{"id":27974,"date":"2021-02-24T10:55:33","date_gmt":"2021-02-24T18:55:33","guid":{"rendered":"https:\/\/www.iths.org\/ctms\/?p=27974"},"modified":"2021-02-24T10:55:33","modified_gmt":"2021-02-24T18:55:33","slug":"zendesk-guide-for-study-teams","status":"publish","type":"post","link":"https:\/\/www.iths.org\/ctms\/news\/zendesk-guide-for-study-teams\/","title":{"rendered":"Zendesk Guide for Study Teams"},"content":{"rendered":"<p><strong>Zendesk Guide<\/strong> is a communications management tool that provides a dedicated space for study teams to track communications with central research offices, including CTMS Program Office, UW Clinical Trials Office (CTO) and UW Clinical Research Budget &amp; Billing (CRBB). Central research offices have been using Zendesk to manage communications since July 2020 (CTMS Program Office) and October 2020 (UW CTO\/CRBB). <strong>Zendesk Guide<\/strong> for study teams was launched December 2020.<\/p>\n<p><strong>Zendesk Guide<\/strong> may help study teams by:<\/p>\n<ul>\n<li>Assigning ticket numbers to communication exchanges for improved tracking<\/li>\n<li>Bringing visibility to ticket statuses, research workflows and pending respondents<\/li>\n<li>Allowing users to add additional comments and\/or attachments<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Using <strong>Zendesk Guide<\/strong> is optional. Study teams may use their usual email platforms to communicate with central research offices.<\/p>\n<h4>Accessing Zendesk Guide<\/h4>\n<p>Zendesk Guide accounts are automatically created during communications with <a href=\"mailto:ctms@fredhutch.org\">CTMS@fredhutch.org<\/a> and\/or <a href=\"mailto:crbb@uw.edu\">CRBB@uw.edu<\/a>, <a href=\"mailto:uwcto@uw.edu\">UWCTO@uw.edu<\/a> or <a href=\"mailto:rrrprice@uw.edu\">RRRPRICE@uw.edu<\/a>. If you are accessing Zendesk Guide for the first time, please complete the additional registration steps below.*<\/p>\n<p><a href=\"https:\/\/iths.createsend1.com\/t\/i-l-mtdtttt-l-k\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-27979\" src=\"https:\/\/www.iths.org\/ctms\/wp-content\/uploads\/sites\/11\/2021\/02\/zendesk-guide-registration.png\" alt=\"\" width=\"695\" height=\"227\" srcset=\"https:\/\/www.iths.org\/ctms\/wp-content\/uploads\/sites\/11\/2021\/02\/zendesk-guide-registration.png 300w, https:\/\/www.iths.org\/ctms\/wp-content\/uploads\/sites\/11\/2021\/02\/zendesk-guide-registration.png 1024w, https:\/\/www.iths.org\/ctms\/wp-content\/uploads\/sites\/11\/2021\/02\/zendesk-guide-registration.png 768w, https:\/\/www.iths.org\/ctms\/wp-content\/uploads\/sites\/11\/2021\/02\/zendesk-guide-registration.png 700w, https:\/\/www.iths.org\/ctms\/wp-content\/uploads\/sites\/11\/2021\/02\/zendesk-guide-registration.png 1343w\" sizes=\"auto, (max-width: 695px) 100vw, 695px\" \/><\/a><\/p>\n<p><em>* Email <a href=\"mailto:CTMS@fredhutch.org\">CTMS@fredhutch.org<\/a> for the Zendesk Guide link. Recommended browsers include Google Chrome, Microsoft Edge or Firefox.<\/em><\/p>\n<p>A <a href=\"https:\/\/iths.createsend1.com\/t\/i-l-mtdtttt-l-m\/\">Zendesk Guide User Manual<\/a> is available on the <a href=\"https:\/\/iths.createsend1.com\/t\/i-l-mtdtttt-l-c\/\">CTMS Documents and Videos website<\/a> <em>(OnCore CTMS login required)<\/em>. Please contact <a href=\"mailto:CTMS@fredhutch.org\">CTMS@fredhutch.org<\/a> or 206-667-2868 for additional assistance.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Zendesk Guide is a communications management tool that provides a dedicated space for study teams to track communications with central research offices, including CTMS Program Office, UW Clinical Trials Office (CTO) and UW Clinical Research Budget &amp; Billing (CRBB). Central research offices have been using&#8230;<\/p>\n","protected":false},"author":3933,"featured_media":27975,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-27974","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"_links":{"self":[{"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/posts\/27974","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/users\/3933"}],"replies":[{"embeddable":true,"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/comments?post=27974"}],"version-history":[{"count":25,"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/posts\/27974\/revisions"}],"predecessor-version":[{"id":28005,"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/posts\/27974\/revisions\/28005"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/media\/27975"}],"wp:attachment":[{"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/media?parent=27974"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/categories?post=27974"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.iths.org\/ctms\/wp-json\/wp\/v2\/tags?post=27974"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}