Notes from Help Desk Seminar/Workshop 12th June 2020

CUSTOMER SUPPORT ENHANCEMENTS

Index 

1. User Access to: help.ieg4.com / Zendesk
2.  Submitting a Request
3. View Request Activities
4. The Zendesk Knowledge Base
5. Enhancement Requests

1. User Access to Zendesk (https://help.ieg4.com)

 When access the support website,  the page displays: the link to Submit a Request,  a series of tiles organised in Product and Subject areas which give access to information in the Knowledge Base, and other links which give access to Promoted Articles and recent updates.

 All support calls should be raised via our web portal: (https://help.ieg4.com)  this is to ensure issues are reported in a uniformed manner containing relevant information which can be used to help us replicate and quickly resolve the problem.  It also provides a means of keeping track of all issues raised and allows the customer to track and view its current status at any time.

On accessing the web portal, a small number of articles from our ‘Knowledge Base’ have been made available to any user accessing the site.    This is mainly for the benefit of users who are not currently customers of IEG4.    The subject areas available on this basis include the following:

        Coronavirus (Covid-19) Updates

        Technical Area

        Revenues Forms

        General Form Guidance

        Release Notes

When you ‘Sign in’, the full range of sections made available to Customers, can be accessed.   

 Sign in:

By clicking on the ‘Sign in’ link, a popup opens and allows you to take any of the following actions:

 You can enter your ‘Email’ and ‘Password’, then click the ‘Sign in’ button to get full access to Zendesk.

 If you have forgotten your password? – use the ‘Forgot Password’ link - enter your ‘Email’ address and click ‘Submit’.   You’ll be sent an email giving you instructions on how to reset the password.

 If you are new to IEG4 – use the ‘Sign up’ link, enter your ‘Full name’ and ‘Email address’,   tick the box to confirm you are not a robot, then click on ‘Sign up’.    You will be sent a Welcome email to verify your email address and log you in –  follow the instructions in the email to set up your password.  

 If you have emailed us previously – you will automatically have been registered, but no password would have been created - here you need to use the ‘Get a Password’ link - enter your email address and click Submit.  You’ll be sent an email which gives instructions on how to set one up.

 Please note:  In each of these cases where an email is triggered, if you cannot find the email in your In-Box, then you should also check your Junk or Spam folder. 

 Can I also point out:  that links to articles, which we may include in the support call, can only be accessed when you’ve signed-in.

 When ‘Sign-in’ – note - further tiles have become available…. 

 2. Submit a Request:

Click on ‘Submit a request’  - the following page is displayed.  Enterr details in the fields as follows:  

• As you start to type the Subject of the Request, the system will display a list articles which are suggested to you, as potentially containing relevant information.

 Hopefully, one of the suggested articles will be of interest and may address the subject of the call, and potentially prevent the call from being logged.    Click on the article to display the information.

 If none of the suggested articles resolves your issue, continue with the Request…..

 - Select the ‘Product Name’ from the drop-down (eg select eDesigner from the list)

 - It is important to include an example form reference when logging a form based issue, as this would likely demonstrate what the issue is and help us to resolve the problem quicker.

 - Enter a full Description of the issue.

 - Complete the remaining fields, then click ‘Submit’.

Your request will now have been sent to the Support Desk and you will receive  acknowledgement which will include a Support call ID number eg:

 3.   View Request Activities

To View your Request Activities …    click the dropdown against your username and select ‘My activities’:

- This will display a list of all Support Requests you have raised. Click the Subject link to show full details of the Request:

- It is possible to filter the requests displayed by Status – to do this - use the ‘Status’ drop-down to retrieve required records.  You can also filter Requests by ‘Request ID’ (eg 15346) or ‘keywords’ (eg eDesigner ) in the ‘Search requests’ field.

 - To add further information or an attachment to a Request, use the ‘Add to conversation’ button. Enter the details or attachment then, click  ‘Submit’.   You will receive email acknowledgment of the update.

