How to View and Manage Learning Tickets


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How to View and Manage Tickets

Where can I view my tickets? 

  • Log in to your account.
  • Click View Tickets from the Home page or Tickets from the navigation bar.


How can I filter my tickets? 

  • Click on the ticket status dropdown and select the desired status.
    • All Tickets: Displays all tickets, regardless of status (excluding Archive). 
    • Open or Pending: Displays tickets that have not been resolved yet. 
    • Resolved or Closed: Displays tickets that have been resolved. 
    • Archive: Tickets are archived once they have been in closed status for 30 days.

 

How can I submit a new ticket?  

  • Log in to your account.
  • Click Submit a Ticket from the Home page or navigation bar. 
  • Select the appropriate product from the dropdown menu.
  • Fill out the form as thoroughly as possible. 



How can I escalate an existing ticket?  

  • Log in to your account.
  • Click View Tickets from the Home page or Tickets from the navigation bar.
  • Click on the ticket you wish to escalate.
  • In the field, Would you like to escalate to a Supervisor? select Yes from the dropdown and then click UPDATE.
  • Navigate to your email inbox and open the link to the Ticket Escalation Form.
    • Complete the form and click Submit.
    • Note: To help us escalate it appropriately, the ticket will only be reviewed by a Supervisor after the form has been submitted. 
  • You will then receive a notification of a new ticket being created with the subject indicating it is an escalation. You will also see this escalated ticket in your Tickets view.



Archived Tickets

What is an archived ticket?

Tickets are archived once they have been in closed status for 30 days. These tickets are not deleted; instead, they are moved to the Archived section, which you can view at any time. 


How can I reopen or respond to an archived ticket if I want to follow up on the same subject/issue? 

While it is not possible to reopen an archived ticket, you can reply to it, and a new, follow-up ticket will be created in the system. 


When an archived ticket is replied to, the subject of the new ticket will show as 'RE: archive ticket number: archive ticket subject"

  • e.g. 'RE:123456: Password reset help'