Interacting with Tickets Via Email
When a need for an escalation incident is identified, Istonish’ service desk representative will escalate the ticket via ServiceNow to the relevant college/department. You will receive an email (screenshot below), with four ways to interact with the ticket. The ticket emails will contain all work notes from the Istonish agent, replies from the customer, as well as links embedded in the email itself for the college to interact with Istonish. Note that all of these options below draft an email reply, where more information can be input. The options are as follows:
- This automatically informs Istonish on the ServiceNow side that the “ticket” (email) has been received by the escalation point, after the reply email is sent. This should be the first interaction with the escalation email when received, if the escalation is correct and it is able to be serviced by the contact(s) it was escalated to.
Additional Information required
- This automatically informs Istonish on the ServiceNow side that more information is required for service to be provided by the escalation point, after the reply email is sent. This will not return the ticket to Istonish, but will inform Istonish agents that the escalation point is awaiting more information.
- This automatically marks the ticket in ServiceNow as Istonish’s again, after the reply email is sent. This can be used in the case that a ticket was improperly escalated, or if the escalation point is requiring Istonish to continue working on the ticket at a certain point.
- This will automatically close the ticket and send a resolution notice to Istonish and the contact (user/student/faculty), after the reply email is sent. This will allow the escalation point to enter in resolution notes if needed via the email reply. These actions are the main interaction point between escalation contacts and Istonish personnel.
Tickets will be filed into one of the six categories below, and you will see the ticket category in the subject line of the escalated email:
- Campus network
- College Portal
- ERP (Banner)
- Student Services
CCCS escalation points are welcome to call Istonish’s help desk: 888-800-9198.
Please refer to the below screenshot for an example of an escalation email.