1. F&A ZenDesk Support - Contact Information
Access Form Questions (i.e. help completing a form, required trainings etc.)
Lead Responsible: Mary Marino; team Erika Powell and Denise Mount
Audit Questions (i.e. policies and procedures)
Lead Responsible: Erika Powell & team Mary Marino, Denise Mount
Concur Questions (i.e. adding delegates, funding sources, activating employees/students etc.)
Leads Responsible: Erika Powell & team Mary Marino, Denise Mount
Payroll Questions:
Lead Responsible: Artemis Yates & team Beth Boyer, Denise Mount, Kathy Chan
HelpSpot (i.e. questions that are not specific to the other categories, e.g. AP/CREFS)
Lead Responsible: Beth Boyer team; Victoria McManus, Kathy Chan

2. Where Do My Sent Emails End Up?
Zendesk Snapshot
When an is sent to one of our group addresses it is sent to Zendesk (i.e. a repository for all s for easier tracking)
A ticket is created (i.e. the request is assigned a #). Zendesk tells us how many tickets are open in each group.
The mailboxes are monitored daily. Response time is typically within 48 hours, depending on the request.

3. How Do I Receive Updates On My Tickets?
When we reply to the ticket within the Zendesk system the requestor will receive an in their outlook with our reply.
Solved tickets are re-opened when a reply is sent. If no further action is needed, no need to reply. We are happy to help!