Response Times and Terms

Response Times

Once a ticket has been submitted, we will begin addressing the ticket as soon as possible. Regardless of the issue, a Help Desk Analyst will contact you within 4 Standard Working Hours to update you on the progress of your ticket. Standard Working Hours are 8:00am – 4:30pm Monday thru Friday.

Extended Hours for the Help Desk are available by calling 256-216-6698. Calling the Extended Hours Help Desk number can quickly solve many of the common problems encountered by students and faculty. If the Extended Hours Analyst cannot immediately solve the problem, they will submit a ticket for you so that one of our on-campus analysts can contact you as soon as possible.

Ticket Status

Open – means that the request has been assigned to an agent who is working to resolve it.
Pending – means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.
Solved – means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved. Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved.
Closed – means that the ticket is complete and can’t be reopened. Requesters however can create follow-up requests for closed requests.

Review Ticket Status

If you would like to review the status of your ticket you can do so by creating an account and logging into the Athens State University Help Desk.