When things go wrong the Digital Learning Support team understand how important it is to help resolve issues as quickly as possible so that students and staff can carry on with as little impact and disruption as possible.
Our mailbox, email@example.com is our primary channel for you to raise a request for help, or alert us to any issues or problems you are experiencing with our digital platforms. Every email coming into dlsupport is then taken into our ticketing system to generate the receipt and to record and track the issue.
When a number of colleagues are copied into an email that contains firstname.lastname@example.org, every time one of those colleagues forwards the original email to someone else, or replies, it means that a new support ticket is generated every single time. At peak periods, the support mail box can quickly become ‘cluttered’ with duplicated emails from numerous responses and replies to group emails where dlsupport have been copied in. Multiple emails generates multiple tickets for multiple people about the same issue. This slows down the team’s ability to locate the key information needed, track issues and respond in a timely manner.
Ideally, the service should provide:
- one email generating
- one ticket for
- any one particular problem with
- one person as the main point of contact
There are a number of things we’d like to ask you to consider when contacting dlsupport that will help improve this service:
- Only use email@example.com to raise a request for support – if you need help with one of the DL platforms, or if something is working as it should. If you don’t need to raise a support ticket, but want to speak to a member of the support team you can contact us directly -our contact details are at the bottom of this post.
- Try not to include any other colleagues in the email to firstname.lastname@example.org. Try to use the support email as a way to raise a ticket, rather than to communicate with colleagues.
- If you need to consult with other colleagues, inform them that you have contacted dlsupport, or want their input please consider removing email@example.com from the distribution list.
- Once we have received your email, we will generate a support ticket that has a reference number. This will be sent to you by email. These emails are easily identifiable, being bright pink and have a ticket reference number in the subject line.
- You may circulate this support ticket reference email to other colleagues, who may reply to it and contribute further information as needed. Any replies to the ticket reference email come directly into our ticketing software and not to firstname.lastname@example.org. It keeps all the information about that ticket together in one place prevents multiple tickets being generated about the same issue.