First timer best practice

@Belcher.shane, @bclark, @TAnders, @Cozmo03 - you’ve helped quite a few other members in the community, any advice for some best practices for our new user?

Do have any specific questions? That might help best. 
 

I would say just starting off, pair down the issues for each device and get input from lots of different people and departments.  Getting input from other people on the issues they see for each device will help greatly. The more the people that have input the better. 
 

Also, start writing your knowledge base articles early. 😀

@Cozmo03 Thank you!.

The main thing I’m looking for advice on is exactly how you rolled the website out to staff / or whats the best strategy to not overload staff. 

Also luckily we had some articles on troubleshooting beforehand.

Prior to having iiQ we allowed people to email in their tickets, and we just let all staff know to continue doing that but the emails they get back will look different as we transition to the new system. We do intend to turn that off, as we have found those who do log in give far better info than by email. But for now it’s in place. So if you had that before I would continue to use it at least for awhile. 

I would populate the knowledge base (something we are still working on) and make sure to advertise it’s existence as well. 

It takes a long time, but it’s worth it to go through the different models and categories and make sure the issue types you have are relevant to the device. 

All what bclark said. If you have a SSO provider, I would use that for sure, its just easier. You can do a video walkthrough and give that link out, or bullet point emails with step by step directions. Bullets points seem to work better from what we have seen here. Too long of emails and people just don’t read.

Last week bclark and I hosted training sessions for school district employees to learn how to login and submit tickets for themselves and for students. We did not have the best turnout, but the people that showed up enjoyed it and they gave us good feedback.

@Cozmo03 & @bclark

Thank you for replying for our new users. We value your responses and appreciate your support for our new users. 

@evanhees Here is a guide to help you onboard your staff! I hope it helps 😄