Ticket Processing
Specialist Notes: SR for reaching out to users experiencing course-related issues while asking for the name of the course. This SR is to retrieve the u...
Wed, 13 May, 2026 at 3:21 AM
Specialist Notes: SR for asking users to switch to another browser if the issue was not resolved in chat. This SR is to retrieve the user's system ...
Wed, 13 May, 2026 at 3:21 AM
Specialist Notes: When a ticket has been set to ‘Waiting on User’ for 72 hours and there has been no response from the user, an automation reopens the...
Wed, 13 May, 2026 at 3:21 AM
Specialist Notes: Use this Ticket SR to follow up on tickets with the status 'Waiting on Customer' and are 2-3 days old. If we can check the u...
Wed, 13 May, 2026 at 3:22 AM
Specialist Notes: Standard Response: Hello [Client] Administrators, Can you assist us with the following course launch issue, please? U...
Wed, 13 May, 2026 at 3:22 AM
Specialist Notes: Standard Response: Hello [Client] Administrators, Can you assist us with the following course [launch, progress, completio...
Wed, 13 May, 2026 at 3:23 AM
Specialist Notes: CLEAR CACHE Cached data is files, images, scripts and other media files stored on your devices by a website or app. Data is stored ...
Wed, 13 May, 2026 at 3:23 AM
Specialist Notes: Each client has their preferred browser(s) and required settings for their LMS. A support specialist should be familiarized with the ...
Wed, 13 May, 2026 at 3:23 AM
Specialist Notes: This SR is to be used when a user contacts End Support for assistance but later responds that they resolved/figured out their own iss...
Wed, 13 May, 2026 at 3:23 AM
Specialist Notes: This SR is to be used when a user contacts End-User Support for login assistance but the account details show the user was able to lo...
Wed, 13 May, 2026 at 3:24 AM