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Information about Unidesk support calls

UniDesk house rules

UniDesk is the system we use to log and progress incidents, more commonly known here as calls. This can be used by University and non-University members alike to submit their problems and then follow their progress. As…

Support call audit 2016

Earlier this year my colleague Peter and I audited the support calls our team received in the first six months of 2015. We wanted to see if there were any particular areas where issues were reoccurring, using the…

Audit of support calls

Earlier this month my colleague Duncan and I conducted an extensive audit of our support calls from January to July 2015. Over these six months there was exactly 600 support calls, which we split up into three main…

Fixing broken links using Siteimprove

We’ve all encountered the frustration of clicking on a link and instead of the expected content, ‘404 not found’ appears. Broken links are an unavoidable part of today’s internet as websites change their infrastructure…

How to submit an idea

One of the updates that the digital communications team has been working on for the last year has been our processes for taking on new projects. Having spent a lot of time developing and documenting our engagement…

How we manage support calls

All of our help and support requests are handled through a system called UniDesk, which logs information on who spoke to who and distributes email notifications to the relevant people. UniDesk calls these requests…

Web team support calls from 2010-2011

(Click the graph to see a larger version.) This morning I’ve been gathering data for a meeting with have with the University Lean team tomorrow, including this graph of support calls (above). I thought I’d share…