Society for General Microbiology (SGM

)

SGM - Process to log issues using Zendesk

22 Feb 2013
Author: Jas Atwal
Version 1.3

Contents
1.

Contents .............................................................................................................................................. 2
Version Control ............................................................................................................................... 4

2.

Contributors .................................................................................................................................... 4

3.

The Society for General Microbiology (SGM) Background ............................................................. 4

4.

Document purpose ......................................................................................................................... 4

5.

Project Background ......................................................................................................................... 4

6.

Issues Process ................................................................................................................................. 6

7.

Methods to raise issues .................................................................................................................. 7

7.1.

Email............................................................................................................................................ 7

7.2.

Website ....................................................................................................................................... 8

7.2.1.

Location of Helpdesk Website ................................................................................................ 8

7.2.2.

Login ........................................................................................................................................ 8

7.2.3.

Home Page .............................................................................................................................. 9

7.2.4.

Creating Issue ........................................................................................................................ 10

7.2.5.

Entering issue details ............................................................................................................ 11

7.2.6.

Saving issue details ............................................................................................................... 12

7.2.7.

Closing Issues ........................................................................................................................ 12

8.

Changing password ....................................................................................................................... 13

8.1.

Select name............................................................................................................................... 13

8.2.

Action ........................................................................................................................................ 14

8.3.

New Password........................................................................................................................... 15

9.

Adding a non SGM email to your main details ............................................................................. 16

9.1.

Select Edit.................................................................................................................................. 16

9.2.

Select identities ......................................................................................................................... 16

9.3.

Select Add ................................................................................................................................. 17

9.4.

Enter Email ................................................................................................................................ 17

9.5.

Verification Email ...................................................................................................................... 18

10.

Check to see if issue already logged – Optional........................................................................ 19

10.1.

View all issues ....................................................................................................................... 19

10.2.

View issues you raised .......................................................................................................... 24

11.

Zendesk Details ......................................................................................................................... 26

11.1.

Normal Method .................................................................................................................... 26

11.2.

Exceptional Circumstances ................................................................................................... 26

1. Version Control
Version
0.1
1.0

Date
04/01/13
19/02/13

By
J.S.Atwal
J.S.Atwal

1.1
1.2

21/02/13
22/02/13

J.S.Atwal
J.S.Atwal

Changes
Initial Version
New email alias for Zendesk. SGM Helpdesk
<support@societyforgeneralmicrobiology.zendesk.com>
Changes made after comments by Matthew
Changes made after comments by Matthew

2. Contributors
Name
J.Atwal

Position
Head of Information Systems & Projects

M.Convery IT & Infrastructure Manager
Document Sign-Off
Name

Position

J.Atwal
M.Convery

Head of Information Systems & Projects
IT & Infrastructure Manager

Approve
(Y/N)

Date
21/02/13

3. The Society for General Microbiology (SGM) Background
The Society for General Microbiology (SGM) is a membership organization for scientists who work in
all areas of microbiology. It is the largest learned microbiological society in Europe with a worldwide
membership based in universities, industry, hospitals, research institutes and schools. The SGM
publishes key academic journals in microbiology and virology, organizes international scientific
conferences and provides an international forum for communication among microbiologists and
supports their professional development. The Society promotes the understanding of microbiology
to a diverse range of stakeholders, including policy-makers, students, teachers, journalists and the
wider public, through a comprehensive framework of communication activities and resources.

4. Document purpose
The purpose of this document is shown below:


Project background
Process to record issues using Zendesk
How to use Zendesk

5. Project Background
The purpose of this project is to launch a process to manage and respond effectively to issues raised
internally, the benefits of this are shown below following:

Better experience for users
Consistent method to raise issues



Management and tracking of issues
Improve the efficiency of resolving issues
Ensure all issues are actively resolved

6. Issues Process
The diagram below, shows the process involved in creating and closing issues

SGM - Process to log issues during testing
Start

This can be done in one of 2 ways when in the office

Email : sgmhelpdesk@sgm.ac.uk

Web address: http://helpdesk.sgm.ac.uk

User creates an
Issue

Confirmation
& issue reference
number created
Log on to helpdesk site
http://helpdesk.sgm.ac.uk
SGM Support to
investigate

Can this be
resolved
internally

Log details with vendor
No

Create a Vendor
case

Yes

No

SGM
Support,updates
Issue and requester
is informed

Vendor
PROCESS

User to test
resolution
and confirm

Can issue be
closed ?

