1. Instructions for MSCCoC MIS Help Desk Community Alliance for the Homeless MSCCoC MIS Department Paula May, MIS Reports and Systems Administrator | Email: paula@cafth.org 44 N. Second Street | Memphis, TN 38103 | 901.527.1302 | Ext. 307| Fax: 901.527.1308

2. Receive the Email from MSCCoC Help Desk Click the Link shown below on the Email

3. Create Your Password Example of a Acceptable Password: 44Cafth!! Remember your User Name

4. VERY IMPORTANT! Before submitting your password, make a note of your User Name AND Your Password. THEN click “Set Password”! Set up is now complete! Once you log in, you can then submit a trouble ticket, or just hang out at the Help Desk.

5. HOW TO SUBMIT YOUR FIRST TICKET Log into the Help Desk at https://msccocmis.zendesk.comhttps://msccocmis.zendesk.com Put in you user name and password that you dutifully wrote down as instructed. You are now at the Help Desk. In the upper right hand corner, you will see your name. There is a button to click to “Submit a request” (red arrow). Click that to submit your ticket. Please notice that there is also a pulldown at your name that allows your to go to your Activities page (green arrow) that will discussed later.

6. Now choose Your Ticket Type from the Pulldown Menu

7. Fill Out the Ticket Form Following the Highlighted Requirements.

8. Click Submit!

9.  After clicking “Submit”, you will be sent to your Activities Section where you can review one, or ALL of your previous ticket requests, and their status. You will also receive a confirmation email that your request has been received, and when assigned, an additional email will be sent telling you which agent has been assigned to your ticket.  To revisit this area, you can choose it from the pulldown by your name. To return to the “Welcome Screen” at any time, just click the MIS Logo in the upper left corner.

10. Your Welcome page contains a lot of information! Read Articles, Recent Announcements, as well as our FAQs… ALL on the “Welcome Page”

11. Things You Should Know 1.How to Reset Your Password Check your email address, and if correct, click submit. Click “Forgot my password.

12. Things You Should Know 1.How to Reset Your Password (continued) Check your Email and Click the Link Shown below. Please note that the email will be from MSCCoC MIS Help Desk, NOT from an individual at MIS. Check in your Junk Folder if the email does not go directly to your inbox.

13. Things You Should Know 1.How to Reset Your Password (continued) Enter a new password following the same criteria set out for the password requirements on initial set-up checked in red below. Click “Change Password”. Write your new password down!

14. Things You Should Know 2.When to respond to an existing ticket, and when to start a new ticket. a)Once you have been notified that your ticket has been marked “Solved”, please DO NOT comment any further on the ticket, UNLESS it has NOT been solved. Commenting on a “Solved” ticket reopens your request. While we love to get “Thank You’s”, we ask that you do not send them along when a ticket is solved. b)Please do not start another ticket from a previously submitted ticket. Each request must be on a separate ticket. c)You do NOT have to log in to the help desk to respond to an email from the help desk. You may reply to your email directly from your email program. Everything is logged into the system.

15. Tanyce A. McCray-Davis, MIS Director/HMIS Administrator Community Alliance for the Homeless MSCCoC MIS Department 44 N. Second Street | Memphis, TN 38103 901.527.1302 ext. 302 | Fax: 901.527.1308 Email: tanyce@cafth.orgtanyce@cafth.org Tara Austin, Sr. MIS Specialist Community Alliance for the Homeless MSCCoC MIS Department 44 N. Second Street | Memphis, TN 38103 901.527.1302 ext. 305 | Fax: 901.527.1308 Email: tara@cafth.orgtara@cafth.org Paula May, MIS Reports and Systems Administrator Community Alliance for the Homeless MSCCoC MIS Department 44 N. Second Street | Memphis, TN 38103 |901.527.1302 ext. 307 | Fax: 901.527.1308 Email: paula@cafth.orgpaula@cafth.org Maxine Moses, MIS Special Projects Community Alliance for the Homeless MSCCoC MIS Department 44 N. Second Street | Memphis, TN 38103 901.527.1302 ext. 311 | Fax: 901.527.1308 Email: maxine@cafth.orgmaxine@cafth.org Donna Cash, MIS Special Projects Community Alliance for the Homeless MSCCoC MIS Department 44 N. Second Street | Memphis, TN 38103 901.527.1302 ext. 312 | Fax: 901.527.1308 Email: donna@cafth.orgdonna@cafth.org