BPSA Support & Base Camp
In an effort to provide better support for members and those in the public inquiring about the program, BPSA HQ is implementing a trial run using ZenDesk™. ZenDesk is a third-party tool for managing, integrating, and tracking support requests through multiple connected interfaces, including email, Twitter, Facebook, and more.
Our goal is to move away from using Base Camp and plain email as a pseudo support medium, as the forums here are intended to be used as a tool for members to network and share with other members and as a forum for non-members of the public to engage with existing members about the program and organization (from a member's perspective).
To this end, we have now set up ZenDesk integration in a number of places, allowing our members (and others) to send in questions and requests in any of the following ways:
BPSA Website: On our website Support page. This replaces our previous 'Contact' form, allowing direct questions and requests to show up in our queue on ZenDesk.
Facebook Page: On our Facebook Page Support Tab—provides the same feedback form as the website. Access it from the page as follows:
You can also simply 'Message' us on our Facebook page, which will automatically create a request ticket for us in ZenDesk as well. Super easy!
Twitter: On Twitter, simply direct message us or mention us (@BPSA_US) in a tweet and we'll get an automated ticket generated as well—we call them "twickets."
Email: You can also simply email your question or request to firstname.lastname@example.org and we'll get an automated ticket generated as well.
ZenDesk should allow us to better manage and track requests and questions and better measure our response time. It also provides the ability to build a knowledge base and FAQ, so as we work to put our program and policies together, we'll build this as well. You'll be able to access all of this information as well from our main ZenDesk dashboard at http://bpsa.zendesk.com (the Knowledge Base and FAQ are being worked on by myself and Sue Pesznecker currently).
Our HQ members supporting the organization are all volunteers and we can't be on Base Camp all the time to answer program and policy questions effectively when they come up. So, as we move forward with giving this new support and help system a trial run, we ask that you keep this in mind; and let's move toward making Base Camp strictly for member-to-member and member-to-public communication, sharing, and networking. We want this networking site to continue to be a resource for our members in those areas, while HQ and our staff move toward a more sustainable and manageable solution for handling feedback, support, and questions.
Thanks to all our members for their participation, enthusiasm and activity on this site and in their local areas—BPSA wouldn't be the program we are today without you.