FERPA/Compliance
Another person comes on the line to assist a student with typing in their security questions, what needs to be stated?
What is you are on a recorded line AND is it alright if I release protected information over the line with the third-party member?
This needs to be created if a tech is unsure of what to do on the call and needs additional guidance.
What is an IHT?
The allocated amount of time for dead air.
What is 30 seconds?
This is not case-sensitive.
What is the GCU username?
Level 1s, on the floor, do not have to create these for faculty members.
What are tickets?
FERPA question you can accept the answer below for.
"not yet started any"
What is "What year did you start your courses at GCU?"
When registering for a password reset at the reset.gcu.edu site, this process follows soon after.
What is resetting the password?
The appropriate amount of time for a hold.
What is 3 minutes?
All callers should be informed that these are not compatible with the PDF eBooks.
What are Chromebooks?
All of these need to be documented in the ticket if provided.
What are direct website links?
The caller can omit these portions completely from the address.
What are Apt. / Suite / Unit / Flat etc. OR St. / Dr. / Ave?
This article in the Help Center can assist students with GCU's citation checker tool.
What is LopesWrite?
"Um", "like", and "so" are examples.
What are filler words?
These are not fully compatible with GCU sites.
What are smartphones/tablets?
This issue type is applicable when students need help downloading and accessing their PDF eBook.
What is eBook > PDF Download Walkthrough?
If asking for the last course taken, it must show as this status in the student's Schedule tab within CRM.
What is Completed?
When logging into eBooks, you can sign in with these.
What are your GCU Email or GCU username?
You need to check-in with this person, even if you are speaking to another department while on hold.
What is the customer/initial caller?
You are providing service to the caller! Show them quality service by checking back after holds!
Informing a student they can delete their post here in LMS is setting improper expectations.
What is the Class Wall?
Although you may have a Delete Post button, once a post has been made you will not be able to edit or delete it.
This should be documented in the ticket description if a tech goes into the classroom to access an assignment.
What is the pathway?
The course code information belongs to the left-hand side of Zendesk.
If this is listed in the complete address on file, the caller must provide the entire chain.
What is a hyphenated number?
Receiving the error below in the URL is due to:
showError=2&launchClassSelectionPage=false®ClassId=
What is the username exists, the password has been entered incorrectly more than 5 consecutive times?
A faculty member informs you that they receive an error message when attempting to post a reply to a DQ in LMS. This is what you should do next.
What is ask what error message appears on their screen?
The amount of time instructors can reassign assignments (up to their discretion) after the course has ended.
What is 2 weeks?
If the counselor isn’t available or it’s after hours, this needs to be completed on the ticket to follow the proper Counselor Notification Process.
What is check the box that says "Email Needs To Be Sent", submit the ticket as OPEN, and add an internal note indicating the counselor needs a follow-up email sent (including the counselor’s name and student's ID number)?