Follow each website update in Web Updates and keep questions, files and replies in the same ticket.

1. Check the ticket’s progress

1. Log in to uniqueschoolapp.ie and open Web Updates.
2. Find the ticket by its title or ID, then select its title to open it.
3. Check the status, dates and individual requests. Use the dashboard’s status filter to narrow the list.

New means the ticket has been submitted. In Progress shows work is underway. If the status is Info Needed, open the conversation and check what the team needs from you.

2. Read messages and reply

1. Open the ticket and select Chat, or use its chat icon in the dashboard’s Activity column.
2. Read the conversation, then type your reply in Type your message....
3. Use the paperclip to attach supporting files if needed.
4. Select the send button to send your reply.

Be specific: mention the page, the requested change and any replacement text. Reply in the existing ticket rather than submitting the same request again.

3. Review and approve, or request changes

When your update is ready, an email is sent to the school asking you to review and approve it in the portal.

1. Open Web Updates and select the ticket. Its status will show Client Approval; the progress bar calls this Awaiting Approval.
2. Read the team’s message and check the website update, including the wording, images, documents and links.
3. Choose the appropriate action below.

If everything is correct

Select Approve Work. This approves the update and changes the ticket to Completed, so check the work before selecting it.

If something needs correcting

1. Select Request Changes.
2. In What needs to change?, explain the remaining corrections. Include the page and exact wording or issue. The field allows up to 500 characters.
3. Select Submit Request Changes. The development team is notified and resumes work on the ticket.

Use Chat for supporting files or extra discussion, but use Request Changes to return an update for correction instead of approving it.

4. Need a fix after approval?

1. Open the Completed ticket and select Request Reopen.
2. Enter a Reopen Reason explaining the additional changes or fixes (up to 500 characters).
3. Select Submit Request. This sends the reopening request to the admin team for review.

A reopening request is not an automatic confirmation that work has restarted. Keep the ticket ID handy for follow-up.

Related: Manage drafts, edit and archive tickets.