Goal: Instructions for how to handle an email for a person who wants to get into a class.

Permissions: Agents doing Triage


This ticket is INCOMPLETE.  It needs more detailed better instructions below.


This is an automated reply.  This person was told that they will need to return to the site after the class to sign up for this specific class. So the responsibility for action is on them.  But as a courtesy, there are a few things we can do to simplify their life as follows.

As a courtesy, this ticket is set to "pending" rather than "closed".  Agents can follow through with these actions.

The needed actions are: 

TIER 1 | INITIAL REPLY AND ACTIONS
[ ] Add an "Action To Do Item" Give it a date seven days from ticket origination.  The subject is "Class Placement"

TIER 2 | WHEN APPROVED
[ ] When you see this person is approved then they can be added into the class on the admin panel.

TIER 1 | IF NOT APPROVED AFTER SEVEN DAYS
[ ] If the seven days expire and this person is NOT yet approved, you can simply close this ticket and check off the "to do" item.  They have been told they will need to sign up. We are not required to place them into the class.



As a courtesy, this ticket is set to "pending." You need to take the following actions.


The needed actions are: 


CHECK NAME

[ ] Check to see if the FreshDesk contact name is correct.


CHECK CLASS STATUS

[ ] If the class is past, this can be closed.


INITIAL REPLY AND ACTIONS

[ ] Add an "Action To Do Item" Give it a date seven days from ticket origination.  The subject is "Class Placement"


WHEN APPROVED

[ ] When you see this person is approved then they can be added into the class on the admin panel.


IF NOT APPROVED AFTER SEVEN DAYS

[ ] If the seven days expire and this person is NOT yet approved, you can simply close this ticket and check off the "to do" item.  They have been told they will need to sign up. We are not required to place them into the class.