Help Desk/Quest Onboarding

Open Source Ticket, or OST, is the centralized communication pipeline with clients. Many will report problems experienced, far fewer will offer accolades and praise. The purpose of these pages is to provide an outline of how to support fielding these OST inquiries with a high degree of timeliness, customer service, and satisfaction. Quest is constantly changing and evolving, so if you see areas where these pages are needing updating please do so!

•Your role is to solve problems in a timely fashion, and alert others if looks like something (currently small) could snowball into a much bigger problem. Start by slack'ing Shane or Ian: https://qtrac.cns.utexas.edu/trac/wiki/ContactList

•UT faculty and external college faculty get VIP treatment (as they are the gatekeepers of use). Student and high school teacher requests take second tier priority, but still aims to be resolved within 48 hours of initial outreach, and can still warrant calling someone else in on if a class doesn’t have access/functionality of service is blocked.

•High schools (instructors and students) tend to be the guinea pigs when new features are rolled out, as they get the product at cost and are the least likely to politically sway anyone at UT for irritants or interruptions.