Open and view ticket details in Parent Connect

Overview

This guide explains how staff can open a ticket in Parent Connect and view the full ticket details, including the issue summary, parent and student information, resolution timeline, and attachments.

What You’ll Learn

• How to open a ticket from the ticket list
• How to view ticket details and issue information
• How to view attachments inside a ticket

Who Can Use This

Applicable Role:

• Staff mapped in Parent Connect

Before You Begin

• You must be logged in to the LMS app with a valid staff account
• You must have access to Parent Connect
• At least one ticket must be visible in your ticket list

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Steps to Open and View Ticket Details

Step 1: Open Parent Connect

Go to: More → Parent Connect

✅ Expected Result: The Parent Connect tickets screen opens.

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Step 2: Select a ticket

From the ticket list, tap the ticket card that you want to open.

You can open a ticket from either:

• Assign to me
• All Tickets

✅ Expected Result: The selected ticket opens on the Ticket Details screen.

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Step 3: View the ticket header

At the top of the ticket details page, you can see key information such as:

• Ticket ID
• Current status

✅ Expected Result: You can quickly identify which ticket you are viewing and its current state.

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Step 4: Review the Resolution Timeline

On the ticket details page, the Resolution Timeline section shows the current stage of the ticket.

This section may help you understand:

• Which level is currently handling the ticket
• Whether the ticket is still open, escalated, or closed
• Where the ticket stands in the resolution flow

✅ Expected Result: You can understand the current progress of the ticket.

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Step 5: Review the Issue Raised By section

The Issue Raised By section shows who raised the ticket and who it is related to.

This section may include:

• Parent name
• Student name
• Student ID
• Grade & Division

✅ Expected Result: You can identify the parent and student linked to the ticket.

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Step 6: Review the Issue Description section

Open the Issue Descriptions section to read the problem raised by the parent.

This section may show:

• The query description
• A short or full version of the issue
• Supporting text entered by the parent

✅ Expected Result: You can understand the issue clearly before taking action.

ℹ️ Important: Always review the issue description carefully before replying or taking action on the ticket.

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Step 7: View ticket attachments

If the parent has uploaded a file, it will appear inside the ticket details section.

You may be able to:

• View the file name
• Open the image or document
• See the attachment preview

✅ Expected Result: You can review the attachment shared by the parent.

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Important Information

ℹ️ Important: The ticket details page gives you the full context of the issue before you reply, escalate, or send a close request.

ℹ️ Important: Some sections may appear collapsed by default. Tap the section to expand it and view more details.

✅ Tip: Review the Resolution Timeline, Issue Raised By, and Issue Description sections before taking any action on the ticket.

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FAQs