Thalia Customer Support via the RT Queue
All communication with the customer goes through the RT Queue. Issues escalated from the Help Desk will come to you via the RTqueue.
Things to know:
- dongq and colodzin are Thalia's developers. Consult with them about hard questions.
- Do not assume the answer to the support question is slam/dunk. Those were answered by the Help Desk. Thalia can be deceptively complicated. Whatever solution you have come up with needs to be tested by you before you send it to the customer.
- Avoid, as much as possible, delving into the customer's domain to solve support issues. Data you accidentally delete cannot be restored.
- Go here to find a list of test domains that are safe to test in.
- When you do work in a customer's domain, close your browser tab as soon as you have finished it. Random key strokes can delete the customer's data.
- Old questions in the Thalia RT queue may or may not be useful. Many old issues are no longer relevant as Thalia has been updated many times, and the functionality added has solved quite a number of previous problems.
Grammar, spelling, capitalization, punctuation....
- Proofread your answer before you send it. Bad writing makes the customer think, with cause, that you are an idiot. This makes them worry that you can't really answer their question - and they will go to your boss, making poor use of his/her time. In the interests of efficient use of resources, check your writing before you hit the send button.
- Use a comma before a coordinating conjunction (and, but, yet, or, nor, for, so) that links two independent clauses but not before a coordinating conjunction that is followed by a dependent clause. (Google it.)
Use the access matrix to learn what Thalia's Share is supposed to do.