The ticket submission, tracking and follow up process is vital to providing timely and effective service to the Ashland University community. In the past year there have been several improvements made in staffing, training and in the ticket management system. We continue to review this function and make improvements to serve our customers better. In the past few weeks we have had a few instances where customers have left voicemail messages for staff that were on vacation or out sick. It is important that initial calls as well as follow up calls go through the TSC so we can ensure issues are attended to in an effective manner. We have no way to assist when the TSC is circumvented and a voicemail is left for a staff member. The TSC knows who is on vacation or travel and can route the call to another staff member should immediate follow up be required. TSC contact information can be found at http://www.ashland.edu/faculty-staff/operations/information-technology .