Skip to content
Open the app

Responding to a request

Staff2 min read

Triage gets the right request in front of the right person. This is what happens next: actually helping the student and closing the loop.

The lifecycle of a request

A request moves through four states, and the inbox tracks where each one is:

New → Acknowledged → In progress → Resolved

  1. Pick it up

    Assign it to yourself (or the right colleague) and acknowledge it, so the rest of the team can see it's being handled and isn't sitting unowned.

  2. Reply to the student

    Send a reply from the ticket. The student gets it by email and in their in-app help inbox, and the thread stays attached to the request.

  3. Keep team-only notes

    Add internal notes for context or handover. These are staff-only — the student never sees them.

  4. Resolve it

    When it's handled, mark it resolved. The full timeline — who did what, when — stays on the ticket.

The SLA clock

Each request tracks how long it's taking against a target, so nothing quietly ages out. The inbox shows whether a request is within target or has breached, and how long it's been open, with stale tickets visually flagged.

Crisis requests jump the queue

A crisis-priority request pins to the top of the inbox with a red border and a "please respond now" banner, regardless of sort order. The alerting that fires the moment one is detected is covered in what fires when a crisis is detected.

The timeline

Every action on a request — creation, status changes, assignments, replies, internal notes, handoff notes — is recorded on the ticket in order. That history is what lets a colleague pick up a request cold and know exactly where it stands.

Common questions

Does the student see my internal notes?

No. Replies go to the student; internal notes are staff-only. Keep candid context in notes and student-facing wording in replies.

What if a request isn't mine to handle?

Reassign it to the right person or team. You can only see and act on requests within your scope.

Can a student reply back?

Yes — replies thread, so a request can be a short back-and-forth until it's resolved.

TriageHow help requests arrive, how to read priority and SLA, and how to work the inbox top-down without dropping anything.What fires when a crisis is detectedThe full crisis path — how a crisis is detected, who gets paged and through which channels, and what you see in the inbox.Roles and accessThe three staff roles, what each can do, and how scope limits who sees which students.
Was this helpful?
Need more help?

The fastest answer is usually one question away.

Edit this page on GitHub