Pando: Six keys to faster ticket resolution
The more detailed information that you provide in your ticket, the better a Technical Support representative will be able to help you.
Use the following tips to make your tickets the best that they can be.
- Be as descriptive as possible in the ticket summary.
- For example, “Destiny – Student” Export not returning expected results is much more helpful than Export not working:
- Type the exact name of the tool in error.
- In the example above, “Destiny – Student” Export will return results faster than student export or just export.
- Type the navigation path.
- This helps the Technical Support representative reproduce your error:
- Give user examples whenever possible.
- If you can specify a particular student or teacher record that you were working with when you got a particular error, all the better.
- Define input parameters.
- For example, which school and grade level were you working in?
- Set priority properly.
- Options are:
- Critical: Must be done ASAP – in the next few hours
- High: Needs to be done by close of business today
- Medium: Can be done in the next few days
- Low: Not in any hurry – can be done in a week
Note: If you set a ticket as a Low priority, and six days later you have not seen any activity on it, you have the option of escalating the ticket to a higher priority. Do not create a new ticket.
