Ticket Etiquette

This article will inform you on the following:

• How to properly submit a descriptive Support Ticket item. 
• What not to submit when sending a Support Ticket item. 
• How to take screenshots using a standard computer keyboard. 

First Glance

At Nightingale College, we want you to be comfortable with completing your work electronically, and we want you to do so with the fewest technical hiccups in-between. Unfortunately, not all things can be foreseen. Alas, we have created a system in which you the Learner may submit any technical issue you have, whether it be something to do with your Office 365 software, your online homework assignments, testing, you name it. If it's technology related we'll likely have a fix or an answer for you. (And if we don't have one right away, we'll try our best to resolve your issue!)

However, making sure that you've properly provided all of the necessary information when submitting a ticket can be a little tricky. Continue reading this article to gain a better understanding of what is a "good ticket" and what is a "bad ticket" when sending them to our Support Staff. 

What is a "Good" Ticket?

You may be asking yourself, "what exactly is a good support ticket?" Well, in short, a "Good" support ticket is something that isn't short on detail. A good support ticket takes the time to include all of the details regarding your question and/or issue so that our Support Staff may spend less time reviewing your problem, and more time fixing your problem. In most cases, good tickets are often compiled with attached images of the specified issue or problem. *Even if your issue may not require the necessity of a screenshot, it is still highly beneficial to our Support Staff when the reviewing process begins.*

We've provided an example of a "Good" & "Bad" support ticket below- notice the difference in the Subject Line of the email, as well as the emails contents. (Screenshot, detailed subject line and subject body)

If you don't know how to take a screenshot, we have the how-to article for you! - View Article

👍 "GOOD" Support Ticket:

👎 "BAD" Support Ticket:

 

Remember to be specific, tell us which course, how the problem happened, anything that you can recall about the problem.