CS Console Internal

Per-type playbooks for the highest-volume tickets — signals, lookups, resolution, paste-ready reply, escalation.
School Help Centre →

Built from ~5,160 historical tickets. The six playbooks below cover roughly 56% of all volume. Each card ends with a paste-ready reply (anonymised, with [placeholders]) and a link to the exact self-serve resource you can send the school so the same request doesn't come back. System shorthand: C1 master scheduler · C1.2 synced calendar · C4 upcoming lessons · ST1 student records · Teachworks billing/enrolment mirror · Bella = CPO/DSL sign-off.

Triage quality gates

A ticket only auto-promotes to T01 if it clears these. When one's missing, fill it before promoting rather than bouncing it back.

1 · Actionable requestSay what must be done. No action → triage scores confidence 0 and it never promotes.
2 · School or Internal NoteBoth empty → Error: School is Empty. Match the school against the canonical list.
3 · Confidence or a noteConfidence <1 and no Internal Note → Error: Add Internal Notes.
+ Course ID & Class IDsAlways enrich student tickets: Course ID from ST1, Class IDs per subject. Can't pin the lesson? List candidates + tutors and flag it.

Escalation map — don't auto-resolve these

Raise and route, never close on your own.

SafeguardingAny safeguarding / child-protection content → escalate to Bella (DSL) same day. Never auto-reply.
Compliance / Legal DocumentSCR requests, contracts, data agreements → route to compliance; provide, don't improvise.
Billing & admin feesExtensions are chargeable; short-notice cancellation of remaining paid lessons can carry a 10–15% admin fee → loop in Bella / finance before confirming.
Network / access can't be fixed our side‘Connecting…’ / ‘Leader not in room’ is usually the school network blocking websockets → send IT guidance; escalate persistent cases to the dev team.

⚠️ The triage gap to watch

831 tickets are untyped or filed as “Other” (487 null + 344 Other) — roughly one in six. These bypass any per-type playbook and are where things go stale. When you touch one, set a real Type so it counts toward the right pattern and the queue stays honest.

Internal tool. Hosted on an unlisted path (obscure, not access-controlled) — ask Daniel before sharing the link outside the support team, and don't put it behind the public Help Centre nav. Resolution patterns are distilled from real ticket notes; verify the specific student's Course/Class IDs live before actioning. Reply templates are starting points — always personalise.