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teachers & students in ticket creation

  • August 30, 2022
  • 5 replies
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GWade
Contributor
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We are a cyber school that a lot of our tickets are generated by the teachers on behalf of students.   No matter how many times we tell them, they still put in the ticket as themselves.   Then we have to follow up with them to see what student needs help and remind them about the “on behalf” part.   Its wasting our time and is dragging out the resolution. 

Is there any way to customize the ticket creation process and add in a splash page / pop-up / banner / etc?   Ideally a mandatory step that says is this ticket for you or someone else?   Thanks!

Best answer by Kathryn Carter

@GWade You could also add a custom field on the ticket that is required! It could say something like “I have checked the owner of the ticket” and have them check yes or no. This would require them to double check they have updated the owner if it is for a student.

 

    S

    5 replies

    Reesa Azar
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    • Reesa Azar
    • Community Manager
    • August 30, 2022

    Hi @GWade, Would love to hear from the community members, and in the meantime, here is an article on using the Announcements App that you may be able to use- 

     

    Reesa Azar- Community Manager
    GWade
    GWade
    Contributor
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    • GWade
    • Author
    • Contributor
    • August 30, 2022

    Hi @GWade, Would love to hear from the community members, and in the meantime, here is an article on using the Announcements App that you may be able to use- 

    @Reesa Azar  I don't see an option to limit the announcements to a group, looks like all users (staff, teachers, & students) would see this.   Even if we put up an announcement, not sure if they would read it, sad to say this but we have seen this in the past.   Hoping to get some other ideas. 

     

     

    Reesa Azar
    Forum|alt.badge.img+14
    • Reesa Azar
    • Community Manager
    • August 30, 2022

    Hi @GWade, Would love to hear from the community members, and in the meantime, here is an article on using the Announcements App that you may be able to use- 

    @Reesa Azar  I don't see an option to limit the announcements to a group, looks like all users (staff, teachers, & students) would see this.   Even if we put up an announcement, not sure if they would read it, sad to say this but we have seen this in the past.   Hoping to get some other ideas. 

     

    @GWade You are correct, when using the Announcement App it is for all users. Let’s give the community an opportunity to give some ideas on how you can communicate your processes to the teachers.

     

    Reesa Azar- Community Manager
    GWade
    Kathryn Carter
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    • Kathryn Carter
    • Community Manager
    • Answer
    • August 31, 2022

    @GWade You could also add a custom field on the ticket that is required! It could say something like “I have checked the owner of the ticket” and have them check yes or no. This would require them to double check they have updated the owner if it is for a student.

     

    Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
    GWade
    GWade
    Contributor
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    • GWade
    • Author
    • Contributor
    • August 31, 2022

    @GWade You could also add a custom field on the ticket that is required! It could say something like “I have checked the owner of the ticket” and have them check yes or no. This would require them to double check they have updated the owner if it is for a student.

     

    great suggestion, we may go this route 👍

    Reesa Azar
    Kathryn Carter
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