How have other courts set up their help desk?
Texas Western has one Sprint 800 number set up in their San Antonio office to answer CM/ECF user questions. The help desk is staffed by two people who if unable to answer the question will forward the call to the appropriate department (e.g., systems or case management). Alaska has a dedicated cell phone number for general ECF questions or problems with document filings during regular business hours (Monday through Friday, 8:30am to 4:30pm). The responsibility of answering the calls is split among two staff members. The court has also provided users with the phone numbers of the systems staff for questions regarding the system availability, and hardware or software. Virginia Eastern has an 800 number set up to answer calls in addition to an on-line support tool created by RightNow Web. The on-line support tool stores questions and answers in a searchable database that is accessed off their website. For more information on the product please refer to their website at http://www.rightnow
