When you send an email to support.shoreline.edu, it creates a "ticket" in TeamDynamix (TDX). This ticket will receive its own unique ticket number that is associated with the "requester". This ticket then goes to the Support Center where there is a pool of people that can see the ticket. Whoever sees this ticket then has the ability to assign the ticket to the correct department and or individual who would be best to answer that question. Not everyone is on TDX yet, so if the person is not in TDX, they will forward that ticket to the person who might be responsible for the issue at hand. TSS is allowing any department and anyone who wants to use it, that option, they would need to reach out to TSS to get their department running on TDX.
Once you send in that email, YOU WILL get an email copy of the ticket. It will have the ticket number, all the information that you wrote. YOU NEED to be on the lookout for a response in your email. Depending on the department, you should get a response within 24 hours.
Once the agent has responded to your question, YOU WILL get a follow-up email directly connected to the previous email that you received in the example above. The agent also, and often, changes the status of the ticket. Changing the status of the ticket helps the agent know what they need to do with the ticket on their end. Depending on how the agent responds, they will place the ticket's status as In Process, New, Open, On Hold, or Closed/Resolved. The agent can see all New, Open, In Process, and On Hold tickets on their side. If the agent Resolved/Closed the ticket, then it is taken out of their view. If and when you respond to any ticket, it will place that ticket back in Open status, even if the ticket was Resolved/Closed. You do not need to create another email to respond, it is best to just respond to that ticket.
When the agent responds, you will get another email connected to your previous email with the agent's response. It may look just like the previous email, so YOU WILL need to read each of the emails that you receive. The agent might have follow-up questions or answers to your question(s), so look out for other responses.
If you add anyone to that email, then each time someone responds to that email, it will create a new ticket in that person's name. We suggest not adding anyone to the ticket as it can get messy on the TDX side. The same happens when you forward an email chain to the support.shoreline.edu email. If anyone responds to that message in the future, then it will also create new tickets for each person who responds.