Github Helpdesk Working Document

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Revision as of 14:17, 18 March 2013 by Acabunoc (talk | contribs) (fix typo)
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What this document should be used for.

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

Basically we need to get some kind of protocol in place to remove the current confusion ppl have with this system as we have it.

a) If a user emails

The HelpDesk officer should either:

Create a github ticket directly in github


Helpdesk can forge a help request through the website (if you are not logged in you can enter the user's email) so that a github ticket is generated and the user gets an email to track the issue.

This reduces staff to a single point of user help requests and allows users to follow the course of issue resolution (they can see all the comments).

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

b) How to reply to the user and update the github ticket

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


cc: (not necessary if everyone reading help@wormbase subscribes to github)

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

On 12/12/2012 06:02, John Smith wrote:
> blah blah blub
  • Any comment that is not of interest to the user can simply be sent to the github email address (or entered at github web, of course).
  • Anyone who speaks the last words on the issue (such as in the example above) should close the issue (at github web).
  • Helpdesk should make sure all issues are tracked on github (including those immediately resolved so we have the records in github), assign them when possible, merge or close when appropriate.

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

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

(need to check this fact)