In this guide you will find everything you need to know on how to manage the Service desk available on our website and forum. The Service Desk is run on the Jira platform and is a way for Forum or site users to find self-help articles (available on our web portal) and to get in touch with the team directly.
Bookmark your projects page to your Bookmarks bar and access the Service desk from there - this will give you quick access to all of your projects. Don’t forget to click on the star icon in the top right-hand corner of the page to bookmark it on Jira.
Service Desk
Customers can contact us directly on the service desk through a ticketing system. It facilitates the efficient handling of requests and issues reported by users of your website and forum.
Key features include:
Ticketing System: Users can report issues or requests, which are then tracked as tickets. This system allows for efficient management and prioritisation of these requests.
Web portal: A user-friendly interface where users can easily submit requests and find answers to common questions, reducing the need for direct contact.
Here is how it works
Below is an image of how the Service Desk looks, on the left-hand sidebar menu, the main you’ll mainly be using the ‘Queues' and 'Knowledge base’.
Approving new users onto the forum
Approving users onto the forum is a no brainer, as you open the forum homepage, you’ll have a notification in your profile icon and on the left-hand sidebar ‘Review’. Clicking into it will open to a new page where you’ll find pending account registrations and flagged posts.
Rejecting users
Occasionally we will get an account registration come through that doesn't have a full name, DOB or postcode. We need users to fill in this information when they sign up to cross reference with our CRM. Below is what you should do if someone has tried signing up without completing those fields.
Cross-reference their email on the CRM, if you do find their information there, we can fill in the fields ourselves on their forum account once approved.
If however, we do not have their info on CRM you will need to click the Delete User button (highlighted in yellow):
A box will pop up and where you'll need to add this text:
Hello,
Thank you for your interest in our community forum. To complete your registration, we need a bit more information:
Full name
Date of Birth (DOB)
Postcode
Please re-register including these details. This will enable us to quickly process your application and welcome you to our community.
If you need any assistance, feel free to reach out.
Forum Management Team
You'll also need to tick the 'send rejection email' button as well, this will simply prompt the user to re-register by clicking a link.
