Welcome to the surveilr Help Desk. This repository is dedicated to managing and resolving user issues using GitHub Discussions and GitHub Issues as the backend for tracking and organizing tasks.
NOTE: When asking for assistance please do not include any business-sensitive content such as Personally Identifiable Information (PII) or Protected Health Information (PHI).
- FAQ: Frequently Asked Questions about using the Help Desk Application.
- Report an Issue: Submit a new issue directly via GitHub.
- GitHub Discussions: Join the conversation, ask questions, or suggest features.
- Issue Tracking Guide: Learn how to report, manage, and track issues effectively.
- Support Documentation: Access detailed documentation and resources for troubleshooting and best practices.
- Email: [email protected] - If you need to contact someone personally.
- Phone: (000) 000-0000 - Call to speak with a help desk staff member.
- Navigate to the "Issues" tab in this repository.
- Click on "New Issue" to create a new report.
- Fill in the issue template, which typically includes:
- Title: A brief summary of the problem.
- Description: Detailed information about the issue, including steps to reproduce, expected behavior, and any relevant screenshots or logs.
- Labels: Optionally, users or support agents can add labels like
bug,feature request,question, etc., to categorize the issue.
Support agents are responsible for managing reported issues through the following actions:
- Assigning Labels: Categorize issues with relevant labels to indicate their nature (e.g.,
bug,enhancement,documentation). - Using Milestones: Group related issues under milestones to track progress towards larger goals or version releases.
- Assigning Issues: Allocate issues to specific support agents based on their expertise or workload.
- Commenting: Engage in ongoing communication with end users to gather more information, provide status updates, and clarify any details necessary for resolution.
Once an issue is diagnosed and a solution is implemented:
- The assigned support agent will close the issue by updating its status and adding a resolution comment.
- The resolution comment will typically include a summary of the steps taken to resolve the issue, any relevant documentation, and next steps if applicable.
- If the issue persists, users have the option to reopen the issue for further investigation.
To keep everyone informed:
- End users will receive notifications when their issue is acknowledged, when additional information is required, and when the issue is resolved.
- Support agents will be notified when they are assigned to an issue, when there are updates from the user, and when the issue is closed.