As of August 1st, we are excited to rollout our new HelpDesk service. As NPGlocal grows, service is quickly moving from a "me" to a "we." We've brought on more employees so that we can offer more services, take on more projects, and respond to our clients' needs faster. What this means is that more tasks need to be shuffled around quickly, assigned to our various staff, and tracked in a way that allows you to be better informed on what's taking place. In short — we need a help desk system in order to grow smartly.
What do you need to know?
First, please continue to communicate with us in the method that best works for you. If you prefer phone calls — then please continue to call us! What happens on our end is that all requests will be filtered through our HelpDesk service so that we can respond to your request in an organized fashion. We'll create a "ticket" and you'll receive an email regarding the status of that ticket. Once the ticket is resolved, the ticket ID number is associated with a line item on invoices.
Now for fastest service, we recommend creating a ticket directly to our HelpDesk service. There's three convenient ways to create a ticket:
1. If NPGlocal built your website, then you have a HelpDesk widget on the main mage of your website's administration page. After you log in, you'll see a page like this:
Notice that you now have a widget that's called "HelpDesk." Use the form within this widget to create a new ticket. No need to leave your site!
2. By email. Simply send an email to: [email protected] and a ticket will automatically be created.
3. By going to the HelpDesk website directly. In your favorite browser, navigate to http://npglocal.zendesk.com.
If you have an account, you can login in order to check the status on existing tickets. If you just want to create a new ticket, simply click on the "Submit a Request" in the header navigation bar.
So we invite you to try out the HelpDesk. If you have any question, please feel free to let us know. We're here to help.