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usegalaxy-au / elixir-biocommons-colab

Outcomes of in-person BioCommons/Elixir collaboration
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Help Desk discussion and how do we run user-support #19

Closed bgruening closed 1 year ago

bgruening commented 1 year ago

@gallardoalba let me know if you are interested in this discussion.

bgruening commented 1 year ago

Bjoern wants to especially talk about a potential gitlab-based error reporting.

sanjaysrikakulam commented 1 year ago

For incidents and ticketing, I would suggest using a proper ticket system service. For example something like RT. It is free if you would like to host it yourself and one can get community support for issues.

mira-miracoli commented 1 year ago

The advantage of GitLab would be that it already exists in our university

paulzierep commented 1 year ago

I like the idea, would make the discussion for specific tools more seamlessly.

GarethPrice-Aus commented 1 year ago

GA uses Freshdesk. This is commercial and provided to us by one of our funders (ARDC) who pay for the licencing (per person). We have 9 people on our account. This system provides us with a Dashboard related to ticket activity (time to respond, open/closed, etc). We find this useful information for our funders. Each ticket triggers a small user satisfaction survey which is also very useful. The majority of tickets are quota access, tool access and science questions. A smaller percentage is about tools erroring.

hechth commented 1 year ago

I'd also be interested in this, as we are currently setting up a helpdesk internally for our application support with GitLab (non Galaxy related stuff and IT services) - would be nice if something similar could be done for Galaxy.

bgruening commented 1 year ago