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ApplyTexas help desk reports high ticket volume since cutover; THECB adds system-status page and communications plan
Summary
THECB help-desk manager said the team has handled more than 48,440 tickets since the July 7, 2024 cutover and has completed 46,144; staff introduced a public system-status page and reiterated lunch-and-learn webinars to improve communication.
Ann Marie Scarborough, the Education Technology Program Manager at the Texas Higher Education Coordinating Board, told the advisory committee that the ApplyTexas Help Desk has received a large volume of support requests since the redesigned system launched and that staff have begun process changes to meet a 5-business-day triage goal.
Scarborough said the help desk has received more than 48,440 tickets since the ApplyTexas cutover on July 7, 2024, and has completed more than 46,144 of those tickets. She acknowledged the help desk has not always met its…
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