An effective ticket is one that provides sufficient detail to allow us to swiftly assess the issue and determine the best course of action. In this guide, we’ll provide you with some tips for composing a ticket that ensures your concern is addressed promptly and efficiently.
Step 1: Keep Calm & Describe Your Issue!
As English author and humorist Douglas Adams famously advised, "Don’t Panic." We understand that encountering an issue can be stressful, but rest assured, we're here to help resolve it as quickly as possible. Before submitting a support ticket, take a moment to collect your thoughts and articulate your problem in a structured manner. Providing thorough details serves as the foundation to effective troubleshooting and solutions.
Step 2: Visit help.drew.edu and potentially find the answer!
Our ticket submission interface features a prominent search bar that will suggest U-KNOW articles based on keywords in your query.
| Please note: We are continuously working to enhance this feature. If you use the search function and do not find what you're looking for, please let us know by clicking on the "Did this solve your problem?" prompt located in the bottom right corner. You can also include details of your search in the ticket description. |
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Assuming you weren’t able to find the information you needed, please proceed with crafting your support ticket.
Step 3: Craft a Clear Subject Line (If Prompted!)
The subject line serves as our initial point of reference for your ticket. Note that some ticket types will automatically apply a subject line, whereas others will prompt you to compose one. A concise and descriptive subject line helps us identify and prioritize your issue efficiently. For instance, a subject line like “Please Help! Unable to access Drew Email on Phone” is far more informative than a generic “Need Help ASAP!”
Step 4: Select the Appropriate Category.
Choosing the category that best identifies the nature of your problem allows us to route your ticket to the appropriate team members.
Within our system (help.drew.edu or R0B0SQRL), we offer five primary categories and various ticket types beneath them. If you're uncertain, opting for a General Question is always acceptable, but providing the right category can save valuable time.
Step 5: Give as full a description of your issue/request as possible.
This is where we delve into the heart of the issue. A detailed description enables us to address the problem swiftly and effectively. Here's what your description should include:
- Brief introduction of yourself
- Your name, your role within the university, and your contact information.
- If you’re writing on behalf of someone else or a department, please identify them in your description and share the ticket with them after submitting it.
- Your name, your role within the university, and your contact information.
- End goal
- Outline what you were attempting to achieve before encountering the issue. Describe the project or procedure you were working on.
- Technical details
- Please include as much as possible:
- What software/equipment are you using?
- What OS (operating system) are you using? What version?
- The computer’s name or serial number and whether it is Drew Issued or not
- The web address or URL where the error occurred
- The error message and/or code (See Step 6)
- Please include as much as possible:
- Time and Frequency - Specify when the issue first occurred and whether it has recurred. Provide details on the time(s) and frequency of occurrence to assist our investigation.
- Troubleshooting Steps - Please list any troubleshooting steps you’ve tried or what research you’ve put into identifying the cause of the issue.
Please NEVER include:
- Your password
- Any significant PII information such as SSN
- Any non-Drew financial/account information
Step 6: Please include screenshots/recordings when relevant
A picture is worth a thousand words! And fortunately, providing such visuals is fairly accessible. We’ve provided some links on how to go about using this wonderful feature:
You can share a screenshot or a file to the ticket after you've created it.
Step 7: Additional Details & Tips
Availability - It is always helpful to let us know when an ideal time to reach out to you is. We may ask to schedule a remote session or to meet over Zoom/phone. Inversely, know that our hours of operation are 9-5, M-F or as otherwise noted.
Keeping Information Together - Please keep details regarding your issue within the same ticket. If you reach out by other means, do not be afraid to mention your ticket number/name. Duplicate requests can lead to repeated troubleshooting steps, miscommunication, and clutter.
When to Reach Out - If you haven’t been contacted within 8 business hours, please feel free to reach out either through the ticket (which you can find at help.drew.edu>Requests), email (either reply to the email you received about your ticket or other channels (with the email helpdesk@drew.edu), or phone (973-408-4357, with your ticket number in hand).
