Method 3

Submit a ticket via the list of projects you participated in and describe the steps you took.

Hi Fabien, I signed into My Survey again and scrolled down to the bottom to see the list of My Recent Surveys. I selected a specific survey and clicked on the Incident Report button at the side. (I was signed out the first time but presume this is still part of the system glitches during this test period). I was then taken to the Submit A Request section selecting the Default Ticket form as previous methods. This is the most straightforward and logical way to raise a query or report an issue. I would much prefer to use this method as all details are there within home page as soon as you sign in. I found the other ways more time consuming and a bit frustrating having to go through so many screens to get to summary details and submit a request options. Images to follow via email shortly.

@ Joanne I on Tue Aug 04, 2015 4:03 pm

Hi Joanne,

I'm glad you found this last part to be logical and straightforward. Can I ask if you have the chance to test again the first part of your last journey where you were signed out...just in order to see if it happens again?

Thank you so much for bearing with me

Hi Fabien, I was actually signed out twice before as I went back in again to re-check my steps whilst replying! However I've just tried again with no issues and was taken to the Submit A Request screen very quickly.

@ Joanne I on Tue Aug 04, 2015 5:03 pm

Thank you so much for trying again. That's exactly the kind of help we need to understand if there was an issue or it was just a one time mixup!
Thank you again

1. I logged into My Survey again and on the home page scrolled down to the list of recent surveys.
2. I selected a survey where I had been screened out so I could click on the Report button.
3.this took me to the helpcenter and the Submit a Request form as expected!
4.it was nice to see the survey number populated, as this is something we have all addressed during this process.
5. I clicked submit and as always could see the latest query added to my list as expected.
6. Screenshots map my journey as usual.
I hope that all this testing has been helpful and our observations will make the help center more userfriendly and fast for other members. It has been nice speaking to everyone

Soooo last one.....

Signed back into MySurvey and scrolled down to my recent surveys (Method 3 Photo 1) and selected a screened out survey that I did. I then clicked on report. It logged me out of my account on first attempt. On second attempt the page took me straight to "Submit a request" I completed the ticket (Method 3 Photo 2 and Photo 3). I did like that the sub category had a variety of good options and that if you couldn't find the option that you wanted you can always select other. I did like that the survey number is already populated. Once the ticket was submitted it returned me to the HelpCenter where you can see a list of all your tickets.

If you had a problem with any of your survey clicking on the report button from your main page is certainly the most easiest way to submit a query.

I can only see positives in this:
* You don't have to worry about knowing the survey number
* You don't have to log onto your email
* You can add more information and even add a file (screenshots for example)
* You can see any updates.

And of course if you weren't emailed about a survey, any survey you have worked on is listed there.

I have found the Helpcenter to be good and useful. The sub sections and articles I think certainly covers all areas and if you cant find what you need, then certainly having the submit a request option is very good. As said before this needs to be more highlighted. You can easily miss this.

Hope all my information has helped, It has certainly been a pleasure doing this. I have really enjoyed it. Thank you for letting have this opportunity. Lovely to speak to everyone take care all x

This too is something I have done before. My response to the previous topic on this method answers the question.

@ Jessica R on Tue Aug 04, 2015 7:45 pm

Hello Jessica,

I think that without your help improving the Help Centre would have been almost impossibile so yes:

"....I hope that all this testing has been helpful and our observations will make the help center more userfriendly and fast for other members. It has been nice speaking to everyone...."

I do agree with your wish!

Thank you fabiani23....and for all your help and feedback throughout the process too.

@ Nikki Hurry on Tue Aug 04, 2015 10:31 pm

Hello Nikki,

I found your last post amazing: you have given us a lot of info about what you liked and what user would improve in the Help Centre.

Thank you again for all the effort you put into this!