Help Desk Done Right - Follow-up Q & A

Mary Grace Davis

Thank you to everyone who joined us yesterday for our Blackbaud CRM Success Session: Help Desk Done Right!  I hope you were able to take away a few ideas to make your own internal Blackbaud CRM Help Desk more successful.  Many thanks to our presenters:

• Jeff Bauer, Florida State University Foundation
• Teresa Condon, Boy Scouts of America
• Dan Bourg, World Wildlife Fund

If you were not able to attend yesterday, you may still register and watch the recording on-demand.  You can also access a PDF version of the slide deck in the "Resources" section of the recording. 


There were a couple questions in the Q&A that we were unable to get to yesterday, so our speakers have graciously answered those questions below:

Q: In this new world of increased data protection (GDPR, etc.), what are you doing to remind your end-users to adhere to the new stringent data protection rules/policies?

• BSA: We do extensive training in this area and are continually auditing to ensure compliance.
• FSU: We are using the new Blackbaud CRM GDPR solicit code "machinery," in addition to a custom BBIS page, to control EU citizen GDPR status.  We sent out a mailing last year right before the GDPR deadline (which was the last time we were able to solicit them without their approval).  We set the GDPR solicit codes based on those results and our Data Management staff keeps track of making sure they are set correctly for EU citizens going forward.
• WWF: We identify EU citizens based on email address domains and addresses and have pulled them from active solicitation.  Additionally, we ensure that all acknowledgement letters that go out to EU citizens do not contain any fundraising language whatsoever.  We follow this up with segment audits to ensure that our exclusions and solicit codes are doing their jobs.

Q: For presenters using cloud-based ticketing solutions, are there additional costs associated with being hosted in the cloud?

• FSU: Our maintenance fee pays for our hosting on Atlassian's servers for our helpdesk software.  The only other additional cost would be the labor needed to create the individual projects, but I consider that a wash since, by rolling in new departments, we are making the process of supporting Blackbaud CRM more efficient.
• WWF: Our helpdesk system, Zendesk, is also cloud-based and carries an annual subscription fee. 

Please feel free to keep this conversation going with comments and/or questions below! 
We also welcome your suggestions for future Blackbaud CRM Success Session topics - let us know what you'd like to learn more about to make your organization more successful with your Blackbaud solutions!