New Help Desk

New Help Desk

Welcome

IT and eLearning Support have a new help desk system, this is called Zoho Desk.

If you have any queries open on the old system, in the interim, we will still have access to that system and will continue to correspond with you on it, with the issue you are having. Any new queries will be logged in Zoho Desk. 

Email Notifications

The new help desk system will send you email notifications for various actions, i.e. creating a new query, when a query is updated, the query is closed, etc... These notifications will include a button  so you can view the query in the new Help Centre, where you can see all of your queries and all of the updates within the query, all in one place.

As these notifications are coming from an external system, whichever way you are accessing email, it may not show any images in the email itself. As these are from a trusted sender; it.helpdesk@macintyre.zohodesk.eu; it is OK to click the banner at the top of the email and download the images.

Help Centre

This new Help Centre replaces the previous IT Support Portal, which is now unavailable. You can use the Help Centre to manage your IT and eLearning queries, look through the FAQs to see if you can resolve the issue quickly yourself and check out IT and eLearning Notices. You can also use it to chat to IT or eLearning Support.

Searching

The Help Centre has unified search built in. This means that when you've logged into the Help Centre, using the search field at the top of the page, you search for anything across the system, Queries, FAQs and Notices.

Search is able to determine which section of the Help Centre you're in and will initially search within that section. For example if you're looking through FAQs, then the search results will only be FAQs.


However, if you click the menu in the search field and change it to 'All', you can search across all of the Help Centre, so it will expand the search to Queries and Notices too.
   

Chat

As well as being able to contact IT or eLearning Support by email or phone, you can also chat here in the Help Centre. To start a Chat, click the purple widget in the lower right hand corner of this page; if no one in IT or eLearning are available to take your chat, the widget will let you know; then click 'Chat now'
  

Try to be as descriptive as you can in your opening comment, it could speed up the support process as IT or eLearning will better understand what problem you're having. Try not to just put "I have a problem".
Once you've typed what you want, click 'Start Chat'. If you have already signed into the Help Centre, the conversation knows you have done so and IT or eLearning will see it's you when the conversation comes through to them. You will be prompted to choose the relevant department the issue or question is for. If there is someone available to answer your chat in the relevant department, the department will be in green, if not then it will be grey. If they're not available, you can still choose the department and a new query will be automatically logged for you instead.
  

You don't have to sign into the Help Centre to start a conversation using the Chat widget, but it is easier if you do. Instead, after you have typed your opening comment and clicked 'Start Chat', you will be prompted for your full name, MacIntyre email address and department you want to chat with. This stage of the chat is automated, you're not chatting with a person until you have chosen the relevant department.
Please use your MacIntyre email address and not a personal address.


Once the conversation is over and you're ready to leave, just click the power button; alternatively IT or eLearning can end the chat. The conversation will automatically log a new query for you; of which you will get an email notification; so you have a record of it. If the issue isn't resolved at the time of the conversation, it will be continued via the new query.

Queries

You can use the Help Centre to manage your queries; or queries you're CC'd on. By accessing your queries in the Help Centre, you can see all of them in one place, instead of having to search through your emails. To access Queries, just click on Queries at the top right hand side of this page.

New Queries

To open a new query, simply click the 'Add Query' button. You then need to choose which department the issue is for.
  

Fill in the form as best you can. Any fields with a * are mandatory and must be completed.

If the form has a menu called 'Template', then try and use one of these if you can. They will automatically fill in some of the query fields and may ask you a few questions in the Description field, to help the department get required information for that type of issue. If there isn't a relevant template, then fill out the other fields as appropriate.

Where a field is a drop down menu , to save you scrolling through the list, just start typing to search, i.e. when selecting the Location, typing office will only then show locations with office in the name, for example Ampthill Office, Leicester Office, etc... 

