About the LOG Helpdesk

The Log Helpdesk is based on an open source solution (OsTicket). It was launched in September 2021 as a pilot with the Biomed Service Unit, providing regional and HQ support to operations. The tool was then deployed in February 2022 for all Log Technical Families (except Watsan and ICT), for regional and HQ support.

The helpdesk is the third pillar of Sherlog. It aims at replacing the current support line (usually provided through emails) with an agile system. This is a whole other dimension on Sherlog, as it completes the global support tool for the LOG community, whether it is to find reference documentation (in the Knowledge Base), ask options/advices through the community or asking a formal request support through the Helpdesk.

Scope

HQ & Regional support (Log Support Unit)

The initial intent of the Log Helpdesk was to be used solely for the regional and HQ support teams (Log Support Unit). The helpdesk is thus in place for support requests that can not be managed within a mission, i.e. when reaching out to the Regional & HQ support teams - LogCells, Regional Logs and Technical Teams (HQ & regional referents, specialists & MIOs).

Mission-based support

However, as the tool was being introduced various missions have expressed their interest to user the tool for mission-based support (provided by the coordination) and has been deployed to a couple of missions: A support request that is submitted from any of the missions above will be first assigned to the mission's coordination support team. If the coordination team requires support from the HQ & Regional support teams, they can transfer the request to the dedicated technical Log Support Team within the same tool.
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Cold chain breakdown support

In late 2024, the helpdesk was introduced to our medical colleagues for cold chain breakdown support, which is a collaboration between the HQ and Regional Pharma and HVAC teams. Since then all cold chain breakdowns are reported through the webform where staff (mainly pharma positions) can details the setting of the breakdown.

How can you use it?

It is an agile system aiming at replacing our current (email-based) technical support system. Obviously the helpdesk doesn't aim at replacing the more closeup support done by phone.

It provides: Through the web interface anyone can connect with their MSF credential. There are 2 types of users:
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Submitting a new support request

There are 2 ways to submit support requests:

Webform

Requesters can submit their support requests using the webform. The form consists in selecting first the Help Topic (ie. Medical Equipment, Energy, Log HR, Track My Stuff, ...), and filling in the topic-specific extra fields. The screenshot below shows how the form looks like for Medical Equipment support.
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Once the request details are filled in and the request is created, it will be assigned to the dedicated support team. The assignment is generally defined by the selected Help Topic, and, in some instance, by the extra fields. For instance, in the case of Medical Support, the requester can specify if the request relates to a "spare part order" or a "technical request", and based on that choice a dedicated agent will be assigned.

Once the request is created, the requester can continue to exchange messages via email by replying to Helpdesk-generated notifications or use the page dedicated to the request on the Helpdesk where all exchanged messages are recorded.

Advantages Disadvantages

Email

Requesters can submit their support requests by email. To use the email option, requesters will need to use the dedicated email support accounts per technical support topic as listed below instead of the nominative accounts of the support teams (Log Support Unit teams). 

Once the request is sent, it will be assigned to the dedicated support team based on the selected email address. Once the request is created, the requester can continue to exchange messages via email by replying to Helpdesk-generated notifications or use the page dedicated to the request on the Helpdesk where all exchanged messages are recorded.

Mission-based helpdesk: These emails also work for mission-based helpdesk and requests sent to any of these email addresses will sent to the coordination support team and assigned to the dedicated technical support agent.

Advantages Disadvantages

Accessing and using the Helpdesk

Log into the portal in a click & Access your dashboard of support requests
To log into the portal, simply use your MSF credentials.
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Field Logs

Once logged in, you will be able to view all the support requests you've submitted or the ones you've been CC'ed in. You can track the currently open requests that are under resolution but also access all the ones that are now closed.
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LogCos, Regional Logs LogCells & LSU Technical team members

Once logged in, you will access the support side of the portal which gives you an overview on all the open and closed support requests you’re included in.

Whether they are created via email or via the portal, you will be automatically looped in all support requests that have been initiated from your overseeing projects and mission(s). All these support requests will be listed in your dashboard.

This means that won’t lose track of any support request and that, if necessary, you can join the conversation or take action (assign it to someone, resolve it, reply to the requester).

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We’ve minimized the amount of email notifications you’ll be receiving from the system; you will only be notified if someone requests your attention by specifically mentioning you in a request.

Find here some user guides for the Log Helpdesk. 

If you have any question or feedback on this system, please contact [email protected].