CUNY Academic Commons

According to W3AG guidelines, the "Send us an email" label is accessible. Using the email address instead of the "Send us an email" label would make things better for those that want to copy the email address. We should tie this in with #19366 because the email address will be more prominent when we make this change and there was some talk about potentially changing the email address in that ticket.

If we do replace the "Send Us an email" label with the email address, we should probably get rid of both buttons in the modal and do something like this instead:

The email address would remain linkable and the "Copy" button would help for those that just want to copy the email address.

About using a form instead of using the email address, using a form would place less emphasis on the email address and could be implemented again. I think Marilyn mentioned that she did not like the Zendesk form when we were still using it because users were more likely to fill in anything in the form, but we can revisit this if others want the form reinstated.

As for:

Is there a way we can just direct users to https://cachelpdesk.org/ to submit a ticket. We could change the language around needing to register (ex: "for commons teams only") or create a similar user-facing page without the registration information.

Everything on cachelpdesk.org can be edited and altered to what we want. We would just need to nail down what we want to display, then we can replace the "Send us an email" label with "Send us your question" and link to the help desk site. This would almost be the same as implementing the form option.

Unsurprisingly, I do indeed like the pop-up better than the form.

Hi Marilyn,

On the call today, you mentioned if it was possible to ban certain users from being able to create tickets. You can do so here: https://cachelpdesk.org/wp-admin/admin.php?page=wsdesk_email . You'll have to add the user's email address you will want to block on that page.

About creating templates, there is some documentation to do that here: https://woo.com/document/wsdesk-helpdesk-customer-support-ticket-system/#section-13 . Scroll down to the "Creating Canned Responses" section to view how to create a template and how to use it.

Thank you, Ray. Sara, I'd love to hear from you about design. Ray, I'd be in favor of using a copy icon instead of the word "copy" -- unless having "copy" spelled out is important for accessibility reasons. Maybe something like this? https://freeicons.io/office-and-folders-icons/copy-icon-37724

Ray, I'd be in favor of using a copy icon instead of the word "copy" -- unless having "copy" spelled out is important for accessibility reasons.

Right now, when you click on the "Copy" button, the text of button changes to "Copied" to let the user know that the email address was copied to the clipboard. If we switched to an icon, would we still show the "Copied" label after clicking on the icon?

But these instructions don't work for me https://woo.com/document/wsdesk-helpdesk-customer-support-ticket-system/#section-13 . Scroll down to the "Creating Canned Responses" section. I attach a video to show you the problem. Thanks!

Looks like the guide is missing one step. In the guide's screenshot, a ticket is checked:

So try clicking on a checkbox in the ticket list, then the envelope icon should be available to click. If that doesn't work, let me know.

I think the copy button is fine. It will make copying the email on mobile easier.

This looks great and is good to go imo

Thanks Sara, the close hover bug should be fixed on cdev now.

Colin, do we want to add the updated help dialog modal for next week's maintenance release or wait for the larger January release to roll out?

I don't see any reason to wait on rolling this out now that it's ready. It's separate from the main release, and it might help people in the meantime if we launch it sooner. Thanks all!