Difference between revisions of "Github Helpdesk Working Document"

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===b) How to replying to the user and update the ticket trick ===
 
===b) How to replying to the user and update the ticket trick ===
  
Raymond knows how to do this.
+
Raymond knows how to do this - could you confirm details :)
  
Take the unique email address assigned to the ticket and reply to the original user submission cc'ing the github unique ID.
+
*Take the unique github email address assigned to the ticket
  
example case:
+
reply+i-6153708-819580dd863a615e4f31a972751375cee704ec59-717707@reply.github.com
 +
 
 +
*Reply to the original user submission cc'ing the github unique ID.
 +
 
 +
Example:
 +
 
 +
to: John_the_complainer@gmail.com
 +
cc:  reply+i-6153708-819580dd863a615e4f31a972751375cee704ec59-717707@reply.github.com
 +
 +
Body: Thanks for your email, you can find the data on our ftp site ftp.wormbase.org
 +
 +
On 12/12/2012 06:02, John TheComplainer wrote:
 +
> blah blah blub
  
 
===c) How to get the unique email address for manually entered tickets ===
 
===c) How to get the unique email address for manually entered tickets ===

Revision as of 16:40, 16 August 2012

What this document should be used for.

People should add their experiences and and tricks they learn about how to bring together the help@wormbase.org and WebForm Help submissions so that future helpdeskers can work with the current system in an efficient manner.

a) If a user emails help@wormbase.org

Helpdesk can forge a help request through the website so that a github ticket is generated.....this reduces staff to a single point of user help requests.

  • good for staff in general.
  • Not so good for helpdesk.

b) How to replying to the user and update the ticket trick

Raymond knows how to do this - could you confirm details :)

  • Take the unique github email address assigned to the ticket
reply+i-6153708-819580dd863a615e4f31a972751375cee704ec59-717707@reply.github.com
  • Reply to the original user submission cc'ing the github unique ID.

Example:

to: John_the_complainer@gmail.com
cc:  reply+i-6153708-819580dd863a615e4f31a972751375cee704ec59-717707@reply.github.com

Body: Thanks for your email, you can find the data on our ftp site ftp.wormbase.org

On 12/12/2012 06:02, John TheComplainer wrote:
> blah blah blub

c) How to get the unique email address for manually entered tickets

Staff with high level preferences get notification of all new tickets......so by default they get a unique address for all tickets.

(need to check this fact)