Changes to the GovCMS Service Desk

Tuesday 14 September 2021

Over the past few months GovCMS have reached out to over 200 customers regarding their experiences with the GovCMS Service Desk. The feedback received has been invaluable as we work to improve your experience with GovCMS. 

Based on your feedback and best practice, we’re making some changes to how the Service Desk operates to make sure everyone is kept in the loop.

Include agency contacts in your Service Desk tickets

GovCMS want to make sure our agency customers are kept in the loop regarding their websites. That’s why we now require all Service Desk tickets raised by development partners to copy in a contact from their relevant agency partner.

This change is for all tickets, not just those that require agency approval.

If you have trouble adding your agency contact to the CC field when creating a ticket, include their email address in the body of the ticket and the Service Desk will add it for you.

Reminder: the Company Name on your ticket should reflect the relevant agency not the development partner.

Let us know when things change  

It’s important to let the GovCMS Service Desk know when a website has been decommissioned or a staff member has left.

With one ticket, the Service Desk will update the relevant Drupal, GitLab and Service Desk accounts, keeping your website secure and your accesses simple.