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Best Answer

What happened to Help Desk ticket logging options

lrnlab
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Just tried to log a support ticket and it looks like the entire list of options has changed. I no longer see any options for Course Management issues and when I chose Reports, there are no secondary choices..??

HUH? what happened? Anyone know?

Best answer by lrnlab

posted today:

That helps, thank you.

View original

10 replies

KMallette
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  • KMallette
  • Hero I
  • September 15, 2023

@lrnlab I noticed that Content Management is now “Viasat Discover Content”, which indicates that they’ve hooked into my Change-Docecbo-to-Viasat-Discover” global setting. There are a couple of other settings that show the same ‘hook’.  Not sure how long that’s been there.

I do see the same thing in Reports that you mentioned.

 

KMallette (previously with Surgical Training Institute and Viasat, Inc.)
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    • elliott.v
    • Former Docebian
    • September 15, 2023

    @lrnlab @KMallette Good eye! The area options for ticket logging have been changed. Course management requests can now be sorted under Admin - Core Functionality as seen in the screenshot below. I hope this helps!

     

     

    Elliott V.
      monica.cheek
      Helper I
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      Wow, huge change!!!  It was so much simpler before I saw the change.  Now, I’m trying to figure out where most will go.  Thank you @elliott.vickrey for the screenshot.  Will keep that in mind.  They must have revamped their Support Desk.

      Monica Cheek
        lrnlab
        Hero III
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        • lrnlab
        • Author
        • Hero III
        • September 22, 2023

        thanks @elliott.vickrey do you have a legend so we can understand all then changes you made? Thx

          jlreonal
          Helper III
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          • jlreonal
          • Helper III
          • September 25, 2023

          I just saw it too! We need to get ourselves familiarized with the new categories. I want to know if this was included in one of the product updates.

            Bfarkas
            Hero III
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            • Bfarkas
            • Hero III
            • September 25, 2023

            thanks @elliott.vickrey do you have a legend so we can understand all then changes you made? Thx

            ^Concur, would be super useful. I’d go further though and this should almost be in the monthly release webinar/writeups as a discussion point. I know its not a platform feature technically, but vital for how folks operate and work with Docebo.

              Annarose.Peterson
              Hero II
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              thanks @elliott.vickrey do you have a legend so we can understand all then changes you made? Thx

              Second this option for a legend, I was all confused when I opened my last ticket too!  Was there a notice about this change that went out?  Seems like a big enough change that it should have been announced. 

              Annarose Peterson (She/Her)
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                • elliott.v
                • Former Docebian
                • October 2, 2023

                Hi all! I just wanted to point you towards this Knowledge Base article that was updated on September 15th of this year. It lists the new Areas and Features for Support tickets, which you may find useful!

                I would also like to know--what additional information would you find useful to add to this KB article? (I notice mentions of a legend of sorts.)

                Elliott V.
                  lrnlab
                  Hero III
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                  • lrnlab
                  • Author
                  • Hero III
                  • Answer
                  • October 10, 2023

                  posted today:

                  That helps, thank you.

                    Bfarkas
                    Hero III
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                    • Bfarkas
                    • Hero III
                    • October 11, 2023

                    Agree, useful, can this either be translated onto that support page @elliott.vickrey posted above, or at least referenced? It’s going to get buried as a community post like this, will be another ‘I know its here somewhere’ posts…

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