ECA Gets a New Help Desk!

Modified on Wed, Apr 17 at 2:09 PM

Introduction

The ECA Help Desk, powered by Freshworks, is an easy-to-use omnichannel customer service software for conversational support and ticketing designed to support you, our Partner Portal users. The mission of The Contingent is to empower leaders and mobilize the community for the common good. We do this by listening, acting, and innovating.

Pain Points

We understand that our users have been experiencing pain points with the current system. These include trouble submitting and finding tickets, timely communication from all parties involved, timelines for delivery, and tickets falling through the cracks. Our new Help Desk aims to address these issues.

How the Help Desk Works

The Help Desk process is simple:

Listen: We first understand what the need is.
Act: We confirm the need, make a plan of action and ACT!
Learn (Innovate): We resolve the issue or request and gain feedback on the outcome.

The Help Desk will service any issues you may have including but not limited to your portal access, adding new users, requests to reassign inquiries or a feature not working properly. The Help Desk will NOT service product enhancements.

Submitting Tickets

We've made the process of submitting tickets simple. If you're experiencing trouble submitting tickets and finding tickets, simply email us at help@everychildarkansas.org if you cannot access the ECA Help Desk portal.

Ticket Updates

We understand the importance of timely communication from all parties involved. This is why we've made it easy for you to get ticket details and updates.

Ticket Timelines

We've also addressed the issue of timelines for delivery by considering the urgency of issues over requests, proactive communication, collaboration on requests due dates, and clearly defined priorities with examples.

Automation

To prevent tickets from falling through the cracks, we've automated the ticketing process and created a knowledge base for your convenience.

Rollout Plan

We will have a soft launch on April 18, followed by a practice period from April 18 to 30. We will also have office hours on April 23 and 30 from 11 am to 12 pm Central. The official launch of the Help Desk will be on May 1.

Ticket Process Overview

Tickets can be submitted through the help desk or via email. They will be automatically routed or sent to the triage team, depending on unique ticket types. Prioritization will be based on the user’s submitted need, priority, urgency, and team capacity. Ticket details will be logged in CRM, and updates will be sent to the requester via the ticket link, in email, or in the portal. The final pending approval will be sent to the requester. We will gather performance against metrics for continuous improvement and user feedback.

We are excited about the launch of the ECA Help Desk and look forward to addressing your needs more effectively. Please feel free to raise any questions or concerns you may have during the Q&A session.