How do I submit or check the status of a ticket?

Click on New Support Ticket and complete the form.   You will receive a confirmation with a link to your ticket so you can track the status of your request. You can log into Freshdesk to view all of your current and past tickets. Additionally, the Knowledge Base on the home page answers frequently asked questions, so we encourage you to refer to this page for any questions you may have.  

 

What are the different ticket types?

  • Disbursement Requests – submit your weekly disbursement requests with approvals and supporting documentation in one central location, requests received by the deadline of 12pm on Tuesday will be processed the same week
  • New Allocation Request – submit your new allocation request sheet and supporting documentation for new funds to be created in NAV
  • Report Request – for submitting a request for a new report or detailed information in report format
  • Report Change Request – for submitting requested changes and/or updates to existing reports
  • Information request– this ticket type is a “catch-all” for any question or request that doesn’t fit into the previous ticket types, common examples are;
    • If/when a disbursement was processed
    • Did a check clear
    • What is the market value of a specific fund
  • Approvals– this ticket type will be used by the UVA Fund as an origination point for documents that require management approval, common examples are;
    • Monthly transfers
    • Investment notifications
    • Endowment distribution schedules
    • Audit schedules 

 

What is the response time for each ticket type?

  • Disbursement Requests – all disbursement requests received by the weekly deadline (12 pm Tuesday) will be processed the same week, and all requests received after the deadline will be processed the following week.  IF there are extenuating circumstances please let us know and we will do our best to accommodate the request.
  • New Allocation Requests – new allocation requests will be created within two business days.
  • Report Requests – requests for new reports should receive communication within two business days, however the delivery of a final product will depend on the specific request.   Please communicate your anticipated need of delivery in the ticket submission. 
  • Report Change Requests – requests for changes/updates to existing reports should receive communication within two business days, however the delivery of a final product will depend on the specific request.  Please communicate your anticipated need of delivery in the ticket submission. 
  • Information request – you should expect communication regarding information requests within one business day, however the response time of a final product will depend on the specific request.  Please communicate your anticipated need of delivery in the ticket submission.

 

Who can see my ticket?

All assigned agents in our instance of Fresh Desk can see your ticket and are able to address your request.

 

Where does my ticket go?

Each ticket type is assigned to a specific Agent who receives an email notification that a new ticket has been created however, ALL tickets are visible to all agents which will help alleviate a delay when the assigned agent is out of the office or unavailable.

  

Can I include (copy) multiple people on my ticket?

Yes, you can copy as many people as needed in the ticket submission.

 

Can I make changes to my ticket or add new information?

Yes, simply reply to your ticket confirmation and the information will be added to your ticket.

 

What if I have a question or need help?

Call us at 434-243-9000 (Alumni Association main line).  We’ll be happy to assist!