Support Email Issues – July 2019

Posted by on Jul 2, 2019 in Admin

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Our  Clinic Help Desk tool is powered by a commercial software support system (ZenDesk) that we have repurposed to increase efficiency of tracking patient-office communications by allowing “tickets” or “threads” for each single enquiry or support conversation. This was always  intended to ensure that  each specific topic or question is pursued until its “ticket” is closed.

Current patients can reach the Help Desk 24/7 in three ways

  • Log In with a browser at the Help Desk Page itself with your user name and pass word. That address (which you could bookmark) is as follows https://jonathantreasure.zendesk.com/hc/en-us   (recommended)
  • Email to support@jonathantreasure.com  This email enters the system directly and is treated as a new “ticket” or support request.
  • Leave a telephone voicemail at the automated transcription channel of the Help Desk by calling (541) 862 5202. The voice mail is transcribed as text and becomes a new support ticket or request.

I always recommend using the browser login using your own “credentials” because  regular email is less secure as it passes through the internet.

Currently Zendesk has been updating the way that the Clinic Help Desk email channel operates and this is requring “under the hood” modifications to our server installation which unfortunately has been causing some intermittent problems with email, especially outgoing attachments. As a result I am sending all important outgoing emails with protocols and attachements by DUAL emails , one from the Help Desk and the second from “office@jonathantreasure.com) ie the regular email channel.

If you wish to use initiate a support request by EMAIL, please send the initial email to BOTH  support@jonathantreasure.com  AND office@jonathantreasure.com. Once the support “ticket” has been acknowledged and is in progress,  then the “office” address does not need to be used.

This is also explained in the Help Desk  Public area under “system status” at  the following link

https://jonathantreasure.zendesk.com/hc/en-us/sections/206197507-SYSTEM-STATUS

AS soon as we are convinced that our email system is 100% bug free we will advise on this blog, and under the above system status link.