Bug #19376
Updated by Laurie Hurson 7 months ago
Hi All, I wanted to give feedback on the process of submitting a help ticket through the new platform. Previously when you clicked "Help" you got the options to 1.visit the help page or 2.Send us an email. The same happens now, but as a pop up box over the whole page. See screenshot. I think the email address should be listed in this box because of the issue outlined below. The process for option 2 (email) has changed. Previously if option 2 was clicked it produced a pop up form to submit a ticket. Now if clicked, it opens a local email client. Users who don't use email clients will get stuck at this phase of the process and there is no way to copy an paste the email address because it is not listed in the previous screen. A user would need to seek out the email address at the bottom of the help page, copy/paste into their own email and then send. Is there a way we can just direct users to https://cachelpdesk.org/ to submit a ticket. We could Can we change the language around needing needed to register (ex: "for commons teams only") or create a similar user-facing page without the registration information. We can ignore this suggestion for now and see if the help desk tickets continue to roll in at a similar pace but I worry that the new process as it is set up now is a bit confusing.