Thalia Customer Support via the RT Queue
All communication with the customer goes through the RT Queue. Issues escalated from the Help Desk will come to you via the RTqueue.
Things to know:
- dongq and colodzin are Thalia's developers. Consult with them about hard questions.
- Do not assume the answer to the support question is slam/dunk. Those were answered by the Help Desk. Thalia can be deceptively complicated.
- Avoid, as much as possible, delving into the customer's domain to solve support issues. Data you accidently delete cannot be restored.
- When you do work in a customer's domain, close your browser tab as soon as you have finished it. Random key strokes can delete the cutomer's data.