear _________,
Please see the following article for help with your issue.
( Link to article or steps)
If you require additional assistance please reply to this email.
Thank you,
Teaching and Learning Technologies
- In the Notify field, select the person(s) you would like to be notified with the comment once you save the ticket.
- Click Save
If the ticket can be closed at first reply:
- If the ticket is straightforward and the Comment provided will solve the issue, the ticket can be closed immediately.
- In this case, change the Status to "Closed", notify the appropriate people and in Resolution Action select the option that applies. 99% of the time it will be "Provided How To/Documentation/Training
Need Additional Help?
Contact the ET&S Help Desk team on your local campus.