EWG Help Desk Is Easier To Use & More Functional

EWG IT rolled out a new help desk and trouble ticket system this year called
Zendesk. Zendesk is a big improvement over what had been in place during the previous few years. The fact that it uses your school email credentials makes it easier to login to Zendesk; no additional username and password to remember! Its reporting features and cleaner, leaner interface make for a better overall experience.

As awesome as Zendesk's interface and feature set is, users still like to send trouble tickets by email directly to one of the IT people. There are many reasons for sending help requests via email, including users' relative comfort with email and email being a one stop location for much of their school based communication. But sending a tech help request via email directly to one of the IT people can circumvent the usefulness of Zendesk and add another step for IT staff.

A few days ago, I stumbled on to a super cool feature of Zendesk that many users are going to like. If you send email directly to help@ewg.k12... (complete address intentionally omitted to thwart spam bots) your email will automatically be added to Zendesk where it will directly enter the service queue. Additionally, if you CC people - perhaps a colleague for whom the tech issue is also relevant - your email will automatically include them in the conversation and forthcoming solution. It's a pretty powerful win that can help all involved parties participate in the loop and stay informed.

Next time you have a tech issue, try it. Send an email to help@ewg.k12....