Ticket management at UMECIT: a more accessible and organized experience
What is the PQRSF system?
The Complaints, Claims, Suggestions, and Requests System of the University Service and Attention Center (CASU)) is the institutional mechanism provided by UMECIT for the receipt, management, monitoring and handling of Petitions, Complaints, Claims, Suggestions and Compliments submitted by students, graduates and other interested parties.
Through the institutional ticketing system, the University manages requests related to academic, administrative, technological, financial and student services, guaranteeing traceability, monitoring, response times and coordination with the different areas responsible for each case.
This system is part of the CASU institutional care model and aims to strengthen the quality of service, continuous improvement and the care experience of the university community.
What is the PQRSF system?
UMECIT's institutional care model is evolving to strengthen the service experience with the student at the center.
From now on, all academic, administrative, financial, and technological requests will be managed through a unified ticketing system.
This mechanism ensures traceability, segmented attention, and continuous communication in each case.
What can you manage with your ticket?
Tickets are organized into four broad process categories, each with a clear description to guide your selection:
What does each type of request mean?
Request
Request submitted for the purpose of requesting information, guidance, attention or management related to an institutional service, procedure or process.
Complaint
Expression of dissatisfaction related to the attention received, the provision of a service, or the actions taken during an institutional process.
claim
A request by which a person expresses concern regarding a service, procedure, or institutional situation, requesting a review or resolution of the case presented.
academics
Everything related to coursework, changes in modality or location, thesis, internship, attendance, grades, teacher evaluation, complaints, revalidations, validations, homologations, and degree requirements.
administrative
Self-enrollment, payment arrangements, academic credits, associated costs, course withdrawals, full or permanent withdrawals, refunds, office hours, and procedures related to the student or graduate ID.
Suggestion
Proposal or recommendation aimed at strengthening, optimizing or improving institutional services, processes or care mechanisms.
Congratulation
Recognition for the service, attention or support received from the institution or its collaborators.
financial
Available payment methods (cash, bank transfers, Yappy, Digital App), scholarships, financial aid, clearance certificates, discounts, certificates, and payment validations.
platforms
Cibërsity, access to the digital library, data updates, institutional keys, and Language Center.
How does the ticket system work?
Step 2
Please register with your registered email address on Cibërsity if this is your first time.
Step 3
Select the correct category and detail your request.
Step 4
Receive confirmation by email and track it from your account.
Time
response
Our model guarantees resolution with institutional traceability. Response times are defined under the following Service Level Agreements (SLAs):
- First contact: immediate response or up to 24 business hours if it can be resolved directly.
- Second contact: Response time ranges from 72 to 160 business hours, depending on the complexity of the case and the validation processes that other internal units must perform.
In situations where this deadline needs to be extended, the student will be notified of the status and progress of their application, ensuring close and transparent support throughout the process.
Recommendations for the correct use of the ticket system
Do not duplicate tickets
Please do not duplicate tickets. We are working to respond to you in a timely manner. Duplicating tickets does not help us be efficient or provide you with better service.
If you need to supplement the information on an already registered request, please include the previous ticket number. This allows us to continue the case history and reduce the time it takes to review your request.
Remember that all information related to your application will be sent to the institutional email address registered with Cibërsity. Therefore, it is essential to keep your information updated on the platform to ensure effective communication.
Attention from anywhere
This system applies to students from Panama as well as those located in Colombia, Ecuador, and other countries where UMECIT operates internationally. We currently offer in-person support at the Fundadores Building, the Veneto Building, the Master's Building, the Megamall Building, the La Chorrera campus, and the Santiago campus. For the Chitré and David campuses, support will be provided remotely, and in-person support will soon be available.
More than a system, an evolution of the model
This tool aligns with UMECIT's neo-cyberhumanist educational model. It integrates technology with human support, strengthens student well-being, and enhances the institutional experience. Each interaction is an opportunity for growth, consistent with the badges that build the UMECIT student profile.