What’s happening

• Currently, when students and employees need help with technology, eLearning support, classroom technology support, and web support they request help at support.shoreline.edu. There they can fill out a form requesting service and see help and how-to articles.
• They can also email support@shoreline.edu, elearning@shoreline.edu, or websupport@shoreline.edu, although requesters have more flexibility by going to the support.shoreline.edu website.

• The software that runs the current support center is called Zendesk.
• Later this month TSS will replace Zendesk with new software called TeamDynamix. This is currently scheduled to happen on November 19.
• It has the same features as Zendesk but will look somewhat different.

What will change?

• Once the software is implemented, when you go to support.shoreline.edu you will see the new look
• You will still be able to submit requests and see help articles
• When you email support@shoreline.edu, elearning@shoreline.edu, or websupport@shoreline.edu, the responses that come back will look different

Why is this being done?

• Since ctcLink was implemented many more support agents have been added to the help desk software
• TeamDynamix is more cost effective and allows us to add many more support agents
• This will also make it possible for us to provide help desk services in parts of the college currently using older ways of helping people such as e-mail
• TeamDynamix will also support services we haven’t had in the help desk software before, such as inventory and project management
• This project supports TSS’ ongoing efforts to improve service in the department and for the rest of the college

Thanks,

Gavin Smith
Acting Director
Technology Support Services