I’m writing with some exciting news and some upcoming changes. First and foremost, in order to serve you better, we have done the following:
New Email
We created a new email account that will now be your primary point of contact: web.services@yale.edu.
(This address is distinct from ysm.editor@yale.edu, which you should still use for Tridion support questions.)
Please start using this address immediately. In addition, this is the account that all editing form submissions go to.
More People to Help You
More importantly, we just brought a new person on to the team, Alan Jiang, who will be managing all editing client requests.
I will be working with him closely as he gets up to speed with our process and getting to know each of you as individual clients.
New Help Desk
The Web Group is in the process of implementing a new Help Desk ticketing system, starting with Tridion support.
Eventually, we will adopt it as our method for submitting and managing edit requests. It has a number of great features, which will allow us to do away with the individual forms and separate Box folders for files. We will provide support materials to help smooth the transition to this new system.
I think these changes are much needed and everyone will find that it makes the whole process much easier and efficient. Please let me know if you have any questions. Thanks!