Announcement Details
Announcement Message
Dear SFUSD Employee,
As a follow up to Dr. Wayne’s Feb. 13 EMPowerSF update, we wanted to provide more information on how tickets are being closed or resolved. We apologize for the frustration many of you have experienced regarding how your tickets have been handled. If your ticket was improperly closed, you can reply to that ticket in a ten-day time frame, and it will be reopened. We hope that the information below will be helpful in understanding how the Case Management team solves tickets.
Case Management Team
To resolve the underlying issues as quickly as possible, SFUSD employees have been convened into “The Command Center” to focus on understanding key systematic issues, working with SFUSD employees to resolve their specific issues, and developing solutions to mitigate future issues. However, we recognize that many employees are still experiencing issues related to EMPowerSF, and we appreciate those issues coming to our attention through the submission of tickets on Zendesk.
In order to further our efforts to resolve tickets, we have set up a Case Management Team within The Command Center whose focus is on addressing your issues based on their priority and order in which they were received. The Case Management Team is made up of 30 dedicated case managers who have closed approximately 11,500 tickets since its establishment in mid-November. They are currently working to resolve a backlog of about 6,500 tickets, with new tickets coming in every day. In an effort to support colleagues who are the most impacted by inaccuracies generated from EMPowerSF, tickets issued through Zendesk are prioritized according to the type of issue.
Process for solving tickets
When you submit a ticket through Zendesk, you will receive an email with confirmation of the Case Management team’s receipt, the ticket number, and status of your ticket as “New.” Our Case Managers will work on your ticket based on its level of priority and you will receive an automated email notification each time your ticket status changes. Below is a table of status definitions for your reference:
Zendesk Ticket Status Definitions:
| New | The ticket was created but has not been opened by the case manager. |
|---|---|
| Open | The ticket has been opened by a case manager to resolve the employee’s issue. |
| Hold | The ticket is awaiting a resolution from a third party—someone who is not a member of the case management team, like an outside vendor, Root Cause Team within the Command Center, or the EMPowerSF Technical Group (if relating to system issues that need configuration changes). |
| Solved | The ticket has been resolved. Solved tickets are closed after ten (10) days. If your ticket has been “Solved” but you are still experiencing issues, you can reopen the ticket in Zendesk. Pending |
| Pending | NOTE: This status requires action from the requester. This ticket requires more information from the ticket holder. The case manager has followed-up with the requester for more information needed to resolve the issue.. The case management team will give employees 10 days to respond to their request for action, and after this point the ticket will be marked as resolved. The employee then has an additional 10 days to reopen the ticket before it is permanently closed. |
| Closed | The ticket has been resolved and confirmed by the employee. |
Resolving your issue
For all opened tickets, you will receive a message from a case manager asking whether your ticket has been resolved or if you still need assistance.
- Please respond, as this helps the case manager better know how best to handle the ticket.
- Please do not submit multiple tickets about the same issue or raise the issue through multiple channels.
- The Case Management Team is working to prioritize and address all of the tickets that come in, and increases in ticket volume mean an increase in the length of time to respond. However, there are several additional channels for quicker resolution:
- Read knowledge articles related to your issue (found on Zendesk)
- Read the Employee Self-Service Guide for potential solutions to your ticket
- View the status of your ticket on Zendesk.
We thank you for your partnership and for using Zendesk to submit a ticket to The Command Center. Our Case Management Team is working diligently to address many employee concerns, and we will get to your request as soon as possible.
Sincerely,
SFUSD Case Management Team