Desk.com

Desk.com, commonly referred to as Desk, is where we handle most of our support interactions. Emails sent by faculty, staff, and students to one of our shared email accounts (listed below) are pulled into Desk and put into one of our groups (also listed below).

Email Address	Assigned Group
[e-mail] (alias of [e-mail])	Blackboard
[e-mail]	Course Capture
[e-mail]	Events (Used for Special Events)
[e-mail]	General (Used by Department Staff)
[e-mail]	Smart Classroom

Working Cases

When you login to Desk (you login will be provided to you by your supervisor on your first day at ITS), you can use either the Classic Agent or the Next Gen Agent (which is nicer, but slightly less reliable than the Classic Agent) to work the cases. An orientation for working cases can be found on the Desk.com Support Website.

Escalating Cases

Sometimes cases require attention of a lead student or a full-time staff member. Rather than assigning the case to a specific user, you can add the red label Escalated to the case, and update the case. Once this is completed, Full Time Blackboard staff and the Lead Student will be notified via Slack and will handle the case from there.

Macros

For frequently asked questions, we have what are called macros, which allow a workflow to be performed on the case, with the click of a button. We have over 60 macros in Desk, that can be easily accessed either via the Apply Macro box at the bottom of the Classic Agent, or by typing ## in the Reply Field, followed by the first letter of the name of the macro you would like to apply. If you find yourself answering the same question repeatedly, let either your supervisor or your lead know and a macro can be created for that particular issue. Most macros will do more than just include a message in the reply field, may will automatically apply labels to the case, but you should check to make sure that the labels accurately describe the case in question, since sometimes cases deal with more than one issue.

Splitting Cases

Occasionally clients will reply to a case with a completely new issue, in instances like this, it is advantageous to create a new case, using the "Create New Case" dropdown option in the Next Gen Agent, or the "New Case" button in the Classic Agent to split the ticket and create a new case from the desired response from the client. This way we can keep track of the number of issues we are receiving and what those issues pertain to. Shorter cases (ones with fewer back and forth) are easier to hand off, since they require less context to understand the issue at hand.

Labeling Cases

We have a few labels that can be assigned to cases. Labels are used both to categorize cases and to automate actions. Labels can also provide other agent a summary of the case, without needing to open the case and read through al of the interactions (messages). Most labels assigned to Blackboard Cases will begin with BB to indicate their association with Faculty Support Cases.

Label	Label Color (if non-default)	Usage
BB - Add/Remove User		Cases asking how to add or remove a user from a Blackboard Courses.
BB - Assignments not Turnitin
BB - Blocked User
BB - Blogs/Discussion Boards/Journals/Wikis
BB - Browser/View Issues
BB - Build Content
BB - Captivate Issue
BB - CES related		Cases related to the College of Extended Studies and the courses they offer. Students with CES inquiries should be referred to CES Support.
BB - Collaborate		We do not use Blackboard Collaborate anymore as it has been replaced by Zoom, but occasionally receive cases in regard to Collaborate and retrieving old lectures.
BB - Course Availability
BB - Course Copy
BB - Course Merge
BB - Course Organization
BB - Course Restore
BB - Create DEVEL/Similar Course
BB - Create GUI Account
Bb - Down		Cases related to an outage, or reported outage of Blackboard.
BB - Eesysoft
BB - Email
BB - Enrollments
BB - ETS related
BB - Events
BB - GradeCenter
BB - Groups
BB - HelpDesk Info	Yellow	Cases marked with this ticket should not be resolved, as they contain useful information for YOU, the agent. Often these may be planned service outages, or other timely notifications.
BB - Homeroom
BB - iClicker
BB - Import/Export/Archive
BB - Learning Spaces related		Cases related to Learning Spaces services, like Classroom, Equipment Checkout, etc.
BB - LockDown Browser
BB - Login/Password
BB - Merge Approved	Green	Part of the Course Combination Process.
BB - Merge Pending Approval	Orange	Part of the Course Combination Process.
BB - Mobile App
BB - Other
BB - ParScore
BB - Permissions
BB - PhoneCall		They call, we answer. Usually applied to emails from the VoiceMail System.
BB - Qwickly
BB - Reports
BB - Respondus
BB - Rubrics
BB - SDSUid
BB - Student User Question
BB - Test Feedback Options - STUDENT VIEW
BB - Tests Surveys and Pools
BB - Training
BB - Turnitin
BB - Turnitin/For Carol
BB - Vendor Integration
BB - Video Projects		Cases related to Learning Media, and the production of videos, etc.
BB - Webportal		While we do not provide support for WebPortal issues, we occasionally receive issues in regard to the WebPortal, that is what this label is for.
BB - Zoom		Cases in regard to Zoom and its integration with Blackboard.

Other Labels

The list above covers all of the labels typically assigned to Blackboard Cases. However there are some other labels that are used, which are listed below.

Label	Label Color (if non-default)	Usage
Escalated	Red	Applied to cases needing special attention from a lead or full-time staff member. Use this label in situations described above.
Feedback		Cases which include feedback from a client in regard to either our services or product we support (either good or bad).
FIT Center		Cases relating to the FIT Center, services, hours of operation, etc.
From Website	White	Automatically applied to cases originating from the ITS Website contact form.
Lead / Supervisor Issue	Purple	This case will be handled by a supervisor or team lead.
Security Alert	Red	Cases dealing with Information Security issues. These should usually be escalated and referred to ITSO if necessary.
Software		Inquiries in regard to software licenses and such. These are usually handled by ETS.
SPAM		Used to mark messages that are not actual support inquiries, like bulk messages.
User Error		Not actually a problem on our end, rather the user is making a mistake here.
VR	Green	Virtual Reality related cases.