The ticket criteria and checks are to ensure that our callers are being supplied with correct and ample information to address their concerns and needs. The helpdesk agents follow this simple rubric to ensure the help desk efficiency.
- Are all mandatory fields filled correctly (including Institution).
- Classified ticket with the correct ticket helpdesk and categories
- Assigned ticket to correct staff member/ if applicable
- Details in the Request Detail Section
- Name of the student/faculty/staff
- Documented accurate ticket subject that meets description of caller’s issue
- Documented the support given, steps to take to resolve issue, correctly
- Offered the helpdesk phone number, times if more assistance is needed.
- Ensured ticket was free of spelling, punctuation, and grammatical errors
- Correct formation of the words: GoVIEW, B Virtual, eCore, eMajor, USG eCampus, SmarterProctoring