After graduation, accounts transition from student access to alumni access. Some services continue, some are reduced, and some end. To the graduate this arrives as “my account stopped working” — which is why this ticket is so often misdiagnosed as a fault.
How to recognise it
- The user graduated recently, and the problem began without any change on their end.
- Some services still work while others refuse access.
- Their password is accepted, but a specific system rejects them.
How to handle it
- 1
Verify the caller
The approved verification process applies to graduates exactly as it does to current students.
- 2
Confirm graduation timing
“When did you graduate?” establishes where they are in the transition schedule.
- 3
Explain what changed, in plain language
Say what continues and what does not. Vagueness here produces a second call and a frustrated person.
- 4
Point them to the right owner for anything you cannot change
Access decisions for alumni are policy, not a Help Desk setting. Do not promise a restoration you cannot deliver.
- 5
Log the ticket with the account type recorded
Volume here is useful evidence when communications need improving.