🆘 Crisis Bridge Activated

Don't worry about explaining anything right now. We'll alert the On-Call Dean and Campus Safety with your User ID immediately, and a real person will reach out to you within minutes. Just tell us how.

Adjust Severity

Use this to re-classify a ticket whose severity was set incorrectly.

Send to Junior Staff (Requires Approval)

Reassign Ticket

Use this when the ticket should go back to the previous handler, or to a different department entirely. The SLA clock keeps ticking the whole time — bouncing a ticket between staff doesn't pause the countdown for the student.

Send Up the Chain

This reassigns the ticket to your supervisor immediately. No approval needed — recognizing when something is above your paygrade is a good thing, and we trust that judgment. The SLA the department is being measured against doesn't change.