Resolving Support Requests Process

Assigned To: Dan Tietz

Category: Student Life Cycle

Department: Academic Advisor, Delta Force Team, Student Assistant Coordinators, Student Success Admin, Student Support

SOP Rule: Trigger

Status: Approved and Implemented

Purpose

Defines the process for resolving student support requests efficiently and ensuring proper escalation and documentation.

Scope

Applies to support teams handling Level 1 inquiries and coordinating escalations for more complex issues.

Trigger

• Student submits support request via call, email, or ticket

Process Overview

1. Receive Request

• Answer inbound calls or review support tickets
• Collect student details and issue description

2. Resolve Level 1 Issues

• Use knowledge base to address common inquiries
• Provide immediate resolution where possible

3. Create or Update Ticket

• Log issue in HubSpot
• Document all interactions

4. Escalate if Needed

• Assign ticket to Academic Advisor or relevant team
• Set triage level appropriately

5. Schedule Follow-Up

• Coordinate call or follow-up if required
• Provide scheduling link to student

6. Track and Close

• Monitor ticket progress
• Close ticket once resolved

Key Rules

• Level 1 issues should be resolved immediately when possible
• All interactions must be logged in HubSpot
• Escalations must include complete context
• Drop requests must be prioritized and escalated

Completion Criteria

• Issue resolved or escalated
• Ticket updated in HubSpot
• Student informed of next steps
• Records documented

Tools and Systems

• HubSpot (Help Desk & Tickets)
• Aircall (Inbound calls)
• Knowledge Base

Revision History

• Version 1: 04/18/2025
• Version 2: 05/06/2025
• Version 3: TBD