48 hour turnaround for account recovery?

  • 1
  • Problem
  • Updated 2 years ago
  • Acknowledged
I have been receiving reports from our outreach staff that students who forget their account information and security questions are told to wait 48 hours for help to create a new account.  Additionally, they are told that it will take supervisor level of support for this level of assistance. Can we confirm if this is the case?

This causes a problems for our outreach teams who are out in the field recruiting high school students. This population often either forgets their information or don't know their information because their parents may have partially setup their account in the past for them. Bottom line- we hope that creating a new account does not actually take 48 hours.

Thank you!
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Mitch Leahy

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Posted 2 years ago

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Photo of Merrie Wales

Merrie Wales, Official Rep

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Mitch,
I have forwarded your question / concern to the Student Helpdesk Supervisor.  
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Merrie Wales, Official Rep

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Mitch,

Students who call into the helpdesk asking why they have not received their college information when they have JUST submitted their application are informed that they should wait 1-2 business days or 48-hours for the college(s) to send them their student information ie college ID#, registration, orientation, assessment information.

If a student calls in and has an account and can not provide the security information on the account then those calls/tickets are routed to Tier-2 support.

If you can provide a support ticket ID# we can look up the call and confirm what information was provided to the caller.
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Roberto, Official Rep

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Hi Mitch,

If a student calls into the Helpdesk and they can not provide the security information on the account then their ticket is escalated to Tier-2 support. The agents will inform the caller of the SLA for Tier-2 support issues is 1-2 business days but once a ticket is escalated to Tier-2 the average wait time is 3-hours.

We do try an avoid having our students create multiple accounts as this can create various end-user issues on both ends, with having admissions applications under multiple accounts.
(Edited)