 - In ‘My Activities’ you can set the Request status to ‘Solved’.   The button to do this (‘Mark as solved’) is only visible for use, after the Request has been received by  the Help Desk and assigned to an Agent.   Click on ‘Mark as solved’ to set the status to Solved.

 The Cache: When retesting a form where we’ve made changes to it – it’s important to either Clear Cache or use a New Incognito Window for testing.

 The reason for Clearing Cache is because when you use a browse like Chrome, it saves some information from websites in its cache and cookies.   Clearing them fixes certain problems, like loading or formatting issues on sites.

 To Clear Cache in Chrome -

1. at the top right, click the 3 dots .
2. Click ‘More tools’, then ‘Clear browsing data’.
3. Choose a ‘Time range’ –  select ‘All Time’ to delete everything from cache.
4. Make sure the last 2 options - "Cookies and other site data" and "Cached images and files," are ticked.
5. Then click ‘Clear data’.

Or you can …

Use an Incognito Window in Chrome - 

1. by - opening a new tab, and click the 3 dots  
2. Select ‘New Incognito window’
3. Then enter your url and test the form as usual.

 Other reasons for doing this are:

 Browsers use Cached data, to speed up loading the form into the browser.

 When a new form version is released it will need to load the whole form, including any data normally held in cache, so the first load will take longer.

 When using an incognito browser, it doesn’t use cache so will always take longer.

 The first load of a form in a day will probably also not use any cached data so may also take longer.

 The importance of this information is that, when reporting any performance issues: it should not be the first run of a new form,  or the first run of the day,  its best to do several runs of a form and make a note of the time it takes to open, to load data, to move page and/or get details (such as address) - we can then use this to identify the problem.

4. The Zendesk Knowledge Base:

This is the Zendesk Knowledge Base to which IEG4 has added around 260 articles in the last 3 months.  It  provides links to  relevant up-to-date Articles which contain: information, diagrams, release notes, step by step instructions, or videos to help customers find solutions to their own problems, which can be quicker than logging a call, and waiting for us to get back with the answer.

 The Knowledge Base provides links to:

- Product and Subject information – click the required tile to see the articles available.

 - The Promoted articles – give details on important topics such as: COVID19, and   legislative changes.   Click the required link to see the information.

 - The Release Notes tile – is where you will find Release notes providing details of our product version releases.  

 Release Notes are available from 2 separate locations in the Knowledge Base.  You can get to them in the specific product area, so if you select the ‘eDesigner tile’ one of the sections will be ‘Releases’, and will include relevant documents.

 The same release notes are also available in the ‘Release Notes tile’ which includes individual sections for all our products.

 - Release Notifications – are triggered by using the ‘Follow’ functionality - for example select the ‘eDesigner tile’ then ‘Releases’ – and click the ‘Follow’ button. This means you will receive notification when a new release has been added to eDesigner. 

 The ‘Follow’ functionality can be used to receive notification where new information is added to ANY of the Product or Subject areas in the Knowledge Base.     For example -  if you are a User of our Benefit Forms,  access the ‘Benefit Forms tile’,  select the ‘eClaim section’, then click the ‘Follow’ button.   You will receive an email whenever we add a new article to this area.     Also, each time you ‘Follow’ a Product or Subject it will appear in My Activities on the ‘Following’ tab.     A list of all the items you have followed will display.  From here you can also select to ‘Unfollow’ the item.

  - For all our Standard Reports – documentation is included in the relevant product area -  for example,  if you access the ‘Benefit Forms tile’ and click on  ‘eChanges Reporting’ this will give an overview of what the report does and an example of  how the graphs will look.

5. Enhancement Requests:

Enhancements can be viewed and requested within the customer support portal: https://help.ieg4.com

Simply click on the product you're interested in and  within there you'll find an Enhancement Request area. 

For example:

•  Create your own enhancement requests (enter the details, then click ‘Create Post’)

•  Vote on existing requests, and
•  To see which requests are: ‘Under Review’, Planned, In-Progress, or Complete.