The Kuali Research Zendesk Support for Research provides a portal for users to find system documentation and submit a request for assistance from our support team. The searchable Knowledge Base allows users to find relevant articles for their system questions or you can look through the module specific documentation sections to find desired information. The articles in Research will eventually replace the user documentation for Kuali Research and as we continue the process of transition we encourage you to let us know topics that would be helpful to you and your user base. Below you can find more information on how to navigate your Kuali Zendesk portal.
Submitting a Request
The Kuali Support portal allows institutions to 'Submit a request' to ask questions, report issues, or get overall guidance for Kuali Research. These tickets are triaged by listed priority and those priority levels are explained below with expected response times.
Who can submit a Request?
Each member institution has three designated users that can submit tickets for support via the Zendesk portal. If you have the appropriate access you will have the 'Submit a request' link in the top right-hand corner of your profile once logged into the system. However, any user can by CC'd on a submitted ticket so they can track the progress of the issue and add comments to the ticket by replying to the zendesk generated emails they receive for the issue.
How do I request access?
If you require access or want to change the three designated contacts for your institution you can either submit a Zendesk ticket to request the change (if you have that right) or simply email us at email@example.com. Also, if you're copied on a request and you don't yet have a Kuali Zendesk account it will prompt you to setup an account via the initial copied email from Zendesk.
Creating a Request
To submit a support ticket via Kuali Zendesk you can simply click the 'Submit a request' link in the top righthand corner of your zendesk portal - this link will only be available for those designated contacts for the institution (as described above) and only after you have successfully logged into the Kuali zendesk site.
Once you click the 'Submit a request' link it will take you to the entry page where you will fill out the necessary information for the ticket. Also, as you start filling out the Subject of the ticket Zendesk will automatically display related articles that may be helpful in case the question has already been asked and documented within the Knowledge base.
- CC - Allows you to copy anyone on the ticket, even those that aren't the three designated contacts. These copied individuals will receive all emails associated with the ticket correspondence and can also reply to the emails and it will automatically add it as a comment to the ticket. Also within the 'My Activities' of your Zendesk profile you can view all tickets you're copied on to track their progress.
- Subject - Please give a succinct summary of the issue or question you have.
- Description - Please provide a complete description of the issue or question you have and the specific module it pertains to in the system. Also, if you've run into a system bug please list the steps you took when you encountered and it will greatly improve our turnaround time to troubleshoot the problem. Also, if you're a hosted school please include any identifying numbers (i.e. document number, Award Number, etc.) for the affected record which will help us track down the issue.
- Priority - The priority should be based on the below descriptions
- Attachments - Please add any attachments (screenshots, emails, guides, etc.) that may be relevant to the issue that will help us better troubleshoot the problem.
NOTE: you can create a Zendesk ticket via the step described above using the Zendesk portal but you can also create a ticket by simply emailing firstname.lastname@example.org. Once this email is received Zendesk will automatically create a ticket with the email content - however the priority will always be set to 'Normal'.
Once logged into your Kuali Zendesk account you can review all your ticket activity and items you've followed in the Kuali Knowledge Base. When you click on your name in the top righthand corner other options become available including 'My Activities'.
Within the 'My Activities' it allows you to track all your 'Requests', 'Contributions', and items you are 'Following' in the Knowledge Base. Within the Requests section it will show you the tickets you've submitted in the 'My Requests' and any tickets you're copied on in the 'Requests I'm CC'd on' option. It also allows you to search your requests by keywords/status or you can use a number of available Search Operators (more info on those can be found here). Once you open one of your tickets you can see further information like the current status, updates, and it also allows you to comment directly to add additional information or ask for an update.
Using Getting Started, Knowledge Base, and What's New
Articles explaining the Kuali Research functionality are being added weekly and we plan to eventually transition all Kuali Research documentation to Zendesk. This will allow end users access to our documentation in a much more user friendly and searchable place to facilitate a better experience for our customers. You can use the Search to lookup keywords or subjects within the documentation or you can simply browse the available resources by Sections in the Research Knowledge Base. The three starting categories for Research Support are:
- Getting Started - New users getting started in Kuali can view Overview, New Member Information, and User Group Information to get a better understanding of the community and support options.
- Knowledge Base - Articles explaining system functionality for Kuali Research are posted here by module or system area.
- What's New - Release Notes, Announcement, Webinars, and Monthly Show & Tells are posted here.
You can browse through content in the Kuali Research Support portal but you can also use the search to find content related to a keyword or phrase. Searching will not only find posted articles by Kuali in the Knowledge Base but also any Community discussions that also contained that keyword.
For Kuali Community member schools there is also the Community feature in Kuali Research Support that allows forums for discussions by users on a variety of ever growing topics. To learn more about the Kuali Community please read the Using Kuali Research Community article.