Process for support not confirmed

[Lilith-Palmer]

At present, users can make contact through two links in the footer: Both submit auto-generated email with schoolfinder@cese and schoolfinder@codeforaustralia.

Firstly, is the CfA version up and running?

Secondly, the communications and engagement unit (in the department) will be managing the daily running of the tool, and have created a customized email through zendesk (schoolfinder@detcorpcomms.zendesk.com) - another support account in the mix.

[Lilith-Palmer]

I think it makes better sense to have the zendesk account listed, as c&e can act as triage for requests and feed them to the cese online services team as required.

Does CfA want to remain cc'd in all initial emails? Alternatively, they could also participate in the triage system - if we determine what they are interested to know (eg general feedback).

[techieshark]

I'm really interested in seeing what kind of communication / engagement this thing generates, as well as being able to quickly respond should any kind of technical issue get reported through email (remember, we've removed the github link for now).

I think during the first few weeks of operation (at least until we re-enable the github link), it'd be great to have emails either come to us (CESE & CfA) directly, or at least be CC'd to us; if the C&E unit wants to use zendesk to triage stuff and be in charge of responding first I don't see any issue there.

Specific things we should look for:

• is the user reporting a bug that we can reproduce and fix?
• was the user unable to find what they were looking for (either a school or information about a school)?
• is the tool confusing?

[techieshark]

Oh and yeah, I monitor the CfA email.

[Lilith-Palmer]

Ok, well the online services team will be responding through the zendesk account, so how about we ditch schoolfinder@cese. Link should generate email to schoolfinder@detcorpcomms.zendesk.com with schoolfinder@codeforaustralia cc'd

[Lilith-Palmer]

Also, could be a good spot to include a link to the faqs/help docs

[techieshark]

We have such docs?

[Lilith-Palmer]

Yup

[techieshark]

Can you point me to them?

[techieshark]

Oh also, would it make sense to just have the schoolfinder@cese email forward to schoolfinder@detcorpcomms.zendesk.com? I can make that change if setting up the forward is too hard or doesn't make sense though.

[Lilith-Palmer]

www.schools.nsw.edu.au/gotoschool/nswps-finder/faqs/index.php and www.schools.nsw.edu.au/gotoschool/nswps-finder/how-to-guide/index.php

[Lilith-Palmer]

That address (schoolfinder@cese) was created before we knew we would be using zendesk - it's redundant

[Lilith-Palmer]

Users are currently directed to schools with this: 'For all other inquiries, contact your local school.' We could add 'including enrollment area queries', in case users have missed this when using the tool. Is more helpful, as no-one monitoring the support email/s can help out with that stuff

[techieshark]

That address (schoolfinder@cese) was created before we knew we would be using zendesk - it's redundant

Yeah but an "@cese.nsw.gov.au" email might look more like it's addressed to someone in government that has something to do with schools than an "@detcorpcomms.zendesk.com" email address.

[techieshark]

@Lilith-Palmer how about something like this then?

[Lilith-Palmer]

@techieshark that text looks great

[Lilith-Palmer]

@techieshark link should be the zendesk account and CfA account. There is no reason to double load/use an additional email account.

[Lilith-Palmer]

Also, only one 'L' in aussie 'enrollment' - should be enrolment

[techieshark]

Roger that.