How to Document a Ticket for Appalachian State University

This article outlines the required steps for properly documenting a ticket for Appalachian State University in Zendesk.

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**Any field marked with an asterisk (*) is required. Tickets cannot be submitted unless all required fields are completed.

1. Select Brand

• Brand: Appalachian State

2. Requester

1. Automatically populates from Aircall

2. Do not edit unless incorrect

3. Assignee

• Select App State Support

• Then select your name

4. Followers

• Leave unselected

5. Form

• Select App State

6. Tags

• Leave blank

7. Best Contact Number

• Enter the caller’s contact phone number

8. Spoke To

• Select one:

  • Student

  • Parent

  • Other

9. Call Transfer State

• Select one:

  • Warm Transfer – Yes

  • Warm Transfer – No

10. App State Email

• Add only if the caller has an Appalachian State email address

11. Alternate Email

• Enter an alternate email if the caller does not have an App State email

• If no alternate email is available:

  • Paste the App State email from the field above or

  • Enter: [e-mail]

12. Banner ID

• Capture the Banner ID if provided

• If unavailable, this field may be left blank

13. Passphrase

• Capture the passphrase from an authorized user before:

  • Level 2 transfers

  • Escalations

• If the parent does not have the passphrase, the field may be left blank

14. App Issue Type

• Use the drop-down menu to select the issue discussed

• If the issue is not listed:

  • Select Other – Specify Issue

  • Clearly document the issue in the Notes section

15. Department

• Use the drop-down menu to select the appropriate department

• If the department is not listed:

  • Select Other – Specify Department

  • Include the department name in the Notes section

16. Notes Section

• From the drop-down menu, select Public Reply

• Include the following:

  • Caller’s name

  • Reason for the call

  • Action taken

Example:

Jessica Jones called in with a question regarding her student’s parking pass. Verified there were no additional questions or concerns. Provided the contact number and business hours for the Parking & Transportation Department.

17. Subject

• Enter a subject line that accurately reflects the reason for the call

18. Submit Ticket (Status Selection)

Monday–Friday | 8:00 AM – 5:00 PM

• If the issue was resolved:
  → Select App State Solved

• If the department is closed and the issue was still resolved:
  → Select App State Solved

Outside business hours, holidays, or department closures

• If the issue cannot be resolved:
  → Select App State Escalate