With the advent of Airtable, it has been made easier to track requests via ticket automation. Sometimes you may need to refer back to an old request, or check on the progress for a student you need to place onto one of our vans.


TABLE OF CONTENTS


The Ticket Section


On the portal, you can see those at any time under the "Tickets" header. From here, you can take a couple of actions:

  1. New Support Ticket - This is useful if you are inquiring about the feasibility of a request before entering information, or for something not handled within Airtable (For example, moving a student to a different trip).
  2. Check Ticket Status - On here, you have a listing of all tickets from you in our system. This will not cover requests made by anybody else in your district, only items you have sent in to us directly. These can be filtered in three different methods
    1. All Tickets - Shows you every request you have created regardless of its current status
    2. Open or Pending - Shows any request that has not been completed
    3. Resolved or Closed - Shows requests that have been completed
  3. Search - The search feature will let you search across the Freshdesk system. For the purposes of this article, it can be used to look for past requests. Just put in the term or terms you want, click on "Tickets" and you will see any results that meet your criteria.


New Support Ticket

This will let you send a ticket directly to the helpdesk. Fill out the subject, add in your text, and attach a file if needed, then press submit. Once you do, you will see the request you just made has been added to the system, and our staff will be able to see it and move forward from there.


Check Ticket Status

Clicking the ticket title will open up the request to see the paper trail of dialog between you and staff from TCT and Metrogrid. On the right, you will see the status of the request, which can fall under a handful of types:

  • Open - The request has been received but not yet looked at by staff. Or, if you reply to a request, this indicates that staff have not yet seen the reply.
  • Pending - We have looked at the request, but we either need more information or further feedback from you to proceed further
  • Working - We have found a spot for the request, and it is on our list of changes to make for the start date we have set.
  • Closed - You have seen the changes and the request handles what you need for the student.


Only "Resolved" or "Closed" requests will show up on the Resolved or Closed filter. All other statuses will show up on the Open or Pending filter.