Frequently Asked Question

The Helpdesk

If you have any technology issues or questions, you should contact the tech team using the helpdesk. Putting in a ticket through the helpdesk ensures that all the members of the tech team see your ticket, and it helps us to assign it to the right person. It also helps us to keep track of issues and prioritize problems.

As much as we would like to get every issue fixed right away, sometimes there are just more things to take care of than we can possibly do at once, and at those times we have to try to prioritize issues by severity, including taking into account how disruptive they are and how many people are affected. If you don't hear back from us right away, but you did get a confirmation email, please rest assured that your ticket is there, that we've seen it, and that we'll work on it as soon as we can. If you have new information on an existing ticket before we get back to you, please don't open a new one. Instead, visit the helpdesk site, sign in with your G Suite (Google) account, and add the new comment to the existing ticket.

You can put in helpdesk tickets by emailing helpdesk@eccss.org or by visiting https://tech.eccss.org . It's better to put in tickets through the web, especially for things like iPad app requests and equipment requests, because there are forms that collect extra information we need for some topics — however, if it's a question of emailing a ticket in or not putting in a ticket, please put that ticket in however you can! If there's an error message or other visual information that might be helpful, please try to include a screenshot of that, too.

We have a very short presentation that repeats some of this, with a little more information about the helpdesk, including some DOs & DON'Ts. You can view that here (you'll need to sign in with your ECCSS G Suite account to view it):

https://docs.google.com/presentation/d/1zeB7FVFw_F7Uue-rXSHscol0pQiELuCc2-nj28QFQAo/edit?usp=sharing

G Suite: Gmail, Drive, Docs, Sheets, Classroom, etc.

Your G Suite account doesn't just come with Gmail. There are a whole host of tools that are included in the package. Google has a great resource with a lot of tutorials and walkthroughs. You can find that here:

https://support.google.com/a/users

They also maintain a special help site with tutorials, courses, and tools just for teachers. You can find those here:

https://teachercenter.withgoogle.com

Google Drive and Drive File Stream

Because you'll be using Google Drive, accessed through Drive File Stream (GDFS), as your file storage location, I wanted to send out some instructions on how to get that set up on your school desktop/laptop. We have a few good knowledgebase articles about GDFS and how to use it, and I wanted to share those:

• Signing into Google Drive File Stream
• Google Drive File Stream Basics
• File Explorer says my G: drive isn't available

In fact, if you have any kind of issue, our knowledgebase can be a good place to start. We have a bunch of how-tos and solutions for common tasks and problems there, and if one of them addresses your issue, you might be able to get it fixed right away, without even having to wait for a reply. You can find the knowledgebase at the helpdesk website:

https://tech.eccss.org/kb/index.php