My experience these last few years has been exactly this: students do not open tickets. My best luck has been having the help desk monitor twitter, especially the college "complaint" accounts, and engaging as soon as we see problems.
If you do get a ticket, make sure to get a cell phone. Texting has been by far the most reliable way to communicate. Phone calls/voicemails is not an effective way to communicate with this constituency. I'm attempting to reinvent our ticket system from an work tracking system to a full blown CRM with SMS and social media tie-ins. This is not just you having this problem, Matthew. Not by a long shot. Aaron Lamey Director of Network and Telecommunications Christian Brothers University -----Original Message----- From: The EDUCAUSE Wireless Issues Constituent Group Listserv [mailto:[email protected]] On Behalf Of Julian Y Koh Sent: Thursday, October 22, 2015 8:56 AM To: [email protected] Subject: Re: [WIRELESS-LAN] Measuring User Experience On Thu Oct 22 2015 08:11:46 CDT, "Williams, Matthew" <[email protected]> wrote: > > Thank you for the ideas, everyone. The problem that we have with measuring > tickets is that our user base is more apt to complain on social media and we > simply don’t have the man-hours to scour the various sites. There was some survey we got last year (can't remember the source, either EDUCAUSE or an internal one) that said that students just don't open tickets - the vast majority of the time they are going to friends for assistance, which of course leads to all sorts of wacky or outright wrong solutions for things. If we even do get tickets, the challenge then becomes getting the student to respond to us to set up a time to troubleshoot. Moving forward, we're going to be looking at some targeted surveys this year to see if we can get more actionable data. -- Julian Y. Koh Associate Director, Telecommunications and Network Services Northwestern University Information Technology (NUIT) 2001 Sheridan Road #G-166 Evanston, IL 60208 847-467-5780 NUIT Web Site: <http://www.it.northwestern.edu/> PGP Public Key:<http://bt.ittns.northwestern.edu/julian/pgppubkey.html> ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
