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  1. #1
    Sean's Avatar
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    fyi- New help desk and knowledge base is now integrated

    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 Sean; 09-24-2006 at 05:24 PM. Click to view previous post history.

  2. #2
    Sean's Avatar
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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. #3
    Jerevan's Avatar
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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.
    “Do your work, then step back. The only path to serenity.” - Lao Tzu

  4. #4
    Sean's Avatar
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    What if you click here:
    http://www.apug.org/help/?group=apug

    Thanks

  5. #5
    ann
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    working now
    http://www.aclancyphotography.com

  6. #6
    Bob F.'s Avatar
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    yup, the second link seems to do the job.

  7. #7
    Sean's Avatar
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    Quote Originally Posted by Bob F. View Post
    yup, the second link seems to do the job.
    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. #8
    Bob F.'s Avatar
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    I just accessed it from the "Contact Us" link from a few places and it works fine.

  9. #9
    JBrunner's Avatar
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    Second link working properly here. (Safari 2.0.4)

  10. #10
    Jim Noel's Avatar
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    The second link works for me
    [FONT=Comic Sans MS]Films NOT Dead - Just getting fixed![/FONT]



 

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