Our Jira Service Desk is the contact portal we use to interact with customers when they raise service and support requests regarding Healthdirect Video Call. When you email us or call and leave a voicemail, Jira creates a 'ticket' for our support team which is then assigned to the appropriate team member who works to resolve your issue or query. We have moved to Jira Cloud which gives added functionality and allows our users to login and see the support tickets they have raised with all the comments in one place. This makes it easy to see what is happening with your request at any time.
There are now two ways to interact with us regarding support tickets you have raised:
- You will receive emails from Jira with our comments and suggestions for resolving your issue, or comments from our support team asking for more information (as you currently do). Each time we make a comment in your Jira ticket and share it with you, you will receive an email and you can respond to that email.
- In addition to the emails you receive you can also set up a Jira account and interact with your service request tickets from within the tickets themselves.
Please note: If you are receiving many emails from Jira, due to creating multiple support tickets or being an Organisation Admin with team members creating tickets, you can set up a rule to send these directly into a folder other than your main inbox. You will still need to check this folder periodically unless you are signed in to Jira to check your tickets and are commenting in them directly. Follow these instructions from Microsoft regarding setting up a new rule in Outlook. The sender for our emails directly from Jira is jira@healthdirect.atlassian.net.
Please see below for information regarding the Jira Service Desk workflow process:
| This is the basic workflow process for those users who have not set up a Jira account. |  |
| Create an account to access your support tickets in Jira. To create an account click on this link or email us at videocall.support@healthdirect.org.au with your issue or question and click on View Request in the email you receive in response. If you need to share the link we have introduced a new easy link to access Video Call Jira Service Desk: https://videocall.direct/servicedesk |
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| If you email us with your issue and click on View Request you will see the Sign Up page if you do not already have a Jira account. Follow this process to create your account: Click on Send link on the Sign up page, check for the email and click on the link button (Sign up) where you will be asked to enter your name and choose a password. Please Note: If you have previously emailed videocallsupport@healthdirect.org.au, then you will have already an enabled account. In this case you will need to reset the password on your account to enable your access. You can request a password reset here. If you have not previously emailed us you can create a new account through this link. |
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| Once you have an account you will have access to the Jira Home Page. Please bookmark this page for easy access. |  |
| You can create a new request when signed into your Jira account. Request options: Problems are generally technical issues you may be having while examples of Service Requests are sign in/account issues and questions regarding admin configuration tasks - whichever you choose your request will come to our service desk and we will assign the right person to help you. |
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| Viewing your support tickets in Jira. |  |
| Viewing options: you can select the status as you search, for example to view only currently open tickets, and you can use a keyword search if required. |  |
| Viewing all tickets with any Status. |  |
| Opening a ticket to see the details and add a comment if required. |  |
| If you are an Organisation Administrator in Video Call you will have the ability to see all support tickets raised in your organisation. In the top right Request dropdown, select your Organisation (in this example the Org is ACME Health) and select 'created by anyone' to view all tickets. |  |