Ticket Handling

How to create a ticket?

Creating a Ticket

  1. Click the Contacts tab.
  2. Using either Basic or Advanced Search, search for the Contact record of the person reporting the issue using Users Name / Student ID.
  3. Once you locate the appropriate contact record, click the name to go to the Contact’s display page.
    1. If you cannot locate an appropriate contact record, return to the main page of the Contact tab and click the New button.
    2. At the very least, fill in the following fields:
      • First Name
      • Last Name
      • Account Name – Click the magnifying glass button and select  Compton College
      • Student ID
      • Email
      • Phone Number (if available)
    3. Click Save. The Contact’s display page will load.
  4. Scroll down to the Tickets section and click the New Ticket button.
    1. Select Compton College _Ticket from the Record Type drop down and click Continue.
  5. Fill out the fields as shown in the table below and click Submit.
Field in Ticket What to Enter
Account Name Compton College (this should be filled in automatically)
Contact Name The contact you selected above should be filled in automatically.
CC Email single alternate email address, if needed. All communications that go to the Contact will also go to this address.
Campus Select the appropriate campus from the drop down.
Building Select the appropriate building from the drop down (if applicable).
Ticket Category
Ticket Type
Ticket Item
Categorize the issue appropriately.
Support Type OneStop
Parents Case Agents should enter ‘Parent Ticket’ number in this field.
Support Type
  • Choose ‘NA‘ in all cases.
User-added image

Note: Agent should choose ‘No relevant KB available’ if they don’t find the relevant information in internal knowledge base articles to resolve the issue.

  • If you Resolved the issue, set status to Closed Successful.
  • If you need to Escalate the issue, set status to Action – Automated Escalation.
  • For pending issue keep the ticket on Awaiting Customer Reply

Note:  Create & Submit the ticket in new Status & then change the status to Closed Successful OR Escalate(Action – Automated Escalation) as needed & Submit the ticket again.

Case Source How did the contact come in? (Phone, Chat, Email, Walk up)
  • Low: Planned tickets (not break-fix). Eg. audio visual equipment requests, purchase requests, etc.
  • Medium: MOST tickets will be this.
  • High: Work stoppages isolated to a particular area. VIP users.
  • Urgent: Outages only.
Subject Short description of the problem.
Description Required Information!

  • ID number:
  • Phone number:
  • Email:
  • Alternate Email(login issue):
  • Course ID/Name(LMS Issue):
  • Issue:
  • Troubleshooting notes:
  • All KB Article numbers followed during the interaction.
Internal Notes “To add notes to an existing ticket.”

DO NOT use this field EXCEPT for the following reasons:

  • Troubleshooting steps that are too complex for an email and require live assistance.
  • Website URLs used during the course of troubleshooting that are:
    • Confidential Information
    • Other universities or clients
    • Forums and message boards, blogs, social media, and other sites that could be seen as unprofessional.
  • Specific information that the client asks to be put into the field. (this will be documented here where applicable).

NOTE: Do not use this field for notes on irate callers. Instead, simply write a comment that explains the urgency that the user expressed.

Resolution Notes You MUST fill this in if you are closing the ticket. Following are examples of the kind of notes that should be included:

  • Final description and status of the issue.
  • Post-call instructions for the user.
  • Self help troubleshooting instructions for if the issue occurs again.

Keep in mind that this field is sent to the end user in an email when the ticket is closed.

Mail this page!

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