Support Agent Portal Guide

The Support Agent portal allows helpdesk teams to manage, troubleshoot, and resolve technical tickets submitted by school administrators and staff.

The support dashboard categorizes tickets by status, priority, and school name.

Key Responsibilities

• Ticket Queue Moderation: Review incoming support tickets and assign them to correct owners.
• Troubleshooting Support: Assist users with academic setup, fee plan reconciliation, and mobile app login issues.
• Ticket Lifecycle: Actively update ticket states, reply to users, and close tickets.

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1. Ticket Management Lifecycle

Support agents follow a structured process to manage tickets:

1. Intake & Assignment:
   • Open Support Dashboard > Unassigned Tickets.
   • Review the subject and description.
   • Click Assign to Me or select another agent from the assignment dropdown.
2. Investigation:
   • Check the school name and user role.
   • Look at the audit logs if the issue is mutation-related.
   • If needed, use the Switch User tool (if authorized) to view the issue from their dashboard.
3. Responding:
   • Write a response in the ticket conversation box.
   • Attach files or logs if required.
   • Mark status as In Progress to indicate that the issue is being investigated.
4. Resolution:
   • Once resolved, write a summary explanation.
   • Click Resolve Ticket.
   • The user will be notified. They can click Accept & Close or Reopen if the issue persists.

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2. Ticket Status Definitions

Status	Definition
New	Ticket is submitted but has not been assigned or reviewed.
In Progress	Agent is investigating the issue or waiting for user details.
Resolved	Solution has been provided; waiting for user confirmation.
Closed	User confirmed resolution, or ticket has been inactive for 7 days.
Reopened	User rejected the resolution and requested further support.

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Troubleshooting Guide for Common Support Requests

1. Mobile App Login Issues

• Common Issue: Teachers or parents cannot log in via their mobile number.
• Troubleshooting Steps:
  1. Go to Admin > Staff or Admin > Students.
  2. Locate the user profile. Check their phone number.
  3. Ensure the phone number is stored as exactly 10 digits without spaces, country codes, or dashes.
  4. Verify their user account status is Active (not suspended).

2. Fee Collection / Reconciliation Discrepancies

• Common Issue: Parent paid online, but the status is still marked Due or Failed.
• Troubleshooting Steps:
  1. Open the Finance Queue or Transactions page.
  2. Locate the payment transaction ID.
  3. Check the Razorpay callback webhook status. If failed, click Re-run Webhook Callback to reconcile the transaction.