Yes

This can be done in one of 2 ways when in the office

Email : sgmhelpdesk@sgm.ac.uk

Web address: http://helpdesk.sgm.ac.uk

Update Issue to
close it

End

Legend
Boxes in bold indicate
your involvement

Boxes with this shading,
indicate SGM Support
processing

Boxes with this shading,
indicate work done by
external organisations

7. Methods to raise issues
There are two ways in which you may log an issue, these are shown below:

7.1.

Email

You can submit an issue via an email to us at: SGM Helpdesk as shown below

Please supply the following information
Subject:
Description:

This can be entered in the Subject Line of your email.
Enter the issue in the email

You will then receive an automated email, which will provide you with a reference number
Please note: If you have not already been set-up as a user on the help desk system, you will get an
email asking you to register, this must be performed in order for the issue to be processed

7.2.

Website

7.2.1. Location of Helpdesk Website
Currently we are using a Help desk system called Zendesk, the instructions below explain how to
create/amend an issue that you raised
Go to the website : By Clicking here

7.2.2. Login
Login using your SGM email address and enter your password , then click on the Logon button, see
screen below

Please note the following:
A default password of Sgm123 has been set up for all SGM staff, once in the system please change
this (how to do this is described further in the document)

7.2.3. Home Page
After you have logged in the Zendesk homepage will be displayed, this page contains this guide to
help you further.

7.2.4. Creating Issue
To create a new issue, select SUBMIT A REQUEST, see screen below:

7.2.5. Entering issue details
You will be presented with the screen shown below

The following will help you fill in the form
Please supply the following information
Subject:
Description:
Attach File:

Short summary of issue. :
Description
If you have attachments, use this button for the files (note, files can not be
more than 1mb)

7.2.6. Saving issue details
Once you have entered the details of the issue, select Submit, to save details see screen below

7.2.7. Closing Issues
Once your issue has been resolved, you will need to change the status to resolved and put in a
comment, see screen below:

Please note that you must enter comments

8. Changing password
To change your password, follow the steps shown below

8.1.

Select name

Click on your name (for Jane Westwell , it would be Jane), see screen below

8.2.

Action

On the next screen hoover over actions and then select change password , as shown below:

8.3.

New Password

Enter current password and new password as shown below.
To save changes click on Change Password

9. Adding a non SGM email to your main details
Zendesk has the ability to allow you to send requests either by your SGM email address (this is the
main one) or alternative(s).
Note:
Although you can have a alternative email address to log a call, all correspondences will go to the
main email address,
In order to carry out add secondary email addresses, you need to be logged into Zendesk, and then
follow the instructions shown below:

9.1.

Select Edit

Click on Edit see screen below

9.2.

Select identities

Click on identities see screen below

9.3.

Select Add

Click on Add see screen below

9.4.

Enter Email

Enter your email address and then click on Send me the Verification email, as shown below

9.5.

Verification Email

You now need to go to your email application (e.g yahoo, Hotmail) , open the email sent by and click
on the link, this will verify your account, as shown below:

10.

Check to see if issue already logged – Optional

Before an issue is created, you may check the Web site to ensure that it has not already been
created. , this can be accessed by clicking here
If the issue does exist please do NOT create another one
To view issues you must be logged on to the system see section Login, and then follow the
instructions shown below:

10.1. View all issues
In order to search you must first view all the issues logged, this is done by clicking on
“Society for General Microbiology”, as shown below:

The screen below will then be displayed, listing all open issues

To find a issue, enter the text (eg status) you wish in the areas as shown below to search for and
then click on “Search”

The results will be displayed as shown below:

To view full details select on the issue and the screen below will be displayed

10.2. View issues you raised
Select “Check Your Existing Requests”

This will then show a list of your issues, see below

11.

Zendesk Details

This section provides details when contacting SGM Helpdesk using the Normal Method or
Exceptional Circumstances when there are issues with SGM email or SGM Internet Access

11.1. Normal Method
Email: sgmhelpdesk@sgm.ac.uk .
Web address: http://helpdesk.sgm.ac.uk

11.2. Exceptional Circumstances
In the rare occurrences where either the SGM email or internet access is unavailable, then the
following methods maybe used:
If the SGM email service is not available then please use:
support@thesocietyforgeneralmicrobiology.zendesk.com
If Internet access is not available from within SGM or there is no response when attempting to open
page http://helpdesk.sgm.ac.uk then use: http://thesocietyforgeneralmicrobiology.zendesk.com/