1 What this is
Members report a problem from inside the club app they're using. Each report becomes a ticket here, with who they are, which app and page they were on, and when — so nobody has to ask "where were you when it happened?"
Members don't log in to Help Desk. They see their own tickets, and can talk to you about them, in the app they raised them from. Only the club's admins log in here.
2 Logging in
There's no password. Only people added as Help Desk users can log in, with their email and a one-time code.
- Enter the email address you were added with, and choose Send login code.
- A 6-digit code is emailed to you — or texted, if you chose Mobile (SMS) and have a mobile on the Users page.
- Enter the code and choose Log in.
Check your spam folder, and check you typed the exact address you were added with. The login page never says whether an email is a user, so a mistyped address looks just the same.
3 The ticket list
Tickets is every app's tickets together, newest first. It opens on New and open — what still needs somebody. The tiles along the top count each status; choose one to see just those.
- App narrows it to one app's tickets.
- Search looks through what the member wrote, their name and email, the page, and ticket numbers (
#12). - Choose any row to open the ticket.
4 A ticket
On the left, what the member wrote and everything said since. On the right:
- Who
- Their name, email, their role in that app and their user id there — whoever was logged in when they raised it.
- Where
- The app and its version, the page they were on (a link straight to it), when, their browser, and anything else the app sent, like the season on screen.
- Their other tickets
- Anything else the same person has raised, from any app.
5 New, Open and Closed
- New
- Nobody has picked it up yet.
- Open
- Somebody is on it.
- Closed
- Done. Reopen puts it back to Open.
Change it with the buttons at the top of the ticket. The member sees the status in their app.
6 The conversation
A ticket is a conversation between the club and the member who raised it. Write in the box under it and choose Add.
- With Send it to … ticked, it's a reply. The member is emailed with a link to their ticket in the app they raised it from, where they can read it and answer.
- Unticked, it's a note for admins only. The member never sees it, and nobody is emailed.
A member's answers show in the conversation with a gold edge, and the list flags the ticket Member replied until somebody answers. If you asked for new-ticket emails, you're emailed their answers too.
Replying or adding a note moves a new ticket to Open. Nothing closes a ticket but you — and if the member writes on a closed ticket, it reopens.
7 Users and emails
People who manage users can add and remove admins on Users. Tick Email them when a new ticket comes in for anyone who should hear straight away; the email links to the ticket.
Activity lists logins, tickets raised, status changes, replies and user changes.