{"id":393,"date":"2015-01-01T00:00:00","date_gmt":"2015-01-01T00:00:00","guid":{"rendered":"http:\/\/www.k12insight.com\/kc\/?post_type=article&#038;p=393"},"modified":"2025-10-13T20:53:36","modified_gmt":"2025-10-13T20:53:36","slug":"how-to-manage-tickets","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-manage-tickets\/","title":{"rendered":"How to Manage Tickets"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"393\" class=\"elementor elementor-393\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b8d6ae7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b8d6ae7\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3c3305d6\" data-id=\"3c3305d6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6cc47b62 elementor-widget elementor-widget-text-editor\" data-id=\"6cc47b62\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: #000000;\"><strong>Alert!<\/strong> You've got a new Ticket! Click your notification to log in.<\/span><\/p><p><span style=\"color: #000000;\">Review <strong>My Tickets<\/strong>. Anything there is your responsibility. Take action!<\/span><\/p><p><span style=\"color: #000000;\">Click a Ticket to open and read the Customer's message. Who should answer?<\/span><\/p><ul><li><span style=\"color: #000000;\"><strong>You?<\/strong> Reply!<\/span><\/li><li><span style=\"color: #000000;\"><strong>Another team member?<\/strong> Assign someone else on your team to the Owner box.<\/span><\/li><li><span style=\"color: #000000;\"><strong>Someone else from the district<\/strong><strong>?<\/strong> Add someone else to your team (plus icon) and assign him\/her as the Owner.<\/span><\/li><li><span style=\"color: #000000;\"><strong>A different team?<\/strong> Change the topic. Remember that it will be gone from your control!<\/span><\/li><\/ul><p><span style=\"color: #000000;\">If you need to pass the message on to someone who's not in Onflo (formerly Let's Talk), forward the Ticket by clicking the arrow in the top right corner of the screen.<\/span><\/p><p><span style=\"color: #000000;\">Want to share internal conversations with colleagues or note actions taken (phone calls, meetings, etc.)? Add <strong>Internal Comments<\/strong> to set expectations and give explanations.<\/span><\/p><p><span style=\"color: #000000;\">As you reply, check the status.<\/span><\/p><ul><li><span style=\"color: #000000;\"><strong>Reply as Closed<\/strong>: Mission accomplished! Full answer provided, issue addressed. Clock stopped.<\/span><\/li><li><span style=\"color: #000000;\"><strong>Reply as In Progress<\/strong>: We're still working on it (internal, within the district). Clock still ticking.<\/span><\/li><li><span style=\"color: #000000;\"><strong>Reply as Pending Details<\/strong>: Used when asking for more information from Customer (external). Clock stopped.<\/span><\/li><\/ul><p><span style=\"color: #000000;\">Add <strong>Tags<\/strong> to collect more information in your reporting.<\/span><\/p><p><span style=\"color: #000000;\"><strong>All clear!<\/strong><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Alert! You've got a new Ticket! Click your notification to log in. Review My Tickets. Anything there is your responsibility. Take action! Click a Ticket to open and read the Customer's message. Who should answer? You? Reply! Another team member? Assign someone else on your team to the Owner box. Someone else from the district?...<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[409],"class_list":["post-393","post","type-post","status-publish","format-standard","hentry","category-how-to-articles"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/393","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=393"}],"version-history":[{"count":7,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/393\/revisions"}],"predecessor-version":[{"id":14335,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/393\/revisions\/14335"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=393"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=393"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}