fyi- New help desk and knowledge base is now integrated

Discussion in 'APUG System Announcements' started by Sean, Sep 24, 2006.

  1. Sean

    Sean Admin Staff Member Admin

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    Hi All,

    Very happy about this completion since it was a fairly big project. We now have a proper help desk system and knowledge base. You will notice clicking "contact us" takes you to the new helpdesk where you can raise a support ticket (you can choose to login with your apug credentials and track your tickets progress or not).

    direct link=
    http://www.apug.org/help/?group=apug

    Also, every section of apug on the new navigation menu has a "Using this Area" link in the menu which links to the knowledge base part of the system. Where things get good... if someone raises a support ticket, I can respond to them with an answer and at the same time add it to our knowledge base. If 5 more people that week attempt to log a ticket for the same issue they'll get an automatic solution recommendation and most likely not need to raise a ticket after that. Over the next several weeks I'll be filling the knowledge base with tutorials on all aspects of using apug and more. Eventually this should start to cut down on member support work and allow me to focus more on site content. It should also be a massive help to new members learning the apug system.

    Thanks,
    Sean
     
    Last edited by a moderator: Sep 24, 2006
  2. Sean

    Sean Admin Staff Member Admin

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    There may have been a glitch not allowing people to see options to raise a ticket. Can a few people please check for me now by going here:

    http://www.apug.org/help

    then click "Submit a Ticket". Just let me know if you now see options for the ticket choice.

    Thanks!
     
  3. Jerevan

    Jerevan Subscriber

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    Uhm... when I try to submit a ticket, there's no Department to select - is that what you mean?

    EDIT: Running Firefox 1.5.0.7 in case you need that info.
     
  4. Sean

    Sean Admin Staff Member Admin

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  5. ann

    ann Subscriber

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    working now
     
  6. Bob F.

    Bob F. Member

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    yup, the second link seems to do the job.
     
  7. Sean

    Sean Admin Staff Member Admin

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    Great. I've updated links on the site to the proper link. I must have had the right template set cached in my browser so it appeared to be working for me.
     
  8. Bob F.

    Bob F. Member

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    I just accessed it from the "Contact Us" link from a few places and it works fine.
     
  9. JBrunner

    JBrunner Moderator Staff Member Moderator

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    Second link working properly here. (Safari 2.0.4)
     
  10. Jim Noel

    Jim Noel Member

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    The second link works for me