When we say our Support Department has your back – we mean it! Our knowledgeable and experienced team is here to provide you with the guidance you need to efficiently navigate Aeries. The team has heard hundreds of thousands of questions, and they’re ready to find you an answer, existing documentation, or resources to help you along your journey. The first step to connecting with the Support Department is a Support Ticket. (Note: If you are unsure if you have unique permissions to submit a Support Ticket, please be sure to connect with your district’s Aeries Admin). Let’s dive in to see how you can best navigate the ticketing process!
1. Make the Support Portal Your First Stop and Learn Even More from our Resource Hub
The most effective way to have a rapid response to your ticket is through our Support Portal. It should be your first stop to truly tackle your issue, as there are endless resources available to you while you’re there.
Have you taken advantage of our Aeries Resource Hub? This valuable, in-product feature pulls together all the resources at our disposal in one single place, like our Aeries Support Site. Check and see if your question has been answered before. If it’s not in our Support Site or Resource Hub, then feel free to submit a support ticket via your my.aeries.com account.
2. Choose the Correct Category in the Portal
When submitting a ticket through the Support Portal, you’ll have the option to properly categorize your ticket. This triggers the workflow quicker, kicking your ticket off for success. This allows your ticket to be analyzed as quickly and efficiently as possible.
How can you figure out what category is the right one for your problem? Take a look at the entire list of Category options. There are more than 50 categories as well as subcategories to help us understand your needs, ranging from Aeries Communications to Security, CALPADS to Database, and more.
If you’re not the original user with the issue, test the issue yourself to get a better understanding of it. Remember, being choosy helps us help you!
3. Include Full, Clear Details…But Don’t Overshare
We need the pertinent information to your issue, but not necessarily all of it. It’s important to make sure you do NOT include any Personally Identifiable Information, or PII. (To learn more about PII, visit the US Department of Education)
A strong ticket includes the issue, your questions, steps that your team has taken to investigate the problem, and any recent changes to the database that could have caused the issue. Include important information including your name, school information, school code, ID numbers, and school-specific information.
We ask that you do not include email threads, as it may slow the analyzing process.
4. Check for an Outage
While rare, an outage could potentially be the cause of the issue you’re reaching. Before submitting a ticket, check http://www.aspstatus.com. If you subscribe to the page, you will be notified of all pertinent outage related information. If, after resolution of the incident, you have any ongoing issues related to the outage, please do submit a ticket!
5. Understand Priority Level Definitions
Knowing our priority level definitions will help you best explain your urgency and severity so we can tackle your problems accordingly.
Low: A standard request that does not hinder business or productivity.
Medium: An individual’s ability to perform a job function is slightly impacted or inconvenienced but can continue working normally without interruption.
High: A mission-critical business application or function such as Aeries or a 3rd party application is severely impacted or unavailable, but a workaround exists, or other options are available within a reasonable time.
Urgent: The entire school, district, teachers, or parents are unable to function due to a mission critical business application or operation being down and there is no alternative or workaround.
We take our Support Tickets very seriously, as they provide us with valuable insight on how to better serve you. For example, if we see a pattern in tickets, we can create more resources and webinars for all users to learn from, like our free “Good Morning, Aeries” webinars. Knowing these five tips will better equip you for when a problem may arise, and it will help us tackle your problems as efficiently as possible. Here’s to an easy, efficient, and educational ticketing process!
This blog is based off an AeriesCon Spring 2024 presentation by Allison Lambson, Carrie Muchow, and Diana Martinez. To further your Aeries knowledge and expand your understanding, visit My.Aeries.com.