OST-part 2

Learning objectives: 1) identify prioritization of responses, 2) identify situations to slack/call for help/alert others to, 3) recognize tickets to leave alone, 4) transfer or assign a ticket to a teammate, 5) edit or create a new canned response, 6) check the sys admin OST page

Now that you have the basics down, lets explore a few more nuanced elements of OST!

Priorities. Most of the time you'll be able to take OST as they trickle in, but sometimes there are pileups (Monday mornings, at the start of the semester). When you need to prioritize who comes first, use this guide:

1) Based on price point, college and university faculty (especially UT) get top response priority–try to respond to these immediately/within 15 minutes from when they come in if at all possible. After a while you'll recognize some key names, and Leta's happy to give you a list of common folks for the current semester.

2) OnRamps requests, usually submitted by Jason Dowd (UT eid: jd38484)  (and seasonally Aron Johnson and Paris Mygett) are our second highest priority–sometimes these requests are timely (one of their high school instructors, denoted learning assistants or LAs in quest, can't reopen a test, grant a late submit, something timely), and sometimes these are just a heads up. If you see one of his come in and need help, please don't hesitate to reach out to the team.

3) College students and high school teachers are a tied for third–we certainly want to address their issues in a timely fashion, but if there's a little more of a wait time, that's okay. High school teachers and their classes are sometimes used as guinea pigs/beta testers as we start to ease folks into anything unknown because they get quest at a radical bargain price, and they're the least likely to affect Quest's brand reputation at UT (eg they're not going to complain to their department chair and get us in hot water for not having a certain feature).

Help! or Help?

Please reach out via slack to the team if something looks troublesome that could snowball quickly.

Concerns voiced that are timely (ie my students–all or one--can't access can’t access an assignments, trying to publish for an exam starting in an hour, etc) or that which could negatively snowball and affect a lot of people quickly (and thus, would behoove us to resolve before it goes bad for many) are the main things that should be escalated to Shane and Ian via slack.

Alternatively, if there's a notable volume of the same concern voiced in a small timeframe (> 4 students in less than an hour noting the same irritant) that's also important, although it may not be urgent.

More information on what issues could be urgent here (and are urgency decoys) here.

Tickets that look open, but are being monitored

Jess is the billing expert, so anything having to do with billing or payment (indicated where the subject has [quest.billing] as shown in the first two lines below), leave it to her unless she's asked and trained you to take it. Also, if a teammate has forwarded something with Attn: in the subject line, it's likely that they're monitoring it–it doesn't hurt to open and see what's going on, but it's likely that the person who submitted it is keeping tabs (3rd below). Please check in with the person before taking any action as they may be planning (or waiting for) something else.

Transfer a ticket to another

Sometimes we need to tag team to resolve an issue, or we're just sick of a particular client and need some backup. It's useful to reach out to the person you want to transfer the ticket to to give them a heads up, but on the OST side take the following steps to transfer responsibility to them:

-open the ticket and click the body shape, select agent

-select the person you want to transfer it to. Including a note is helpful to provide some context.

Edit or create a new canned response

When the public facing wiki gets updated sometimes links in the canned responses need to be updated too, and other times a new canned response is needed. Take some time to peruse the canned responses to see what's readily available (general - clear cache, general - close unresponsive ticket, general - change profile information, Instructor sign up- approve (HS instructor) are the most frequent ones I use.)

To update or add a new canned response, click on 'knowledgebase', and click on canned responses:

-to edit a response, click on the message you want to edit to pull it up, change it, and click save changes at the bottom:

-to make a new message click 'add new response'. create new response and label it so others can find it, and save it.

Sys admin OST page

OST has a 3-7 minute delay from sending to being received (and, sometimes, messages get dropped). As a backup way of checking messages coming in there's a way to see messages in real time coming in on the systems admin page, email tab

https://lbtest.cns.utexas.edu/systemadmin/main?tab_0=users-a

click the email tab, enter in start date and end date that is in the current moment, and click search. Messages will show up below for the time frame indicated.

Review! Can you now...

1) identify prioritization of responses?

2) identify situations to slack/call for help/alert others to?

3) recognize tickets to leave alone?

4) transfer or assign a ticket to a teammate?

5) edit or create a new canned response?

6) check the sys admin OST page?