Society for General Microbiology (SGM)

SGM - Process to log issues using Zendesk

22 Feb 2013

Author: Jas Atwal

Version 1.3

ContentsContents............................................................................................................................................2

1. Version Control..............................................................................................................................4

2. Contributors..................................................................................................................................4

3. The Society for General Microbiology (SGM) Background.............................................................4

4. Document purpose........................................................................................................................4

5. Project Background.......................................................................................................................4

6. Issues Process................................................................................................................................6

7. Methods to raise issues.................................................................................................................7

7.1. Email..........................................................................................................................................7

7.2. Website.....................................................................................................................................8

7.2.1. Location of Helpdesk Website...............................................................................................8

7.2.2. Login......................................................................................................................................8

7.2.3. Home Page.............................................................................................................................9

7.2.4. Creating Issue......................................................................................................................10

7.2.5. Entering issue details...........................................................................................................11

7.2.6. Saving issue details..............................................................................................................12

7.2.7. Closing Issues.......................................................................................................................12

8. Changing password......................................................................................................................13

8.1. Select name.............................................................................................................................13

8.2. Action......................................................................................................................................14

8.3. New Password.........................................................................................................................15

9. Adding a non SGM email to your main details.............................................................................16

9.1. Select Edit................................................................................................................................16

9.2. Select identities.......................................................................................................................16

9.3. Select Add................................................................................................................................17

9.4. Enter Email..............................................................................................................................17

9.5. Verification Email.....................................................................................................................18

10. Check to see if issue already logged – Optional.......................................................................19

10.1. View all issues......................................................................................................................19

10.2. View issues you raised.........................................................................................................24

11. Zendesk Details........................................................................................................................26

11.1. Normal Method...................................................................................................................26

11.2. Exceptional Circumstances..................................................................................................26

1. Version ControlVersion Date By Changes0.1 04/01/13 J.S.Atwal Initial Version1.0 19/02/13 J.S.Atwal New email alias for Zendesk. SGM Helpdesk

<support@societyforgeneralmicrobiology.zendesk.com>1.1 21/02/13 J.S.Atwal Changes made after comments by Matthew1.2 22/02/13 J.S.Atwal Changes made after comments by Matthew

2. ContributorsName PositionJ.Atwal Head of Information Systems & ProjectsM.Convery IT & Infrastructure Manager Document Sign-Off

Name Position Approve (Y/N)

Date

J.Atwal Head of Information Systems & Projects 21/02/13M.Convery IT & Infrastructure Manager

3. The Society for General Microbiology (SGM) Background The Society for General Microbiology (SGM) is a membership organization for scientists who work in all areas of microbiology. It is the largest learned microbiological society in Europe with a worldwide membership based in universities, industry, hospitals, research institutes and schools. The SGM publishes key academic journals in microbiology and virology, organizes international scientific conferences and provides an international forum for communication among microbiologists and supports their professional development. The Society promotes the understanding of microbiology to a diverse range of stakeholders, including policy-makers, students, teachers, journalists and the wider public, through a comprehensive framework of communication activities and resources.

4. Document purposeThe purpose of this document is shown below:

Project background Process to record issues using Zendesk How to use Zendesk

5. Project Background The purpose of this project is to launch a process to manage and respond effectively to issues raised internally, the benefits of this are shown below following:

Better experience for users

Consistent method to raise issues Management and tracking of issues Improve the efficiency of resolving issues Ensure all issues are actively resolved

6. Issues ProcessThe diagram below, shows the process involved in creating and closing issues

7. Methods to raise issuesThere are two ways in which you may log an issue, these are shown below:

7.1. EmailYou can submit an issue via an email to us at: SGM Helpdesk as shown below

Please supply the following information

Subject: This can be entered in the Subject Line of your email. Description: Enter the issue in the email

You will then receive an automated email, which will provide you with a reference number

Please note: If you have not already been set-up as a user on the help desk system, you will get an email asking you to register, this must be performed in order for the issue to be processed

7.2. Website

7.2.1. Location of Helpdesk WebsiteCurrently we are using a Help desk system called Zendesk, the instructions below explain how to create/amend an issue that you raised

Go to the website : By Clicking here

7.2.2. Login Login using your SGM email address and enter your password , then click on the Logon button, see screen below

Please note the following:A default password of Sgm123 has been set up for all SGM staff, once in the system please change this (how to do this is described further in the document)

7.2.3. Home PageAfter you have logged in the Zendesk homepage will be displayed, this page contains this guide to help you further.

7.2.4. Creating IssueTo create a new issue, select SUBMIT A REQUEST, see screen below:

7.2.5. Entering issue detailsYou will be presented with the screen shown below

The following will help you fill in the form

Please supply the following information

Subject: Short summary of issue. :Description: Description Attach File: If you have attachments, use this button for the files (note, files can not be

more than 1mb)

7.2.6. Saving issue detailsOnce you have entered the details of the issue, select Submit, to save details see screen below

7.2.7. Closing IssuesOnce your issue has been resolved, you will need to change the status to resolved and put in a comment, see screen below:

Please note that you must enter comments

8. Changing passwordTo change your password, follow the steps shown below

8.1. Select nameClick on your name (for Jane Westwell , it would be Jane), see screen below

8.2. ActionOn the next screen hoover over actions and then select change password , as shown below:

8.3. New PasswordEnter current password and new password as shown below.

To save changes click on Change Password

9. Adding a non SGM email to your main detailsZendesk has the ability to allow you to send requests either by your SGM email address (this is the main one) or alternative(s).

Note:

Although you can have a alternative email address to log a call, all correspondences will go to the main email address,

In order to carry out add secondary email addresses, you need to be logged into Zendesk, and then follow the instructions shown below:

9.1. Select EditClick on Edit see screen below

9.2. Select identitiesClick on identities see screen below

9.3. Select AddClick on Add see screen below

9.4. Enter Email Enter your email address and then click on Send me the Verification email, as shown below

9.5. Verification Email You now need to go to your email application (e.g yahoo, Hotmail) , open the email sent by and click on the link, this will verify your account, as shown below:

10. Check to see if issue already logged – Optional Before an issue is created, you may check the Web site to ensure that it has not already been created. , this can be accessed by clicking here

If the issue does exist please do NOT create another one

To view issues you must be logged on to the system see section Login, and then follow the instructions shown below:

10.1. View all issuesIn order to search you must first view all the issues logged, this is done by clicking on “Society for General Microbiology”, as shown below:

The screen below will then be displayed, listing all open issues

To find a issue, enter the text (eg status) you wish in the areas as shown below to search for and then click on “Search”

The results will be displayed as shown below:

To view full details select on the issue and the screen below will be displayed

10.2. View issues you raisedSelect “Check Your Existing Requests”

This will then show a list of your issues, see below

11. Zendesk DetailsThis section provides details when contacting SGM Helpdesk using the Normal Method or Exceptional Circumstances when there are issues with SGM email or SGM Internet Access

11.1. Normal MethodEmail: sgmhelpdesk@sgm.ac.uk . Web address: http://helpdesk.sgm.ac.uk

11.2. Exceptional CircumstancesIn the rare occurrences where either the SGM email or internet access is unavailable, then the following methods maybe used:If the SGM email service is not available then please use: support@thesocietyforgeneralmicrobiology.zendesk.comIf Internet access is not available from within SGM or there is no response when attempting to open page http://helpdesk.sgm.ac.uk then use: http://thesocietyforgeneralmicrobiology.zendesk.com/