Submitting a Ticket

Replying to a Ticket

Closing a Ticket

Submitting a Ticket

  1. Send an email to CourseLeaf using the appropriate address. The email you use will be determined by whether the issue falls under the Catalog or Curriculum service type.
    • If the ticket is a Catalog issue, send the email using the Penn Catalog email address (catalog@registrar.upenn.edu).
    • If the ticket is a Curriculum Manager issue, send the email using the Penn Curriculum Manager email address (curriculum@registrar.upenn.edu)
    • Note: Do not CC team members on the original email to Coursleaf. All team members will receive an email notification about the ticket through Freshdesk.
  2. CourseLeaf's ticketing system will generate an automatic response to inform us that the ticket has been created. Since the Penn Catalog and Penn Curriculum Manager emails forward to Freshdesk, CourseLeaf's automatic response opens the ticket in our system.
  3. Click Add a Note at the bottom of the ticket. Ensure the note is private then paste the content of the email you sent to CourseLeaf earlier. Once saved, the note should look similar to the following:
  4. Fill out the appropriate ticket Properties in the sidebar. 
    • Make sure to use the "CL Support" Tag in the Tags section. This allows us to easily filter tickets we've sent to CourseLeaf.
    • If you are waiting for Courseleaf to reply to the ticket, choose the "Waiting on Vendor" Status.
  5. When finished, press Update to save the ticket.


Replying to a Ticket

  1. When CourseLeaf responds to a ticket, you can reply to it by clicking the Reply button at the bottom of the ticket. From here, you can write and send the reply the same as you would with any other Freshdesk ticket.
  2. Once you have replied and are awaiting another response, mark the Status as "Waiting on Vendor".


Note: For more general information on replying to and managing tickets, refer to the OUR Freshdesk User Guide.


Closing a Ticket


  1. Hold the Shift key on your keyboard
  2. While you continue holding the Shift key, click the Close button at the top of the ticket. This prevents an email from being sent to CourseLeaf, which will reopen the ticket on their end.