Question

What happened to Help Desk ticket logging options

  • 15 September 2023
  • 7 replies
  • 66 views
lrnlab
Rank
Userlevel 7
Badge +7

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?

7 replies

KMallette
Rank
Userlevel 7
Badge +4

@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/Viasat, Inc.
elliott.vickrey
Rank
Userlevel 6
Badge

@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
Rank
Userlevel 2
Badge +1

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.

lrnlab
Rank
Userlevel 7
Badge +7

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

jlreonal
Rank
Userlevel 4
Badge +2

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
Rank
Userlevel 7
Badge +3

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
Rank
Userlevel 7
Badge +5

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)

Reply


Terms & ConditionsCookie settings