COMMUNICATION
There are a variety of communication avenues the News & Interactive Division uses to provide updates and information to our newspapers.
Weekly newsletter
Every Wednesday, the division sends out a newsletter that offers updates on online development, GateHouse News Service products, upcoming training and more.
Daily News Service budget
By early afternoon, Monday through Friday, the GateHouse News Service produces a budget of timely content.
Niche products
Through the GateHouse News Service you can find a schedule for all niche products we have for that year.
ZENDESK
If you have technical problems or questions with your website, use ZenDesk for immediate support by visiting gatehouse.zendesk.com. Support for more content-related and strategic items can be directed to personnel on Page 11.
Here are a few examples of technical needs and questions that ZenDesk is set up for:
Retail site and content management system loading issues and slowness, online classified site management issues, domain requests, all vendor issues, video tributes, analytic reports and Zope user-management questions. Use our support ticket system to get issues for your website resolved.
Here’s how it works:
- Those who submit a ticket should expect to learn within an hour who is handling their ticket.
- Tickets are handled by News & Interactive personnel in an effort to get tickets in the hands of content and technical experts who can address your specific needs. Many of those experts will be calling to discuss your ticket when the topic is more content- or strategy-related and not a technical request.
- Once a ticket is submitted, if training materials are available, such as informational sheets or how-to videos, staff will provide those documents when it’s noted who will be handling the ticket.
- In an effort to continue to improve the ticket system, once a ticket is resolved, each submitter can take a five-question survey at the bottom of the ticket that will provide useful feedback.
What makes an issue an emergency ticket?
GateHouse Media online support is available (in the office) from 9 a.m.-6 p.m. Eastern, Monday through Friday. An emergency ticket should be an issue that is halting your ability to produce content or is keeping your users from accessing your retail site.
Urgent tickets are addressed immediately, as long as they meet the criteria noted above.
COMMUNICATION
There are a variety of communication avenues the News & Interactive Division uses to provide updates and information to our newspapers.
Weekly newsletter
Every Wednesday, the division sends out a newsletter that offers updates on online development, GateHouse News Service products, upcoming training and more.
Daily News Service budget
By early afternoon, Monday through Friday, the GateHouse News Service produces a budget of timely content.
Niche products
Through the GateHouse News Service you can find a schedule for all niche products we have for that year.
ZENDESK
If you have technical problems or questions with your website, use ZenDesk for immediate support by visiting gatehouse.zendesk.com. Support for more content-related and strategic items can be directed to personnel on Page 11.
Here are a few examples of technical needs and questions that ZenDesk is set up for:
Retail site and content management system loading issues and slowness, online classified site management issues, domain requests, all vendor issues, video tributes, analytic reports and Zope user-management questions. Use our support ticket system to get issues for your website resolved.
Here’s how it works:
- Those who submit a ticket should expect to learn within an hour who is handling their ticket.
- Tickets are handled by News & Interactive personnel in an effort to get tickets in the hands of content and technical experts who can address your specific needs. Many of those experts will be calling to discuss your ticket when the topic is more content- or strategy-related and not a technical request.
- Once a ticket is submitted, if training materials are available, such as informational sheets or how-to videos, staff will provide those documents when it’s noted who will be handling the ticket.
- In an effort to continue to improve the ticket system, once a ticket is resolved, each submitter can take a five-question survey at the bottom of the ticket that will provide useful feedback.
What makes an issue an emergency ticket?
GateHouse Media online support is available (in the office) from 9 a.m.-6 p.m. Eastern, Monday through Friday. An emergency ticket should be an issue that is halting your ability to produce content or is keeping your users from accessing your retail site.
Urgent tickets are addressed immediately, as long as they meet the criteria noted above.
