Getting Started with the York Scouts HelpDesk

Getting Started with the York Scouts HelpDesk

Welcome to the City of York Scouts Helpdesk. Whether you are a volunteer leader needing assistance with the ongoing volunteer transformation updates, a parent looking for support, or a team member trying to book District resources, our support portal is the central place to get your questions answered.

You can access the portal directly at any time here:

1. Do I need an account to use the Helpdesk?

No, you do not need an account to submit a basic request. Anyone can submit a ticket to our District Support Team just by providing a valid email address.

However, District Volunteers already have an account as part of their 'yorkscouts' email address, just log in with your 'yorkscouts' email address! Having a portal account allows you to:

  • Track the live status of all your open tickets.

  • View your complete history of past requests and resolutions.

  • Reply directly to support agents through the portal instead of searching through your email inbox.

2. How to Submit a Support Request (Ticket)

If you have a problem, question, or request that needs the District team's attention, follow these steps to file a ticket:

  1. Navigate to the Portal: Open your web browser and go to the York Scouts Helpdesk Home Page.
  2. Click 'Submit a Ticket': Look at the top navigation bar or the main dashboard area and click on the Submit a Ticket button.
  3. Select a Template: Have a look through the list of templates and see if one fits your request or issue. If so, select it to help the support team come to a quicker resolution for you.
  4. Fill out your Contact Info: Enter your full name and email address. Make sure your email is typed correctly, as this is where you will receive updates and answers from our support agents.
  5. Categorise and Describe Your Issue:
    1. Subject: Write a short, clear summary (e.g., "Compass login issue" or "Snowball Plantation booking question")
    2. Department/Category: If prompted, select the team best suited for your query (such as District Support Team, Finance, or Programme Team)
    3. Description: Provide as much relevant detail as possible. If you are receiving an error message, copy and paste it here
  6. Attach Files and Submit: If applicable, upload screenshots or documents that help illustrate your problem using the Attachments field. When you are ready, click Submit.

3. What Happens Next?

Once you hit submit, a couple of things happen automatically:

  1. Email Confirmation: You will receive an immediate automated email confirming that we have received your request. This email will contain your unique Ticket Number (keep this for your records).

  2. Review and Assignment: The Helpdesk automatically routes your query to the correct volunteer support queue.

  3. Resolution: A volunteer team member will review your request and get back to you as quickly as possible. If you didn't create a portal account, you can simply reply to the confirmation emails to communicate back and forth with the agent.

4. Troubleshooting and Tips

  • Check your Spam folder: If you submit a ticket and do not see an automated confirmation email within 5 to 10 minutes, check your junk or spam folders and mark emails from the portal domain as "Not Spam."

  • Keep your thread clean: If you have an update regarding an existing problem, please reply to the original email or log into the portal to update the open ticket instead of creating a brand new one. This keeps all context in one place and prevents delays!

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