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Design/UX #11394

Help Hyperlink and Help homepage

Added by scott voth over 2 years ago. Updated over 2 years ago.

Status:
Rejected
Priority name:
Normal
Assignee:
-
Category name:
-
Target version:
-
Start date:
2019-04-23
Due date:
% Done:

0%

Estimated time:

History

#1 Updated by scott voth over 2 years ago

  • Subject changed from Help Hyperlink to Help Hyperlink and Help homepage

When a user clicks on "Help," there is a popup that directs to either the Help page or to ZenDesk. I think it might be better to just link to the Help homepage (https://help.commons.gc.cuny.edu/) and incorporate the Zendesk option there.

I also feel that the Help homepage should look better - maybe work here can review the design?

#2 Updated by Boone Gorges over 2 years ago

This seems like a decent idea to me. If people are forced to go through Help, it becomes more likely that they'll search our existing help materials before posting a ZD ticket. I've added some watchers to see what others think.

#3 Updated by Matt Gold over 2 years ago

Let's chat about this on Friday (Colin, please add to the team agenda). My preference is to keep the email link there, as I think that is what users want/need, much as we'd prefer them to work through the documentation

#4 Updated by Colin McDonald over 2 years ago

We decided in the meeting today to leave this as it is, but to revisit if the flow of misdirected requests increases. We could explore then the option of adding a toggle to email the administrator rather than the general help desk, or the hiding of the email step by a screen or two as described here.

#5 Updated by Matt Gold over 2 years ago

  • Status changed from New to Rejected

Thanks, Colin. Let's reopen if/when it becomes a more pressing issue.

also, just to note what Scott said n the meeting -- this came up because of a concern about people clicking the help link from subsites trying to reach site admins, and a desire to communicate to them that they were writing to the general CAC address

#6 Updated by Marilyn Weber over 2 years ago

FWIW, I don't object to how things are now.

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