Create Service Desk Articles to Provide Clear Support

Implementation Guides Overview

Implementation requires careful strategic planning, communication, and promotion. The Implementation Guides provide useful and valuable information for effective and successful implementation.

The Implementation Guides Overview provides information that is essential to utilizing Pathify Implementation Guides. It is advised to begin with The Implementation Guides Overview before proceeding.

In this article:

Guide Overview

Goal

Provide users with support contact information for portal use and mobile app use.

Objectives

  • Portal Admin should create a Service Desk Article.
  • Portal Admin should create a Mobile App Preview Article.

Outcome

  • Clear understanding of support available regarding portal use.
  • Clear understanding of support available regarding mobile app use.

Create a Service Desk Article

Use the template below to create a help article for [the institution's Portal Name] on the Service Desk site.

What is [Portal Name]?

[Portal Name] is your one-stop-shop connecting you with the systems, information, communities, and updates you’ll need to succeed at [Institution Name].

[Portal Name] will help you:

  • Access [SIS], [LMS], [Email], and other everyday systems 
  • Receive key notifications from [SIS], [LMS], and [Other Systems]
  • Keep updated on announcements and alerts relevant to you
  • Easily find staff, systems, communities, resources, and more
  • Connect with department, service, and organizational communities
  • View and complete your most important to-dos
  • Join on-campus and virtual events 

You can access [Portal Name] at [URL] or download the [Portal Name App] in the Apple App Store or Google Play Store.

If you have questions about [Portal Name], please contact [contact details for best contact at Institution / Institution service desk] or click the Help button on [Portal Name].

If institution has produced its own video, we recommend inserting it here.

Pathify

[Portal Name] is powered by a popular student portal and mobile app platform called Pathify.

If you’re looking for help on how to use [Portal Name], you can visit the Help Center, or contact [contact details for best contact at Institution / Institution service desk].

Create a Mobile App Preview Article

Use the template below to create a help article for [the institution's Mobile App Name] on the Service Desk site.

App Preview Information

[Mobile App Name] is your one-stop-shop connecting you with the systems, information, communities, and updates you’ll need to succeed at [Institution Name].

[Portal Name] will help you:

  • Access [SIS], [LMS], [Email], and other everyday systems 
  • Receive key notifications from [SIS], [LMS], and [Other Systems]
  • Keep updated on announcements and alerts relevant to you
  • Easily find staff, systems, communities, resources, and more
  • Connect with department, service, and organizational communities
  • View and complete your most important to-dos
  • Join on-campus and virtual events  

If you have questions about [Mobile App Name], please contact [contact details for best contact at Institution / Institution service desk] or click the Help button on [Portal Name].

In addition to the above language, the Pathify team also provides branded mobile and tablet images of your institution’s app for the Apple App Store and Google Play Store. 

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