Admins have the ability to specify which email addresses are contacted when users reach out for support in the 'Admin Panel' under the 'Edit Instance' tab under the 'Support Settings' group. This guide goes over each field and the impact it has.
¶ Custom support email address
When a user is requested to contact support because of an error, this address will be displayed. Examples of places for this are:
- When an integration is not configured correctly
- When an error occurs during the grade synchronisation to the LMS
- Displayed in the footer of the login and registration page
¶ Custom support workflows
The following settings allow you add an email address for specific support workflows such as requesting help or reporting a bug. The request will be send to this email address alongside our regular support email address. This is done so we stay in touch with our user base and best strive to continually improve eJournal.
Note that any replies to the email that is sent will be addressed to the address you specify.
Therefore making use of these settings means your organisation is now responsible for handling the ticket.
Of course part of this could still be to forward emails to our support address that your organization cannot resolve.
¶ Help request CC email address
This setting governs emails sent when users request help. Users can request help via two routes:
- By selecting 'Help' in the support menu.
- By making use of the help form that is presented when users land on an error page:
¶ Bug report CC email address
This setting governs emails sent under the 'Bug' category in the support menu.
¶ Feedback CC email address
This setting governs emails sent under the 'Feedback' category in the support menu.