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Email conversation threads are getting broken during the transition to the new helpdesk

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Today is the first full day of use out of our new helpdesk and, so far, the feedback has been almost all positive.  One thing that we are noticing that we did not consider earlier though is that the email conversations / threads are getting / broken between replies that were sent to the old helpdesk and replies that are being sent to the new helpdesk.  This should be an isolated issue that will go away once all of the tickets on the old helpdesk are closed out (we expect less than 30 days) but it is causing some confusion in the interim.  We're working now to see if there is a good way to mitigate it but because it's two separate email conversations, I am not optimistic.  Again, this…
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New Helpdesk is Live!!

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In September of 2011, I sent out an email asking for help, feedback to help us serve our customers better.  Since that email, we have been working to implement some of the changes requested to better serve you.  Some of the easier changes were the Priority Blocks and Regular Monthly Updates, which seem to be working very well.  Some of the other changes have taken a little longer to implement and are finally coming to fruition.  One of the things that was requested was a way for our customers to see their open tickets (work being done) and closed tickets (work already done).  The point was made that, although we try to keep everyone up-to-date via email, we often have the tool that our customers use for email, so the…
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