Hi, I’m Luke, and I’m a Product Associate here at Emergency Reporting (ER). During my first year here, I was part of our astounding Customer Support team and I may have spoken to many of you in the past. One of our greatest assets is you, our customers, and your ideas. For years we’ve had a special place for you to send in your ideas on how to make our platform even better.
As we’ve grown, by your word-of-mouth as much as anything else, we also managed to outgrow the area that houses the Feature Requests. We knew the unfortunate label it gained as a “black hole,” so the time has finally come to remedy that!
If you haven’t seen it by now, we have an entirely new Customer Help Center. As a refresher, here is how to get there:
- Login into your account
- Then click on the Suggest a Feature button
- At this point, you will be asked to log in again. The Customer Help Center lives on a different platform than ER, so you’ll need to enter a separate username and password, unique from the combination you use to log into your ER account.
If you’ve never logged into the Support Center, you’ll use the “Sign Up” option to create a username and password. If you’ve submitted a Support ticket and emailed with someone on the Support team before, your email address may already be registered in the system. In that case, you can choose the “Get a Password” link to finish creating your account login. You can save the web address for the Support Center login page (emergencyreporting.zendesk.com), so that you can easily access the Knowledge Base from your computer.
- Once you log in successfully, you’ll see our newly updated Customer Help Center. Click on the Community link along the top of the screen.
- From here there are two ways to proceed. Let’s start with the one I always recommend, which is to click on the Feature Suggestions box.
You will then see the list of Feature Suggestions already sent in by your fellow users.
You can scroll down to see more suggestions or click in the Search bar in the top right corner to narrow the posts down by a topic or keyword. If you find a suggestion you are interested in or matches what you are thinking of, click on it.
There are a few differences here from the old system. Let me help you out with those:
- Follow Button: Clicking the Follow button will connect your profile to the ticket, so any updates are sent to the email you provided when you logged into the Help Center. Following a suggestion does not imply support for it or help raise it in the rankings.
- Voting: Previously, you got 100 votes to add to whichever suggestions you like, with a maximum of three votes each, and those votes got returned to you if the suggestion was completed or rejected. Now, you can click on the Up or Down arrow to show your support or lack of for the suggestion. You can only vote once for a suggestion, but now there is also no limit to how many votes you have overall. You can vote up or down on every suggestion in the system.
- New Post Button: If the details of the suggestion don’t exactly match what you wanted to send in, click on the New Post button and you can enter a brand-new suggestion from scratch (see below).
On this screen, after you enter the title of your post and the details of your idea, the Topic dropdown menu is used to tell the system what category to place it in. Most users reading this will select Feature Suggestions, but if your post is more of a question to the user community (e.g., “What is the best way to set up our Inventory?”), selecting the Discussion topic from the menu is more appropriate.
Previously, I mentioned there were two ways to proceed from the Community Help Center home screen (I didn’t forget you). Scroll back up to the picture where you clicked on the Feature Suggestions button, and you’ll find the New Post button there as well. You can use that to create a new suggestion right off the bat, but I don’t recommend that route because you won’t know whether another user has already posted the same idea. Your vote on a previous post is more powerful than writing a new one for the same idea.
Our user base is an integral part of the engine moving Emergency Reporting forward, and we look forward to hearing your ideas and creating a vibrant and energetic community on this new platform.
Thanks for reading and please reach out if you have any questions!