2017 April
Owned by Jeff Neiman
2017-04-27 Helpdesk Manager Meeting
Attendees
Jeff
Larry
Hilary
Agenda
- Catch up from last month
- Follow-up on last meeting's to-dos
- To Do:
- Develop message for 1yr tickets and send to close out - Ivange/Hillary
- Short message apologizing and asking to see if they are still experiencing that issue and offer to help if they are still having the issue.
- Develop recruitment message to post on Talk - Ivange/Hillary
- Use this content to post on 'Get Involved' sections - complete
- Improve documentation for replying to cases to improve training of new volunteers - Jeff
- Improve communication channels between helpdesk and Infrastructure team - Jeff - completed
- Develop a badge for Talk - Larry
- There is an existing document defining badge levels
- Develop criteria for badge levels - Larry/Hillary
- Requested a feedback form for improvements - Jeff
- Create wiki space for helpdesk mgr - Jeff - completed
- Import 'getting started' sections from the wiki to Helpdesk - Hillary - completed
- Moving forward
- Prioritize recruitment message to get more volunteers inolved
- Publish next Thursday