An Aeries Support Ticket is the first step to connecting with the Support Department. (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).
When we say our Support Department has your back – we mean it! Our knowledgeable and experienced team is here to provide the guidance you need to navigate Aeries efficiently. 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.
Let’s dive in to see how you can best navigate the Aeries ticketing process!
1. Use the Support Portal and Resource Hub First
The most effective way to get 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 we have at our disposal in one place, like our Aeries Support Site. Check to 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 Portal Category
When submitting a ticket through the Support Portal, you’ll have the option to properly categorize it. This triggers the workflow quicker, kicking your ticket off for success. It also allows your ticket to be analyzed as quickly and efficiently as possible.
How can you figure out which category is right for your problem? Take a look at the entire list of Category options. There are more than 50 categories and 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 it yourself to better understand it. Remember, being choosy helps us help you!
3. Include Full, Clear Details … But Don’t Overshare
We need the pertinent information about your issue, but not necessarily all of it. It’s important to make sure you do NOT include any Personally Identifiable Information (PII). To learn more about PII, visit the US Department of Education’s website.
A strong ticket includes:
- A clear description of the issue
- Your specific questions about the problem
- Steps your team has already taken to investigate the issue
- Any recent changes to the database that might have caused the problem
- Important details like your name, school information, school code, ID numbers, and school-specific details
Please do not include email threads, as they may slow the analyzing process.
4. Check for an Outage
While rare, an outage could potentially cause the issue you’re reaching. Before submitting a ticket, check the ASP Status page. If you subscribe to the page, you will be notified of all pertinent outage-related information.
If you have any ongoing issues related to the outage after the incident is resolved, please 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 third-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 cannot function due to a mission-critical business application or operation being down, and there is no alternative or workaround.
Your Feedback Fuels Better Support
We take our Support Tickets very seriously, as they provide us with valuable insight on how to better serve you. Patterns in tickets provide valuable insight, allowing us to create more resources (like our free “Good Morning, Aeries!” webinars) and enhance the tools you rely on every day.
By following these five tips, you’ll be equipped to resolve issues efficiently while contributing to a better support system for all users. Here’s to a streamlined and productive ticketing experience!
Have a question or need assistance? Visit My.Aeries.com to explore resources or submit a Support Ticket today. Let’s tackle challenges together!
This blog is based on an AeriesCon Spring 2024 presentation by Allison Lambson, Carrie Muchow, and Diana Martinez.