Zendesk Introduction

Hello - as many of you may have already noticed, we have been using a new HelpDesk ticketing system named “Zendesk”.  This system will allow the IT department to better track all support requests and ideally help improve the service we provide to the company as a whole.

From your perspective, the way it works is very simple yet powerful as well.  There are a few different ways to request service, the simplest being an email to: HelpDesk@thomaspublishing.com.  You can also submit a ticket at our custom Zendesk website: https://helpdesk.thomaspublishing.com

Submitting an email and opening a ticket via the web have the same end results (a ticket is created and the HelpDesk staff addresses the issue), but here are some screen-shots, and process information for when a ticket is submitted via the web:

1. Main page & ticket submission:
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2. Click on ‘Submit A Request’ and it will open to this screen:
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3. All you need to do here is enter your email address, the subject/nature of the request, a description of the problem you are reporting, and optionally attach any files relevant to the request (screen captures, PDFs, etc.).  
4. When you have finished, click “Submit” and your ticket will be created, and you will receive an email confirming the submission.  This email (and any subsequent emails from the system or support technicians) will include a unique, custom email address to send any additional details or communication to, so that it will be recorded in the ticket.  
5. If you want to check the status of your ticket, you can log in to the system via the “Check Your Existing Requests” link at the top of the page.  When you click there, you will be prompted with the login page:
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6. If you click on the ‘Sign in using [GOOGLE]’ button, you will be taken to the main Login Page for Google, and you will need to sign into your primary TPCo Google Account.  Using this method will not send Zendesk your Google password, it will just grant you access to Zendesk without having yet another password to remember.
7. If you want to generate & keep a separate password for this system, click the “Get a password” link at the bottom of the page, underneath the “No Password?” section, and follow the instructions.
8. Whichever method you choose, and you are logged in, you will see a list of any open tickets you may have:
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9. Between 24-48 hours after the technician has completed working on your ticket, and marked it’s status as “Solved”, you should receive a service request rating.  This request is extremely simple, and simply asks you two questions; if you are satisfied or not satisfied.  It will also ask you for any optional notes you may have about the ticket.  We would greatly appreciate it if you could let us know how we’re doing by this simple form!  Here is an example of what the request will look like:
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10. If the ticket was solved previously, but the issue happens again, or for you do not feel it was resolved to your satisfaction (after the survey was sent) you can still reply to the original notification email with any additional information that is relevant at that time, and the ticket with either automatically re-open, or generate a new ticket (the system will know that the “new” request is related to the original one, and will link the information in the ticket itself).  Of course, you could always just outright open a new ticket via either submission method listed above!

If you have any questions or concerns, please feel free to contact the HelpDesk at 212-629-2189 or HelpDesk@ThomasPublishing.com.

Thank you for your time!