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Tuesday, April 24, 2012

New Tech Help Request System



The BB&N tech department is pleased to unveil our new help request system this week. It is a system which puts each tech request into a database that allows us to have better accountability, communication, and history of all the requests that we handle. The beauty of it from the customer's point of view [this means you] is that all you need to do is send us an email at "tech help" or help@bbns.org and it will flow right into the system and create a new "ticket" for us to address. Any email responses to a particular ticket will get added to its history in the database. When we add a note to a ticket, you will get an automatic email with the info. On the back-end of the database we triage the requests, set priority levels, and get reminded if a ticket lingers too long without action. You can see the history and status of all your tickets by logging into the system at https://helpdesk.bbns.org when you are at school. This is the new system that is replacing the FirstClass technology conferences.

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