ESupport
From SEDSWiki
SEDS is running a support desk software system by Kayako that was donated by Chris Lewicki. The license was purchased as an unlimited, unexpiring license. The main purpose of this system is to help manage, track and resolve the main emails and other requests that come to SEDS.
Contents |
Overview
The URL for the system is http://support.seds.org/. Tickets can be created here directly, but primarily they come to the various email aliases @seds.org. Its primarily used to centrally trap and archive emails to Webmaster, chair, and the other SEDS administrative addresses. In order to manage tickets, you need to have an account. Contact webmaster@seds.org to request an account.
In eSupport, the various @seds.org email addresses are divided into departments (see below for list of departments). Each email that is received or created by these addresses is called a ticket. All responses will carry your name, but the reply address will be that of the department address, e.g., seds@seds.org or publications@seds.org.
Once you have an account, you access the ticket system directly at http://support.seds.org/staff/
Using eSupport
A detailed guide to using the eSupport system can be found here: How to Use eSupport.
Closing Tickets
It is important that all emails to @seds.org email addresses are read and responded to. By default, a staff response to a ticket will close that ticket. If the "customer" replies to the email again, the ticket will be re-opened. Any tickets still open after 30 days of inactivity will automatically be closed by the system. First, an email will be sent out to staff in that department as well as the original emailer, and if there is no response in 3 days to that email, then the ticket is closed. This will make sure that all inquiries to SEDS are address in a timely manner.
Addresses handled by eSupport
| Purpose | Address | eSupport Department | Staff Allocation Updated: Kirk 22:20, 9 February 2007 (MST) |
| SEDS Webmaster | webmaster@seds.org | seds.org | Ben Brockert, Chris Lewicki, Kirk Kittell, Josh Nelson, Liz Bozek, Megha Sharma, Ryan McLinko |
| General SEDS | seds@seds.org info@seds.org | General | Ben Brockert, Chris Lewicki, Josh Nelson, Kirk Kittell, Liz Bozek, Megha Sharma, Ryan McLinko |
| SEDS-USA Chair | chair@seds.org | Chair | Ben Brockert, Chris Lewicki, Josh Neubert, Josh Nelson, Kirk Kittell, Liz Bozek, Megha Sharma, Ryan McLinko |
| SEDS-USA Vice Chair | vice-chair@seds.org | Vice-Chair | Ben Brockert, Chris Lewicki, Josh Nelson, Kirk Kittell, Liz Bozek, Megha Sharma, Todd Romberger, Ryan McLinko |
| SEDS-USA Director of Finance | finance@seds.org | Finance | Ben Brockert, Chris Lewicki, John Evans, Josh Nelson, Kirk Kittell, Liz Bozek, Megha Sharma, Ryan McLinko |
| SEDS-USA Director of Chapter Affairs | chapter-affairs@seds.org | Chapter Affairs | Ben Brockert, Chris Lewicki, Damion Lucas, Josh Nelson, Kirk Kittell, Liz Bozek, Megha Sharma, Todd Romberger |
| SEDS-USA Director of Chapter Expansion | expansion@seds.org | Chapter Expansion | Ben Brockert, Chris Lewicki, Jake Welch, Josh Nelson, Kirk Kittell, Liz Bozek, Matt Cruce, Megha Sharma, Todd Romberger, Ryan McLinko |
| SEDS-USA Director of External Affairs | external@seds.org | External Affairs | Ben Brockert, Chris Lewicki, Daniel Anderson, Jennifer Kissinger, Kirk Kittell, Liz Bozek, Ryan McLinko |
| SEDS-USA Director of Publications | publications@seds.org | Publications | Arka Dhar, Ben Brockert, Brian Zollman, Chris Lewicki, Emily Hardgree-Ullman, Josh Nelson, Kirk Kittell, Liz Bozek, Megha Sharma, Ryan McLinko |
| SEDS-USA Director of Educational Outreach | outreach@seds.org | Educational Outreach | Ben Brockert, Brian Young, Chris Lewicki, Kirk Kittell, Lindsay Newton, Liz Bozek, Ryan McLinko |
| SEDS-USA Director of Special Projects | projects@seds.org | Special Projects | Ben Brockert, Chris Lewicki, Josh Nelson, Kirk Kittell, Liz Bozek, Ryan McLinko |
| SEDS-USA Director of High School Affairs | high-school@seds.org | High School Affairs | Ben Brockert, Chris Lewicki, Kirk Kittell, Liz Bozek, Megha Sharma, Rohan Ramadas, Ryan McLinko |
| SEDS-USA Secretary | secretary@seds.org | Secretary | Ben Brockert, Carissa Walker, Chris Lewicki, Kirk Kittell, Liz Bozek, Stephanie Jones, Ryan McLinko |
| International SEDS | international@seds.org | International | Adolfo Vazquez, Ben Brockert, Chris Lewicki, Daniel Anderson, Jake Welch, Kirk Kittell, Liz Bozek, Megha Sharma, Pradeep Mohandas, Ryan McLinko |
| SEDS Conference Address | conference@seds.org | National Conference | Ben Brockert, Chris Lewicki, Kirk Kittell, Liz Bozek, Megha Sharma, Todd Romberger, Ryan McLinko |
| SEDS-Canada | canada@seds.org | SEDS-Canada | Ben Brockert, Chris Lewicki, John Thaler, Justin Trottier, Kirk Kittell, Melissa Battler, Michael Jensen |
| SEDS-India | india@seds.org | SEDS-India | Kirk Kittell, Pradeep Mohandas |
| National Action Network | action@seds.org | National Action Network | Ben Brockert, Chris Lewicki |
| UIUC SEDS | illinois@seds.org | Illinois | Ben Brockert, Chris Lewicki, Derek Meyer, Kirk Kittell, Liz Bozek |
| University of Arizona SEDS | (none defined) | UA SEDS | Ben Brockert, Chris Lewicki, Josh Nelson |
| Messier Pages (http://seds.org/messier) | (Matches search on "messier") | Messier | Ben Brockert, Chris Lewicki, Hartmut Frommert |
| Nine Planets (http://nineplanets.org/) | (Matches search on "nine planets") | Nine Planets | Ben Brockert, Bill Arnett, Chris Lewicki |
| Default address | support@seds.org | (General) |
Note that all of the above need to be configured in two places: In the eSupport "Email Queue List", as well as in the system (UNIX) mail aliases, /etc/mail/aliases-seds.
There are several other aliases that resolve into the above addresses. They still work, mostly for legacy reasons.
# Alternate Names vchair: vice-chair vice: vice-chair vice.chair: vice-chair vicechair: vice-chair dof: finance dofin: finance doca: chapter-affairs doex: expansion doexp: expansion dopub: publications pubs: publications doed: outreach dosp: projects dohsa: high-school # Other SEDS-USA aliases howto: chair info: chair,expansion seds-confsite: chair,vice.chair seds-ed: chair,doed seds-nova: dopub,chair nova: seds-nova seds-scholarship: chair,doed seds-schol: seds-scholarship seds-sk: chair,doex,dopub,doca elections: chair,chapter-affairs membership: doca,doex
Documentation
More documentation is available at the Kayako site.
Additional Questions
If you have any questions, please go to the discussion page.
