The Every Child TN Help Desk

Modified on Fri, Jul 26 at 2:00 PM

Welcome to the world of the ECTN Help Desk, a platform designed to empower leaders and mobilize community for the common good of Every Child Tennessee. Below is an overview to our helpdesk and how it can be used effectively.

What is the ECTN Help Desk?

ECTN Help Desk, powered by Freshworks, is the customer service hub for support and ticketing to our network partners. It aims at servicing any issues you, our Partner Portal users, may have including but not limited to your portal access, adding new users, requests to reassign inquiries or a feature not working properly.

What Does the Help Desk Do?

Submit and find updates on your help tickets
Receive timely communication from the customer support team
Understand timelines for resolving your issue or question
Ensures our customer support team can actively service all partner needs as they relate to Partner Portal usage, from finding lead information, navigating the portal, updating your organization's information, and more!
Find training videos and articles to help you use the Every Child TN tools and services

The Ticket Handling Process

The process of submitting a ticket has been simplified to ensure ease of use. If you are facing issues accessing the helpdesk portal for any reason, you can use the email address help@everychildtn.org for ticket submission. Or you can start a ticket right here in the Help Desk by clicking Submit a Ticket in the top navigation bar.

Once a ticket is submitted, we ensure timely communication with all parties involved. We understand the importance of proactive communication and collaboration on requests due dates. Therefore, we define priorities while considering the urgency and severity of issues and questions.

If you prefer to find answers to your questions on your own, we have a solution for you! The Knowledge Base here in the Help Desk provides an option for you to self-service your issue or question! As you begin to submit a ticket, potential solution articles related to your ticket will come up on the righthand navigation. Alternatively, you can browse our Knowledge Base to find what you are looking for before starting a ticket.

Conclusion

The ECTN Help Desk aims to improve user experience through its proactive, well-defined, and user-friendly ticketing system. We believe in prioritizing the users' needs and continuously improving through feedback. We look forward to your active participation and feedback during and after servicing your tickets. The more feedback we receive the better we can improve your experience.