Development-X Help Desk System Migration

• The term "Conversations" will be used instead of "Tickets".
• Currently, users of Organisations who have multiple consultants, can view all their organisations conversations. This will no longer be the case. Each individual consultant will only be able to view and access their own conversations.
  • If your organisation requires its consultants to view each others conversations, we suggest that a generic Help Desk user email account be setup and each consultant make use of that same account by setting this up as a Shared Mailbox in your email software. Please email ian@development-x.com if a new generic Help Desk user email account needs to be setup. (This should be done ASAP and adopted in the current system). Please remember that all Help Desk replies will be directed back to the originators email address, therefore all your organisations users will need to be able to receive emails sent back to this shared email address.
  • If a generic Help Desk account is to be used, we would suggest that the Subject line of each new conversation be prefixed with the specific users initials of that organisation to allow all users to easily determine who initiated that conversation.
• All conversations, both past and present will be migrated to the new system with the original Ticket ID, however remember these conversations will only be accessible by the conversation originators user account in the new system.
• Whilst existing user accounts will be retained, their passwords will not be migrated. Therefore before you initially log into the new help desk you will be required to press a link to "Get your password". Further instructions will be provided closer to the time.
• As always, we recommend all users submit "conversations" via the help desk portal, rather than simply emailing it. A number of reasons why you should do this,
  • The Help Centre portal will dynamically search the Knowledge Base articles as you type in the body of the conversation. This means that the knowledge base may well prompt the answer to your question before you submit the conversation.
  • If the conversation is initiated from a specific user email, only that user will be able to see the full conversation through the Help Centre portal.
• When submitting a conversation via the new Help Centre portal, we would ask that you always include the following details in the body of the conversation as there will not be specific fields to enter this information in future. As always, the more background information the better.
  • Ostendo Update and Build Level
  • Operating System
  • Hardware Platform
  • Accounting Link and Script Version
• All Knowledge Base Articles and attachments will be migrated to the new system
• As you can see from the format of this article, we are also now using different software to publish news articles to our Partner Network. 
• Finally, we aim to be migrating the Help Desk System over a weekend, thereby keeping it accessible for as long as possible during normal business hours. We will provide further details of this in the near future.