Introduction to the Online Help Desk Unit Liaison Meeting June 19, 2009

Agenda What is the Online Help Desk Impact on your customer support experience A look at the application Resources

A New Support Option ~NEW~ Phone Email Web Interface

What is the Online Help Desk Web interface that allows end users to submit and track issues and questions that need to be addressed by Support Staff ~ Same People. Same Great Service. New form of contact ~

End User Input UL Focus Group was conducted last fall and recommended pilot participants Pilot Group represented all three campuses and provided valuable feedback on: Login screen clarification Restructure Summary Questions Customer service that resulted in “behind the scenes” changes

Advantages Ability to submit a question or issue at your convenience Real time details associated with your issue or question Status Assigned support staff Specific tracking number associated with your issue Closed issues become a future resource

What Does Not Change Commitment to Customer Service Hours of support remain M-F 8am – 5pm Ability to phone or e-mail the Help Desk continues to be available

Getting Started http://www.mais.umich.edu/online_help_desk/ Single launch page that includes support material Ability to create a “shortcut” on your desktop directly to Online Help Desk once you are comfortable using it Available from the “Help” link on the MAIS web site You will need to login even if you have already logged into Wolverine Access Login ID and Password is the same as Wolverine Access http://www.mais.umich.edu/online_help_desk/

The Main Screen Quickly view STATUS Look at ALL or just your OPEN issues Work Info is a place to type in follow-up questions or respond to inquiries from support staff. Use the VIEW button to open the record Sort your records by clicking in the column heading Broadcast offers future enhancement opportunities for us to share critical information

Opening a New Issue Select the Summary that best fits your situation from the drop down menu Add additional details in the Notes field Select a value that represents how quickly you need this resolved If appropriate, select a Date Required Add Attachments of screen shots, reports or other documents that will help facilitate resolving the issue

How is the Issue Worked The issue is “queued” for a support person to respond If needed, your request is routed to appropriate support group for response You are provided resolution information, which may be in the form of: Work Info entry in the record Phone call from support staff E-mail from Customer Support

Need Information About Using The Online Help Desk? The Launch Page Job aids Getting Started Guide Walk through simulations MAIS Help Desk (734-936-7000) can answer questions regarding the use of the Online Help Desk