Course Search & Enroll app – November 2018 Update

The Course Search & Enroll app team reached out to colleagues in Law, Pharmacy and the Graduate School and collaborated to promote use of the app to their students as well as to communicate the conversion to the app as the single enrollment source post-9.2 upgrade. The DoIT Help Desk began providing Tier 1 support for the Course Search & Enroll app and other enrollment-related questions in November. They trained RO Student Services staff on the WiscIT ticketing system and transferred our existing web-based support content into KB documents. We trained their student supervisors on the various ways students navigate through Course Search & Enroll app. Since November 1st, there have been 176 tickets created (presenting .9% of users enrolling via the CS&E app), 40 of which were escalated to Student Services for Tier 2 support. Of the 40 tickets escalated to Student Services, approximately five were further escalated for Tier 3 technical support and approximately 35% were initiated by students outside of Student Services’ business hours. Incidents were most commonly categorized as “Enrollment Issue (86),” “Technical Issue (25),” and “Holds (22).” The Help Desk has been a very supportive partner in this process and we look forward to continued collaboration and improved service to students.