Guidelines for Submitting a Ticket or Scheduling Tech Time

An IT problem that you should come to the Help Desk for is anything that is AEP specific. Questions about specific data in Salesforce, where or how to find a piece of information within Salesforce, building reports and dashboards, not having access to information, or something that you as a user cannot do like getting locked out of your account.

Examples:

You've made too many log in attempts on Google or Salesforce and are not locked out of your account - put in a tech case

You need a report made to track how often Exchange Managers are logging into the Portal - put in a tech case

You would like to discuss ways that you could use Salesforce more effectively to streamline your workflow - schedule a tech time

You want a new email list for mass emailing a static group (like exchangemanagers@americanexchangeproject.org or staff@americanexchangeproject.org) - put in a tech case

You need a new email alias or need someone added to an existing email alias (like aepnational@americanexchangeproject.org - put in a tech case

A problem that you should not come to the Help Desk for is anything that you can do in your own personal settings. Google, Salesforce, Asana, Slack, and Zoom all have robust documentation platforms that can walk you through any scenario that is not specific to our organization. There is also a wealth of information on this page. Questions like how do I filter my emails or how can I save this as a PDF are not AEP specific and answers can easily be found with a quick Google search.

Examples:

You aren't sure how to update your email signature in Google or Salesforce

You need to export a Google Sheet as a .csv file

You want to share a Google Photos album

When in doubt, put in a ticket

It’s always easier for us to just close the ticket and answer your question then to try and keep track of things that we don’t have tickets for.

Also if a question is being asked multiple times, it’s easier to track that and then create documentation if tickets exist for every time a question was asked.

Just give us the facts, but make sure we have all the info we need

Don’t over-explain

Don’t give us a why

Pleasantries are unnecessary

Examples:

DON’T: “Hi, when you have a minute could you please take a look at the Student Signup form and update it so that we can collect information about parents’ careers so that we may better see the socioeconomic status of the students’ families for when we are trying to place students in travel communities”

There is way more information here than we need to make the update to the form, but the relevant information is missing

What is the title of the field? Where should it be located on the form? Does it need to connect to SF?

DON’T: “Update Student form. Parent job.”

We don’t know if you’re asking about the Interest form or the Signup form when you just say “Student form”

It’s hard to tell what exactly is meant by “Parent job”

DO: “Need a field called “Job Title” added to the Parent section of the Student Signup form and connect to the Contact record in SF.”

This clearly says what form, what the field is called, where it goes on the form, and where it goes in SF.