The Subject field is were you type a brief title of your issue, i.e. "I can't login to eLearning", then use the Description field to put more detail about the issue, i.e. "When I try to login to eLearning using the username firstname.surname@macintyrecharity.org, it says my username is invalid." Try to put as much information in the description field that you can, it could speed up the issue being resolved, as the relevant department will have more of an idea of the issue you're having, or the question you're asking.

If you're not sure what to put in a field, some of them have an 'i' next to them. Hover the mouse of it and it will help you. Also, there are fields that will appear once you've chosen another, for example, when you select from the 'Category' menu for the type of issue; i.e. Support, Phone, etc..., a new field will appear called 'Sub Category', to further define the type of support you need.

If an issue is related to a file problem, or you have a screen shot of the symptoms, you can attach the file to the new query too.

Once all the fields are complete, click 'Submit'. You will get an email confirmation of the new query with a query number.

Open Queries

As well as creating new queries, you can use the Help Centre to manage open and on hold ones too.


Once you've clicked on the query you want to review, you will be able to see what the 'Properties' and 'Query Details' are, i.e. location, category, etc... If any of these are wrong, click  and you can change them.

If you want to reply to the query, whether it's adding more information about the issue, replying to IT or eLearning's question(s), or simply asking for an update to the query, click , compose your reply; using text formatting if it helps; then click 'Send'. The query will be updated, you will get an email confirmation and the relevant department will be a notified.


If an update in the query appears to have been cut short, it's just been collapsed so the query updates don't look too cluttered. Simply click on the text and it will expand and reveal the entire update.

   

If you want to chat to one of the relevant department about the issue; as opposed to sending an email reply, if you clickat the top of the query updates then click 'Chat about this Query', it will open the chat window on the page, so you can chat live to one of the department.


If the query is no longer needed, you can close the query yourself. Just click 'Close query' at the bottom of 'Query Details', then click 'Yes'

Closed Queries

As well as open and on hold queries, you can also review closed queries too.
This can be handy if you need to get information from a closed query, which can be quicker than searching through your emails. It's also handy if you're having the same issue or question as a previous query, so you can find out what to do again, or what information was given before.
For example, you can't login to Yammer again, and you've asked IT about it before. By looking through the closed queries you can find out what the previous resolution was and try that again. If that doesn't help, click the 'Add Query' button to log a new query.
When a query has been resolved, the resolution will be pinned to the top of query updates.

FAQs

We have a number of FAQs on the Help Centre, however these aren't exhaustive. They cover a number of categories including email; using Outlook and Webmail; processes, password reset, MaaS360 for MacIntyre smart phones and more. We are always adding new FAQs, so take a look through them, as it might solve your issue without the need to log a query.

You can browse the FAQs either by clicking FAQs in the top right hand corner of this page, then click through the relevant categories and sub-categories.
   

Alternatively, you can use the search facility at the top of this page. Search by using a keyword for what you want to know about, i.e. typing email will find all FAQs related to email; signature, how to access a shared email account, etc...


Whilst most of the FAQs are accessible without having to sign in to the Help Centre, to access all FAQs, you will need to sign in. This is because information in some FAQs is confidential and we don't want to share it with any non-MacIntyre internet user.

Notices

The Notices section of the Help Centre is where we will publish announcements relating to IT and eLearning Support. As these announcements are generally for internal use only, you will need to sign in to the Help Centre to see them.
Announcements will be things like:
  1. System Status Includes a link to check the online status of MacIntyre's main systems.
  2. System outages
  3. Planned maintenance to a system IT or eLearning supports
The Notices section is also where you'll find more general information we want to share with you:
  1. 'Contact us...' How to contact IT and eLearning Support if you want to speak to one of the departments.
  2. 'Other contacts' Who to contact for systems that IT and eLearning Support do not administer or maintain.
  3. 'Meet the Team' Details who are in the teams, so you can put a face to the voice.
  4. 'IT Calendar' You can see if IT Support are available on a given day. The calendar is usually kept up to date 1 month in advance.