After Hour Support

This Knowledge Base article outlines what information to verify and document within Zendesk following Student Account Support Hours- Monday-Friday (8am-5pm) (excluding holidays and weekends)

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After-Hours Support 

We will support App State 24 hours a day. 
After 5:00 PM EST and before 8:00 AM EST, the agent should make every effort to resolve the issue using the provided information.

If the issue cannot be resolved, set the following expectations with the caller:

• Someone from Student Accounts will be in contact within 24–48 hours, excluding weekends and holidays.
• Ensure the caller’s name, student Banner ID, and phone number, and email address are documented on the ticket.
• The completed ticket will be emailed to [e-mail].

*Complete the ticket fields within Zendesk with the above information.

Student Accounts Office Hours

Monday-Friday	8:00am-5:00pm EST
iTOD Support	24 Hours
Level-2 *Level-2 is an internal number only DO NOT provide to callers.	(828) 262 – 5353
Contact	[phone] [e-mail]