NPR Digital Services is excited to announce that on Friday, December 18th, we upgraded our help center and ticket submission form to Salesforce’s Desk.com.
We believe the changes we are making will increase the efficiency of our support teams, and provide stations transparency into help tickets, or as they call them in Desk.com ‘cases’. This new service also provides a platform to improve self-service help articles for frequently asked questions and how-tos for using our products. You will see the addition of updated help content over the next few months as we add more into the help center.
Anyone who wants to submit a ticket or case to our Digital Services’ Support Team will need to set up an account with the new help center. The account allows each station staff member submitting cases to see the status of their cases in a new dashboard.
NOTE: Each station staff person needs to create their own account, please do not use a single shared email for all station staff. This will create problems for our team to contact and communicate with individuals.
The tickets or cases that you previously created in our old support form are still active and are being worked on. We will continue to support those issues using the old tool, while all new submissions will be through the new form. Thank you for your patience during this transition.
The new DS Help Center is located here: https://nprsupport.desk.com.