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 | + | *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 === | ===c) How to get the unique email address for manually entered tickets === |
Revision as of 16:40, 16 August 2012
Contents
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)