Changes to the Research Data Email Helpdesk

Posted in: NEWS

For many years, we have providing email support to our researchers on research data matters using our shared 'research-data' email address. Don't worry, that won't be going away any time soon, but the way we handle the messages that come in is changing.

If you have contacted us at all over the past few years, you may have noticed that emails we send you have 'via RT' in the sender line, and a link to at the bottom. That is because we have been using a system called RT to handle the messages. On 1 December, we will switch from using RT to using TOPdesk, which is the same system used by Computing Services. This means that the messages you get back from us will look slightly different, and you will get some automated messages in addition to the ones we send you personally.

Some of the conversations we've been having through RT are still ongoing, so we will migrate these into the new system. If you are involved in one of these conversations, you will get a new message from TOPdesk telling you that your call has been logged. Don't be alarmed by this! The subject line will tell you which of your previous messages it refers to. If you want to continue the conversation, please reply to the new TOPdesk message rather than the old RT one, otherwise we won't be able to keep track of the context.

Going forward, TOPdesk will allow us to provide more ways of getting in touch, so do look out for that. In the meantime, it will be business as usual, but please don't be concerned by the new style of messages you receive from us, and bear with us while we get used to them too!

Posted in: NEWS


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