How are tickets created?

Tickets are created in two ways:

1. From an email

When a guardian emails your campus's primary inbox, a ticket is automatically created with their original email attached. You can view this conversation in the center column of the ticket, just like an email inbox.

2. From a phone call, voicemail, or in-person visit

When a guardian calls, leaves a voicemail, or stops by in person, the secretary fills out the Family Support Card, which creates a ticket.

These tickets won't have an original email in the center column — instead, look for the Ticket Description on the right-hand side. This is the note the secretary took capturing the guardian's question.

If you are a secretary struggling to create a ticket, please reference these two articles: 

• How do I handle a phone call or voicemail inquiry?

• How do I handle an in-person (walk-in) inquiry?

If you do not see the family support card on a guardian's record, please fill out our support form with a link to the guardian's record to let us know: https://www.hivestrategy.com/lts 

If the if the guardian record does not pop up when they call in, please follow the in-person (walk-in) inquiry process.