Navigating through support.mydre.org
anDREa makes use of ZohoDesk Enterprice version. This enables you to configure the following items.
Please read the information about these changes below carefully.
Creating tickets for users
Users can create new DRE tickets through the ‘Add ticket’ button in Help Center (support.mydre.org). This requires them to first sign up to the Help Center with their own e-mail address.
It is possible to use multiple forms (‘Layouts’) and conditional field showings (‘Layout rules’). They can be set up separately for each organisation (Department). Beware: the mydre department has different Layouts (please check which these are!).
Below, you can see how a Help Center user creates a ticket, and you can see which Layouts exist in each department. Also check this yourself with a user account on https://support.mydre.org/portal/en/newticket.
1. First, click on Add Ticket.
2. Then choose the correct department.
3. Then choose the correct form.
4. Then fill in the fields required for the form.
5. Click on submit.
Please check all the forms yourself. Is it working as you think it should? Is all required info present? Please note any remarks as a comment to this article.
Each of the Layouts has a number of standard fields. I’ve now replicated the standard Layouts across departments. It is not possible to clone these from department to department, so minor differences may be present.
In each Layout, some fields are mandatory, whereas others are optional. I’ve set these to the best of my judgement: with the mandatory fields, you should be able to work on the ticket directly.
Each Layout includes a Description field. This is the standard first conversation entry, and gives styling options to users (whereas other text-fields do not). Note that this Description field has a different function dependent on Layout. For some, it's the (not mandatory) 'Remarks' section, whereas for others it's a mandatory field where the reason for deletion of VMs/workspace should be listed. Just take note of this.
Some fields are categorical, i.e. pick-one lists. For each Layout, regardless whether the field is used in another department/Layout, the categories need to be put in manually. I’ve set the categories now, but please ensure that they are filled in correctly for the Layouts in your own department.
Especially the categorical Priority field is important. Dependent on the Layout, a default option is chosen (from “Low”, “Medium”, “High”), which translates into an SLA. For instance, New workspace requests get “Medium” priority, which is then related to an SLA of 3 working days for resolution.
Almost all fields are editable by users in the Help Center, apart from ‘Approved by accountable’. Read more about that below.
Validating user requests
“New workspace”, “Delete VMs” and “Delete workspace”, are requests that evidently require the approval of an accountable. Therefore, the Layouts for these requests include a new field ‘Approved by accountable’, which is not editable by users in support.mydre.org. Before executing the requests, Support Team members should make sure that there is accountable approval, and indicate this in the ‘Approved by accountable’ field. The field serves both as a reminder and track record that there was validation. Read more about Validating approval of Accountable
CCs in ticket
Tickets now also include a CC field, which allows us to associate a ticket with additional accounts apart from the requester. Please find out yourself how you want to work with this.
New Live chat functionality
Zoho desk now also support a live chat functionality, which is by default embedded in the Help Center, but can also be embedded on other websites.
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