Finding staff responses to Help Desk tickets (aka conversations)
A reply from staff to a Help Desk ticket generates a notification to the email address associated with the ticket. Such notifications may bounce back without being delivered. Usually this happens because of a typo in the email address entered with the ticket but sometimes it does because the email is simply no longer in use. Other notifications are delivered as far as we know—but if a site member's email of record is obsolete, the notification will never be read.
If you are not "anonymous" to the system, it is still possible to access any Help Desk conversation you have created via the Help Desk beacon itself. That is, if you are logged-in as a site member when you create your ticket, OR if you enter the email of record for your user account when you create the ticket, the Help Desk will connect your query with your username/account.
Two notes:
- This option is available ONLY to site members.
- Help Desk calls these interactions "conversations."
Thus, if you are logged-in and click the Help Desk link, you will see the same popup everyone sees:
At the top, the Ask button is already highlighted (in a darker tone of orange). Click it, and you'll see something like this:
If this is the first ticket/conversation you've had with the Help Desk, OR if you are anonymous as far as Help Desk is concerned, then you will not see the text "Previous Conversations" at the bottom of the popup. If you are known to the system and have created other tickets, however, you will see that phrase. Please note that it is actually a link. Clicking on it will take you to a list of all the tickets you have opened at the Help Desk. Clicking through any one of your tickets should display the whole exchange.
If you have not seen one (or more) of them, there will be a little green alert added to that link, like this:
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