Student User Manual

Getting Started

The PITC Institute Ticketing System is designed to help you submit support requests and get assistance from our dedicated staff. Whether you have questions about your courses, need help with financial aid, or have any other concerns, our ticketing system ensures your request reaches the right department quickly.

Important: All tickets are handled within 48 business hours. Please provide accurate information to help us serve you better.

What You Can Do:

Create a New Ticket - Submit a support request for any issue or question
View Your Ticket - Check the status and response of your submitted ticket
Receive Email Updates - Get notified when your ticket is responded to

Creating a Ticket

Follow these steps to create a new support ticket:

Step-by-Step Guide:

Click "Create Ticket" from the navigation menu or home page
Fill in your personal information:
- First Name and Last Name
- Cohort Number (your assigned student group)
- Class Type (Day or Evening)
- Course Name
- Course Start and End Dates
- Instructor Name (First Last format only)
- Last 4 digits of your SSN (for verification)
- Email Address and Cell Phone
Select a Category that best matches your issue
Describe Your Issue in detail (minimum 20 characters)
Complete the CAPTCHA by solving the math problem
Click "Submit Ticket"

Important Notes:

Enter your instructor's name in "First Last" format only (e.g., "John Smith")
Do not include multiple instructors or use separators like commas or ampersands
Provide a valid email address to receive updates about your ticket

Ticket Categories

Choose the category that best describes your issue. This ensures your ticket is routed to the correct department:

Category	Use For
Accounts	Account inquiries
Admissions	Enrollment questions
Attendance	Attendance records
Clinical	Clinical rotations
Complaints	General complaints
Drop Request	Course withdrawal
Education	Academic matters
Education Policy	Policy questions
Financial Aid	Financial assistance
Grading	Grade inquiries

Category	Use For
Leave of Absence	LOA information
Ledger	Account balance
LOA Request	Request leave
Remapping Request	Schedule changes
Schedule	Class schedules
Student Services	General support
Tech Support	Technical issues
Testing	Exam questions
Transcript Request	Transcript copies

Viewing Your Ticket

To check the status of your submitted ticket:

Click "View Ticket" from the navigation menu
Enter your Ticket Number (format: PITC-YYYYMMDD-XXX)
Enter your First Name and Last Name
Enter the Last 4 digits of your SSN
Click "View Ticket"

Tip: Save your ticket number from the confirmation page or confirmation email for easy reference.

What Happens After Submitting

1. Confirmation

You'll see a confirmation page with your unique ticket number and receive a confirmation email.

2. Routing

Your ticket is automatically sent to the appropriate department based on your selected category.

3. Review

A staff member reviews your ticket and prepares a response.

4. Response

You receive an email with the staff member's response. You can also view it online.

Understanding Ticket Statuses

Pending

Your ticket has been received and is waiting for a staff member to review it.

Responded

A staff member has responded to your ticket. Check your email or view the ticket online.

Closed

Your ticket has been resolved and closed. You can still view it for your records.

Email Notifications

You will receive email notifications at the address you provided:

Confirmation Email: Sent immediately after submitting your ticket with your ticket number
Response Email: Sent when a staff member responds to your ticket

Not receiving emails? Check your spam/junk folder. Add PITC Institute emails to your contacts to ensure delivery.

File Attachments

When staff members respond to your ticket, they may include file attachments such as:

Official forms or documents you need to complete
Policy documents or guidelines
Schedules, calendars, or reference materials
Screenshots or instructions to help resolve your issue

How to View Attachments:

View your ticket using your ticket number
Look for the attachment section in the staff response
Click the "Download" link to save the file to your device

Supported File Types: PDF documents, images (PNG, JPG), Word documents (DOCX), and spreadsheets (CSV, XLSX, XLS).

Tips for Success

Do:

Provide accurate personal information
Choose the correct category
Be detailed in your description
Include relevant dates and names
Save your ticket number
Check your email regularly

Don't:

Submit duplicate tickets for the same issue
Use someone else's information
Leave fields blank or incomplete
Include sensitive information unnecessarily
Expect instant responses on weekends

Frequently Asked Questions

Most tickets receive a response within 48 business hours. Complex issues may take longer. You'll receive an email when your ticket is answered.

Check your email for the confirmation message we sent when you created the ticket. The ticket number is included in that email. If you can't find it, contact Student Services.

Currently, you cannot directly update a submitted ticket. If you need to add information, please create a new ticket referencing your original ticket number.

The last 4 digits of your SSN are used for identity verification when viewing your ticket. This ensures only you can access your personal information and ticket details.

Don't worry! Our staff can reroute your ticket to the correct department if needed. Your ticket will still be handled appropriately.

Contact Information

PITC Institute

Main Campus

Mon-Fri: 8:00 AM - 5:00 PM ET

Need Help?

If you're having trouble with the ticketing system, please contact Student Services or visit the front desk.