Hello Shoreline Community,

Exciting news! Shoreline Community College is moving to a new Support Center as announced earlier (Help Desk Transition DAAG Article from Oct 31). The Support Center (support.shoreline.edu)  is where you find helpful articles and submit requests. Now we can include more departments and provide better support to our students, staff, and faculty.

Here is the timeline for the transition between the two systems:

• On Wednesday, November 16^th from 7am until 1pm, Shoreline Support Center (support.shoreline.edu) will be offline while we migrate to the new system. 
• During this time, please use one of the following options to get assistance:

• For ctcLink, Password, Canvas, and other issues that can be resolved with a 1:1 virtual session please join our Zoom room at www.shoreline.edu/ZoomRoom.
• If you are on campus and need in-person assistance:
  • Hardware, Software, Wi-Fi, etc.: please visit TSS in lower level of Library, Room 4122
  • Enrollment Services & Financial Aid: Please visit Enrollment Services
  • eLearning Services & Classroom Support Services: Please visit eLearning in 1200 Building
  • Continuing Education & Rentals: Please visit eLearning in 1200 building
• For security change requests, network account setup, etc. we ask that you please hole the request until migration is complete to avoid risk of your request getting delayed.

• On November 16^th TSS will send out a campus announcement once the move is completed stating that the migration is now complete.
• Starting the afternoon of the 16^th you will see emails stating that your requests were moved to the new system. Please have patience as agents move them over and adjust to the new system.
  • All communications will come from Support@shoreline.edu.

Have questions about the new Support Center? Please visit a Q&A using

• Support Center Q&A Session
• Monday 11/14, Tuesday 11/15, Thursday 11/16 and Friday 11/17 3pm-4pm
• If you would like an Outlook calendar invite, please contact James Josleyn at jjosleyn@shoreline.edu

Thanks,

Gavin Smith
Acting Director
Technology Support Services

Shoreline Community College

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