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As an admin or DSO, when will a ticket be sent to me?

  1. Category match: the ticket is categorized as Academic Concern, Behavior or Discipline, Request to Speak to an Admin, or Complaints/Concerns.
  2. Escalated mid-conversation: a secretary or registrar working a ticket determines it needs admin/DSO/principal attention.
  3. Escalated on intake: a secretary determines during a call, voicemail, or visit that the issue needs immediate escalation, regardless of category.
  4. SLA time period passes: if the assigned secretary or registrar doesn't respond within the expected timeframe, the ticket automatically escalates.