Student Manual
Getting Started Creating a Ticket Ticket Categories Viewing Your Ticket Keeping the Conversation Going Ticket Statuses Email Notifications File Attachments How the System Works After You Submit Accessing Your Conversation Replying to Messages Resending Your Access Link Conversation Statuses Staff-Created Tickets Tips for Success Frequently Asked Questions Contact Information

Student User Manual

Welcome to the PITC Institute Ticketing System! This guide will help you submit and track support requests.

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 and have a back-and-forth conversation with staff
  • Reply to Staff - Send follow-up messages, ask questions, and attach files within your ticket thread
  • View Your Ticket - Check the status and full conversation history of your ticket
  • Receive Email Updates - Get notified when staff responds, with a secure link to access your conversation
  • Respond to Staff-Created Tickets - If a staff member creates a ticket on your behalf, you receive an email with a secure access link to view and respond

Creating a Ticket

Follow these steps to create a new support ticket. All tickets use a conversation-style system that lets you have a back-and-forth dialogue with staff.

Step-by-Step Guide:
  1. Click "Create Ticket" from the navigation menu or home page
  2. Fill in the form:
    • First Name and Last Name
    • Email Address
    • Phone Number
    • Category (select the topic that best fits your issue)
    • Issue Details (describe your question or concern)
    • File Attachment (optional — attach a supporting document or screenshot)
  3. Complete the CAPTCHA by solving the math problem
  4. Click "Submit" to create your ticket
After Submitting: You will receive an email with a secure access link. Use this link to view your ticket, read staff responses, and send follow-up messages. No SSN or login is required — just click the link in your email.
Important: Provide a valid email address — your secure access link will be sent there. Keep the email with your access link so you can return to your conversation at any time.

Ticket Categories

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

CategoryUse For
AccountsAccount inquiries
AdmissionsEnrollment questions
AttendanceAttendance records
ClinicalClinical rotations
ComplaintsGeneral complaints
Drop RequestCourse withdrawal
EducationAcademic matters
Education PolicyPolicy questions
Financial AidFinancial assistance
GradingGrade inquiries
CategoryUse For
Leave of AbsenceLOA information
LedgerAccount balance
LOA RequestRequest leave
Remapping RequestSchedule changes
ScheduleClass schedules
Student ServicesGeneral support
Tech SupportTechnical issues
TestingExam questions
Transcript RequestTranscript copies

Viewing Your Ticket

New Tickets (Conversation System):

For tickets created through the current system — whether you created the ticket yourself or a staff member created it on your behalf — simply click the secure access link in the email you received. This takes you directly to your conversation thread where you can see all messages and replies.

Lost your access link? Use the Resend Access Link feature — enter your ticket number (format: PITC-YYYYMMDD-XXX) and email address to have a new link sent to you.
Legacy Tickets (PITC Format):

If you have an older ticket in the PITC-YYYYMMDD-XXX format, you can look it up using the "View Ticket" link:

  1. Click "View Ticket" from the navigation menu
  2. Enter your Ticket Number (format: PITC-YYYYMMDD-XXX)
  3. Enter your First Name and Last Name
  4. Enter the Last 4 digits of your SSN
  5. Click "View Ticket"
Tip: Save your ticket number from the confirmation page or confirmation email for easy reference.

Keeping the Conversation Going

Once staff responds to your ticket, you can continue the conversation:

  1. Check your email for a notification that staff has replied
  2. Click the secure link in the email to open your conversation
  3. Read the staff response in the conversation thread
  4. Type your reply if you have follow-up questions or additional information
  5. Attach files if needed (documents, screenshots, forms)
  6. Click "Send Reply" to continue the conversation
No limit on messages: You can send as many follow-up messages as needed until your issue is resolved. Each new message notifies the staff member handling your ticket.

Understanding Ticket Statuses

Open

Your ticket is active and the conversation is ongoing. You can send and receive messages.

Closed

Your ticket has been resolved and closed. You can still view the full conversation history.

Email Notifications

You will receive email notifications at the address you provided:

  • Confirmation Email: Sent immediately after submitting your ticket with your ticket number and secure access link
  • Staff-Created Ticket Email: If a staff member creates a ticket on your behalf, you receive an email with your ticket number and a secure access link to view and respond to the ticket
  • 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

You can attach files when creating a ticket or sending follow-up messages. Staff members can also include attachments in their responses.

Uploading Your Own Files:
  1. When creating a ticket or replying to a conversation, look for the "Attach File" option
  2. Click the file upload area and select a file from your device
  3. Submit your ticket or reply — the file will be attached to your message
Viewing Staff Attachments:

When staff members respond, they may include file attachments such as official forms, policy documents, schedules, or instructions.

  1. Open your ticket using the secure access link in your email
  2. Look for the attachment icon next to the staff response
  3. 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).
File Size Limit: Each attachment can be up to 10 MB. If your file is larger, try compressing it or splitting it into smaller files.

How the Conversation System Works

All tickets use a conversation-based system that lets you have a back-and-forth dialogue with PITC Institute staff — similar to a chat or email thread. This means you can send follow-up messages, provide additional information, and ask clarifying questions all within the same ticket.

Multi-Message Threads

Send and receive multiple messages within your ticket — no need to create a new ticket for follow-ups.

