My tickets

schoolAgent › My tickets shows the requests you've made, so you can see where each one stands and answer the support team. Everyone can open it, whatever their role. Open it from the agent's name at the top of the schoolAgent page, the menu, where the number beside it counts your open requests.

Your tickets#

The heading says how many requests are open, for example "2 open requests". Tickets are grouped:

• Open. Still being worked.
• Resolved. Solved or closed.

Each card shows the status, the ticket number, Last response (when you or the team last replied; hover for the exact date and time), the subject, and the last reply ("Support team: …" or "You: …"). A ticket nobody has replied to yet shows when it last changed instead. The stripe down its left edge matches the status: amber when it's waiting on you, blue while it's being worked, green once it's solved. A picture of the device appears when the ticket is about one of yours. Up to 100 of your most recently active tickets show.

Only tickets you asked for appear here. Tickets someone logged on your behalf appear too, since you're their requester.

One ticket#

Select a ticket to open its page. At the top are its status (colored by what it means: amber when it's waiting on you, green once it's solved), its number, when you opened it, Last response (how long ago, then the date and time, in your own time zone and format), and its subject. Last response counts the team's public replies and yours, never internal notes. My tickets at the top left takes you back to the list.

Beside the conversation (below it, on a phone):

• Helping you. The person working on it, or "Not picked up yet".
• Team. The team it's with.
• Device. The device it's about, when it's one of yours. Select it to open the device.

Waiting for approval#

Some requests need someone's approval first, like a second device or a software license. Then the ticket shows where it stands under its subject: Sent, each approval (for example Principal, then Director of Technology), then the team, with the current step highlighted. One line says it plainly: "Priya Patel (Principal) is reviewing this. You'll get an email when it's decided; nothing to do for now." A step that wasn't needed for your request doesn't show. You get an email when it's approved (and with the team) or not approved, with the reason. See Approvals.

Read and reply#

The conversation shows what you wrote on the right and the team's replies on the left, with who wrote each one and when. You see the team's public replies, never their internal notes.

Type in the box at the bottom and select Send reply (or press Ctrl+Enter, or ⌘+Enter on a Mac). Everyone helping with the ticket sees your reply; there's no way to write a private note here. The paperclip attaches files, when you have Create tickets (tickets.create). Select a file before you send to remove it.

Replying to a solved ticket reopens it. A closed ticket can't take replies: start a new ticket if the problem is back.

From an email#

Every email we send you about a request has a View your request button. It opens that one request, without a password: read the replies, answer, attach a file, and, once the team marks it solved, select Yes, it's resolved. Or just reply to the email: your reply is added to the request.

• How long it works. While the request is open, and for 7 days after it's solved or closed. If the request is reopened, the button works again.
• Only that request. The button never signs you in to anything else. To see all your requests, sign in.
• If you forward the email. Whoever you send it to can open that one request and reply to it as you, the same as you can. Forward with care.
• If it has expired. You see This link has expired. Select Send me a new link and we email a fresh one to the address on the request, never to anyone else. It works for 7 days. Or select Sign in.

A button stops working for good if the request is archived, combined with another one (we email you a button for the one it joined), or moved to someone else. If you're signed in to schoolOS when you select it, you go straight to the request in My tickets. People on the support team go to the ticket itself.

Close a ticket yourself#

If the problem goes away on its own, or the fix worked, select It's fixed — mark solved and confirm. The ticket is marked Solved and the person helping you is told. If the problem comes back, reply and the ticket opens again; otherwise it closes on its own later. Only you, the person who asked, can do this.

A closed ticket stays closed. If the team is still working on part of it (another ticket or a task that has to finish first), it says so and stays open.

Ask for help#

New ticket starts a request. You need Create tickets (tickets.create); without it, the button isn't there.

1. Describe what's going on in your own words, and select Draft ticket.
2. schoolOS drafts a Subject, Description and Priority from what you wrote. Change anything you like.
3. Select Create ticket. You see the new ticket's number. Select Done.

Back returns to your description.

My requests#

People who don't work tickets, such as teachers and students, see My requests at Helpdesk › Tickets instead of the helpdesk inbox. It needs View tickets (tickets.view) and schoolHelpdesk in your plan.

Your requests on the left lists your tickets, 20 a page, with Previous and Next. Guardians see their students' requests too. Only departments that accept requests from people are included.

Select a request to see it:

• Request details. What you wrote, and any files you added.
• Resolution. How the team fixed it, once they have.
• Conversation. The team's public replies. Team members show as "Support".
• Did this solve your request? When a request is marked solved: Confirm resolution closes it, and Reopen sends it back to the team. Reopen when it's the same problem still happening, like the projector that was fixed going dark again the next morning; the team keeps the whole history. Submit a new request for a different problem. After a while, the reopen window expires and you can only confirm.
• Reply to support. Add more information, attach files, and select Send reply. Closed requests can't take replies: submit a new request instead.

With no request selected, the right side is Submit a request:

• Department. Who can best help.
• Request type. When that department has types.
• Related device (optional). One of the devices assigned to you.
• Subject and How can we help? Both required.
• Any extra fields the department asks for.
• Attachments (optional). Up to 10 files, 10 MB each. Files are checked for viruses before anyone can download them.

As you type, These answers may solve your issue may suggest articles from your district's help center and answers its team has written. Read the full article opens an article in your district's help center. If one fixes it, select This solved my issue, and no ticket is made. Otherwise select Still need help or I still need help to go on.

When your district has a help center, Help articles at the top of the page opens it, with every article that's for you.

Select Submit request. New request at the top always brings the form back.

If no department accepts requests, the page says so. Ask your district's helpdesk to turn on the requester portal.

An example: a guardian with two students#

Ms. Rivera has two children in the district, a 4th grader and a 9th grader, each with a school Chromebook.

• Her 9th grader emails the helpdesk about a cracked screen. The ticket's requester is the student.
• On My requests, Ms. Rivera sees that ticket alongside any she submitted herself, and can follow the repair.
• On My tickets in schoolAgent, she sees only the tickets she asked for herself. Her children's requests aren't there.
• When she submits a request about her 4th grader's charger, she picks the device under Related device (optional) only if it's assigned to her. A student's device isn't in her list, so she names it in How can we help? instead.