FAQs
Find answers to common questions here.
Handling Email Inquiries
- I opened a ticket and the center column is empty -- what should I do?
- I don't see the guardian's question in the center column
- What happens when a guardian emails my campus?
- Do I need to fill out the Family Support Card for an email inquiry?
- Can a guardian attach documents or files when emailing in a question?
- Are text messages (SMS) supported as an inquiry channel?
Secretary & Registrar Daily Workflow
- How do I close a ticket?
- How do I escalate a ticket to an admin or DSO?
- How do I respond to a guardian once a ticket is in progress?
- What are the two steps to move a new ticket to In Progress?
- What happens to my unsent email draft if I get interrupted?
- How often should I check my Help Desk?
- Why is the Resolution Overview field important?
- What happens once I shift a ticket to In Progress?
- What happens to my tickets if I go on leave or PTO?
- Once I escalate a ticket, is it still my responsibility?
Ticket Categories & Assignment
- What do I do if a ticket is assigned to me but I am not the right person to answer the question?
- What does the Category field do?
- Can I manually reassign a ticket to a specific colleague instead of just changing the category?
- What ticket categories does the Secretary team own?
- What ticket categories does the Registrar own?
- What ticket categories does the Admin/DSO/Principal team own?
- Why shouldn't I just change the Ticket Owner field directly?
- Do I need to memorize who owns each category?
Navigating HubSpot
What Is a Ticket & Ticket Basics
- How are tickets created?
- What are the SLA timeframes and how do I know when I need to respond?
- What does each ticket status mean?
- How do I find the initial question the guardian asked?
- Can I reopen a ticket after it has been closed?
- Can I delete a ticket that was created by mistake, such as from a spam email?
- Why log a question I already answered on the spot?
- What is the "Ticket Summary"?
- What do "Related Guardians," "Students," and "Other Tickets" show on a ticket?
- Does every guardian interaction need to become a ticket?
- What is a ticket in HubSpot?
- How is a ticket named?
Closing Tickets & Customer Experience Survey
Escalation & Follow-Up
Family Support Card & Phone/In-Person Intake
- How do I handle a phone call or voicemail inquiry?
- How do I handle an in-person (walk-in) inquiry?
- What fields are required on the Family Support Card?
- What happens when a guardian calls in with a question?
- What is the Family Support Card?
- If I check "Ticket Completed," does the ticket close instantly?
- What if a guardian has more than one student?
- What is "Escalate Immediately" and when should I use it?
- What is the "Ticket Completed" checkbox for?
Getting Started with HubSpot
- How do I log in to HubSpot?
- What do I do if I forget my HubSpot password?
- What should I do if I have a question about how to use HubSpot?
- Why is LTS switching to HubSpot for the inquiry process?
- What is HubSpot?
- Who do I contact for process questions not covered in the training materials?
- Is HubSpot being rolled out to every LTS campus at the same time?
- Who has access to HubSpot at LTS?
Guardian, Student & Ticket Records
- How do I see records related to the one I'm viewing (e.g., a guardian's other tickets)?
- What's on a Guardian record?
- What's on a Ticket record?
- What's the difference between a "Guardian record" and a "Contact record"?
- What is the Intelligence tab on a Guardian record?
- Can I log a phone call or in-person visit from a Student record?
- What does blue text mean in HubSpot?
- How is a Student record different from a Guardian record?
Logging Calls, Emails & Notes
- Can I include links, images, or attachments in an internal note?
- How do I tag a colleague in a note?
- What do the icons in the email response box do?
- Who can see internal notes on a ticket or record?
- Do emails I send in HubSpot get logged automatically?
- What are "snippets" in the response box?
- Should I send emails from the ticket or from the guardian/student record?
Unique Situations & Troubleshooting
- A ticket was miscategorized and I should not be assigned to it. What do I do?
- I found a bug or am unable to find the answer to my question. How do I reach out for support?
- What if a guardian says, "I never got an answer to this"?
- Why did my ticket disappear?
- How does logging every question, even ones I answer immediately, help long-term?
- Can I see tickets or records from other LTS campuses?
- What does "automatic routing" mean as a goal of this new system?
- Are SLA timeframes a performance target I'll be measured against?
- If a ticket isn't resolved within the expected timeframe, what happens and who's responsible?
- What if I'm not sure which category to pick for a ticket?
- What happens if I'm out of office?
Help Desk Views
Searching & Finding Information
Support & Resources
Ticket Priority & SLAs
- What are the SLA expectations for each category group?
- What do the clock icon colors mean in my ticket inbox?
- Which tickets should I work first as an Admin, DSO, or Principal?
- Which tickets should I work first as a Secretary or Registrar?
- Can I manually change a ticket's priority level?
- Is my team evaluated or penalized based on SLA times?
- What is "SLA Breached" and when does it show up?
- What do I do if none of the listed SLA Breach Reasons fit my situation?
- How is a ticket's priority determined?
- What happens if a ticket isn't responded to or closed within the SLA timeframe?
Admin, DSO & Principal Daily Workflow
- How do I claim an unassigned ticket?
- As an admin or DSO, when will a ticket be sent to me?
- As an admin or DSO, what are the three steps I should follow when I check my Help Desk?
- What do I need to fill out when closing a ticket as an Admin, DSO, or Principal?
- Where do I find the guardian's phone number if I want to call them?
- Why are tickets in my categories unassigned by default?