Locations:
- User Support: New Ticket
- User Support: Tickets
Users with the following permissions:
- User Support → Requests → Add Request
- User Support → Requests → View/Manage Requests
Case:
School staff members have different kinds of problems and contact two different support services: GEGI Support and School Support.
Problem:
Users have to use different interfaces to contact different support teams. There is no single place to do this.
Solution:
Added the User Support: New Ticket page with a form to send a request to Freshdesk for different support teams.
Select the required support type in the Support Type field when creating a request. GEGI Support and School Support:
The description and the names of the support types can be changed in the School Support section of School Settings and Developer Settings.
Note: If only one support is active in the School Support Enabled in GEGI settings, the support type selection is disabled and only the current Support Type is shown and the request is sent directly to the corresponding Support.
The tickets created in GEGI using User Support: New Ticket are sent to Freshdesk as new Tickets.
Note: More information can be found in the following article: How to use Freshdesk?
All requests created in GEGI manually before the integration with Freshdesk will be shown in the read-only mode on the User Support: Requests page.
The requests created in GEGI automatically (e.g., Student is not on the Roster, Populate EA/PP, and others) are still available on the User Support: Requests page:
Note: More information about how to contact Support can be found in the following article: How to contact GEGI Support and IT Support for creating a ticket in the right way?
Available since GEGI v4.19.0 (view release notes)