Prepared By: Kaitlyn Jolley, CX Director and Jamila Nwokorie, CX Manager, IN
Welcome to the world of the ECIN Help Desk, a platform designed to empower leaders and mobilize community for the common good. This blog post aims to provide a comprehensive guide to our helpdesk, the "Why" behind it, and how it can be used effectively.
What is the ECIN Help Desk?
ECIN Help Desk, powered by Freshworks, is an easy-to-use omnichannel customer service software for conversational support and ticketing. It aims at servicing any issues you, our Partner Portal users, may have including but not limited to your portal access, adding new users, requests to reassign inquiries or a feature not working properly.
However, it is important to note that the Help Desk will not service product enhancements.
The Mission and Values
The Help Desk is designed to empower leaders by listening to their needs, acting promptly, and continuously innovating for better service delivery. These three values form the core of our operational model. We begin by understanding the need, confirming it, and making a plan of action. Once we resolve the issue or request, we gain feedback on the outcome to learn and innovate.
The Pain Points
Before the implementation of ECIN Help Desk, users faced several challenges such as:
- Difficulty in submitting and finding tickets,
- Delayed communication from all parties involved,
- Undefined timelines for delivery, and
- Tickets falling through the cracks.
With our new Help Desk, we aim to resolve these pain points effectively.
The Ticket Handling Process
The process of submitting a ticket has been simplified to ensure ease of use. If you are facing issues accessing the helpdesk portal for any reason, you can use the email address help@everychildindiana.org for ticket submission.
Once a ticket is submitted, we ensure timely communication with all parties involved. We understand the importance of proactive communication and collaboration on requests due dates. Therefore, we define priorities while considering the urgency of issues over requests.
To prevent tickets from falling through the cracks, we have implemented automation and a knowledge base that helps in effective ticket management.
Rollout Plan
We believe in a smooth transition; hence, our rollout plan is divided into two phases. The soft launch is scheduled for April 11, followed by a practice period now until April 30. During this time, we will hold office hours on April 23, 30 from 11 am to 12 pm Eastern for answering queries and providing assistance.
The official launch of the ECIN Help Desk is on May 1. You can expect the Help Desk to be live and accessible in the ECIN Partner Portal on May 1st for submitting real tickets.
Conclusion
The ECIN Help Desk aims to improve user experience through its proactive, well-defined, and user-friendly ticketing system. We believe in prioritizing the users' needs and continuously improving through feedback. We look forward to your active participation and feedback during and after the rollout process.
Appendix A: Ticket Process Overview
Ticket processing includes submitting the ticket through help desk or via email, automated routing or triage team depending on unique ticket types, and final pending approval sent to the requester. All ticket details are logged in CRM. Prioritization is based on user’s submitted need, priority, urgency, and team capacity. Updates are provided to the requester via ticket link, in email, or in portal. We also gather user feedback for continuous improvement.
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