Step | Details |
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Process Incoming Ticket | Add a “Content” label to ensure it appears in the “Content and Communications” filter. Delegate and assign to professional or student staff. Change ticket status to “In Progress.” Reach out to the customer to assess needs.
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Manage Backend Content | |
Consult as Needed | The requester may require support in planning and crafting their content from an accessibility, usability, technical writing, or content management perspective. Run usability testing on all steps outlined in the article in order to ensure that the article is as accessible and user-friendly as possible to all users.
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Revise and Draft in Confluence | |
Resolve Ticket | Add a “Ivy.ai” label to ensure that the ticket appears in the “Ivy.ai Chatbot Input” filter. Respond to the requester thanking them for reaching out to us and requesting that they take a final look at the published article before we resolve the ticket. Once the requester has approved the articleapproves and internal comments confirm Ivy.ai input, resolve the ticket with a message containing methods for requesting updates in the future.
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