Dear Web Publishers,
We are pleased to officially announce the introduction of a new support service for the University’s Web Publishers, designed to improve the experience of publishers, approvers and our support staff. This service is available for ALL web support requests – CMS2 and Squiz Matrix.
The new system (powered by Zendesk) delivers a number of benefits by combining a self-service kiosk with a traditional ticketing system. Publishers will be able to access useful information from the knowledge base, as well as lodging and reviewing their support requests.
Your first stop in getting assistance is to use the Knowledge Base. The knowledge base is a searchable collection of useful support materials, how-to’s and tutorials (such as the Squiz ‘How to’ Guide).
Over time, common questions and their solutions will be collected and added to the knowledge base so that other publishers can benefit from shared knowledge.
Submit a support request
Requests for assistance can now be submitted directly through the support system’s web site. This allows the Web Team to better track the progress of your request, and escalate where necessary to ensure that you receive the appropriate response and resolution to the issue.
Advanced automation and reporting gives us the ability to respond more effectively to a high volume of support requests, to identify common problems and their solutions faster.
You, as a user of the support service, will be able to review the status and progress of your request via the website, as well as receiving email updates as your request is actioned.
Everyone is able to use this system immediately, accessing the knowledge base via the URL – http://web.newcastle.edu.au. During the roll-out, we are continuing to make improvements, so we encourage you to provide your thoughts and feedback.
We look forward to working with you to build a great web support function with this new system.
Click here to view a brief introduction to the system to get you started…
Please note, as we head toward the next Go Live on 4 December, please log only Phase 3 and 4 issues as high priority, all others should be logged as normal.