Secure Access Link

Access your ticket through a secure link sent to your email — no login or SSN required.

File Attachments

Attach files to any message — documents, screenshots, or forms.

Transparency: You can see the full history of your conversation, including which staff member is handling your ticket and any forwarding events. Staff may also include internal notes that are not visible to you — these are used for behind-the-scenes coordination.

What Happens After You Submit

After you submit your ticket, several things happen automatically:

1. Confirmation

You see a confirmation page with your unique ticket number (format: PITC-YYYYMMDD-XXX).

2. Secure Link Email

An email is sent to you with a secure access link. Save this email — you will use the link to access your ticket conversation.

3. Routing

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

4. Staff Response

A staff member reviews your ticket and responds. You receive an email notification with a link to view their reply and continue the conversation.

Accessing Your Conversation

After creating a conversation ticket, you will receive an email containing a secure access link. This link is your key to viewing and participating in the conversation.

How It Works:
  1. Check your email for the confirmation message from PITC Institute
  2. Click the secure access link in the email
  3. You will be taken directly to your conversation ticket — no login needed
Keep Your Link Private: Your access link contains a unique security token (UUID) that grants access to your ticket. Do not share this link with others, as anyone with the link can view your conversation.

Replying to Messages

Once a staff member responds to your conversation ticket, you can send follow-up messages to continue the dialogue:

Sending a Reply:
  1. Open your conversation ticket using the secure link from your email
  2. Review the message history displayed in a chat-style interface
  3. Type your reply in the message box at the bottom
  4. Optionally attach a file if you need to share a document
  5. Click "Send" to submit your message
Message History: All messages in the conversation are displayed in chronological order, so you can easily follow the full thread of communication with staff.

Conversation Statuses

Open

Your conversation is active. You and staff can continue exchanging messages. The ticket is being worked on.

Closed

Your conversation has been resolved and closed. You can still view the full message history for your records.

Forwarding: If your ticket needs to be handled by a different staff member or department, it may be forwarded. You will see forwarding events in the conversation timeline, along with who is currently handling your ticket.

Staff-Created Tickets

Sometimes a staff member may create a ticket on your behalf. This can happen when you contact the school by phone, visit in person, or send an email directly to a staff member. Instead of asking you to create a ticket yourself, the staff member can enter your information and create the ticket for you.

What to Expect:
  1. A staff member enters your name, email, phone number, and the details of your issue into the system
  2. You receive an email with your ticket number and a secure access link
  3. Click the link to view the ticket and the issue description the staff member entered
  4. You can reply with follow-up messages, provide additional information, and attach files — just like any other ticket
How is this different from a regular ticket? It works exactly the same way. The only difference is that a staff member filled in the initial details for you. Once you receive the access link email, you can view, reply, and interact with the ticket just as you would with any ticket you created yourself.
Check your email: If a staff member tells you they are creating a ticket for you, watch for an email from PITC Institute with your secure access link. Check your spam/junk folder if you do not see it within a few minutes.

Tips for Success

Do:
  • Provide accurate personal information
  • Choose the correct category
  • Be detailed in your description
  • Include relevant dates and names
  • Save your access link email
  • Check your email regularly for replies
  • Use follow-up messages instead of creating new tickets
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.

Yes! The conversation system allows you to send follow-up messages at any time. Simply click the secure access link in your email to open your ticket, then type your additional information and click "Send Reply." You can also attach files to any follow-up message.

If you have a ticket in the PITC-YYYYMMDD-XXX format, click "View Ticket" in the navigation menu. You will need your ticket number, full name, and last 4 digits of your SSN to look it up. This applies only to tickets created before the conversation system was introduced.

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

When you create a ticket, you receive an email with a secure access link. Click that link to view your full conversation, read staff responses, and send follow-up messages. No login or SSN is needed — the link is your key to the conversation. Save the email so you can return to your ticket at any time.

You can use the Resend Access Link feature. Enter your ticket number (format: PITC-YYYYMMDD-XXX) and the email address you used when creating the ticket. A new secure access link will be sent to your email. Be sure to check your spam/junk folder if you don't see it in your inbox.

Check your email for a message from PITC Institute containing your ticket number and a secure access link. Click the link to view the ticket details that the staff member entered, and use the reply feature to provide any additional information or follow up. The ticket works exactly like one you would create yourself. If you don't see the email, check your spam/junk folder.

Students cannot reopen a closed ticket directly. If your issue was not fully resolved, you can create a new ticket and reference your previous ticket number in the description. Staff will be able to see your history and continue assisting you.

You can upload PDF documents, images (PNG, JPG), Word documents (DOCX), and spreadsheets (CSV, XLSX, XLS). Each file can be up to 10 MB. If your file is larger, try compressing it or splitting it into multiple smaller files across separate messages.

Please avoid creating duplicate tickets for the same issue. Instead, use the conversation feature to send follow-up messages on your existing ticket. This keeps all communication in one place and helps staff resolve your issue more efficiently.

Sometimes your issue needs to be handled by a different department or staff member. When a ticket is forwarded, the new staff member takes over and can see your full conversation history. You do not need to do anything — your secure access link remains the same, and you can continue the conversation as before.

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.

Create a Ticket View Your Ticket