Github Helpdesk Working Document

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.

Take the unique email address assigned to the ticket and reply to the original user submission cc'ing the github unique ID.

example case:

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)