When the DCS launched in July last year, so too did the Zendesk support mailbox, which processes any DCS queries. This platform has really helped us to monitor, quickly respond to and analyse all the queries we receive, which in turn helps to inform possible future development of the DCS. So to anyone who has got in touch with a DCS related query, question or idea to firstname.lastname@example.org, thank you! You’ve helped to build up a vital bank of information which forms a key cog in the
ongoing evolution of the DCS and the growing Knowledgebase articles. This month’s blog takes a snapshot of the most common queries and the fixes we’ve developed in response to your emails.
We receive a lot of messages about amending or deleting content in the DCS. This stems from one of the key advantages of the system – that if the scan you wish to upload to the DCS is already in the repository, you can use it without having the legwork of making another copy. However, that does mean that when you wish to amend or delete content, we have to go in to the back end to ensure that other HEIs who have linked to your material will not be affected. A lot of the time these issues stem from the initial bulk upload of content, so this is unlikely to be such a big problem going forward.
If you do want us to amend or delete content, that’s no problem, but by sending us the following information with your request, it will make our job a little easier and lead to a super quick fix for you.
ISBN / ISSN / title of book or journal
Issue – amend details or delete?
Course Code that the content is linked to
Remember, if you want us to delete content, first you need to delete your link. So just send us the necessary details above and then set about deleting the link on your side. You can do this in Courses – View Content – Delete.
EHESS is another common topic sent in to email@example.com. Hopefully, with asynchronous orders (where, if the automated search fails, a manual request will be sent to the British Library) coming soon, a lot of issues will soon be resolved. However, your queries have flagged that the user journey for EHESS orders could be enhanced, so that the system more intuitively explains errors. As such we are currently looking at some of the specific error messages that customers have received and hope to have a fix for these in the coming weeks. Thanks for your patience while we enhance the system.
We’ve also receive many messages on how to improve the DCS and its functionality, helping us with future development of the system. One example of how we turned a user’s idea into a solution, are the error messages recently introduced when you are cloning content from one course to another. DCS users got in touch to say that cloning of content wasn’t working. In response we’ve now added the messages that prompt you to make appropriate checks and attach the material to a new course.
All of your suggestions are taken seriously, and common issues are flagged with extra importance to the Development Team, so thank you to everyone who has taken the time to send us their ideas and thoughts on the DCS. This has been a big journey for us, moving into the technology sphere from our history of solely working in licensing. We hope that you are enjoying using the DCS as much as we enjoyed developing it.
So that’s a quick look at the life of Zendesk. We encourage you to continue sending all your queries to firstname.lastname@example.org – just click on the link from your DCS Dashboard.