Introduction to TSSO Employee Support System (TESS)

What is TESS CHAT?

TESS CHAT is another way for employees to contact TESS. It’s just like calling TESS, except your conversation with TESS Agents/Scheduling Team happens by using online chat functionality instead of talking over the phone. You can use TESS CHAT to cancel your shift, ask a scheduling question, or ask anything you would normally call TESS or speak to a Supervisor about.

How do I access TESS CHAT?

You can access TESS Chat from your phone, home computer, or the internet café on site (*).
Go to: https://norcsupport.zendesk.com/ and click on the widget in the lower Right corner. The widget will always be available even when a scheduler is not live.

(*) We’d rather you not use TESS CHAT while working at your station, but if you do, please make sure you are clocked to break.

FAQ’s and Announcements

TESS also offers articles on policies and FAQs that are easy to access. This area provides detailed information that answers many of the questions that come into TESS.

FAQs: How to articles for frequently asked questions
Announcements: Broadcast messages that are easy to access offering crucial and new information that keeps you up to date on current events with TSSO
- Announcements that could be posted include new project sign up requests, notice of upcoming trainings, events happening in TSSO or NORC
You can access these areas by clicking on the FAQ or Announcement sections on the TSSO Employee Support System home page

TSSO Employee Support System

FAQ View

Announcement View

How do I use TESS CHAT?

It’s easy to find and chat with a Scheduler or Supervisor. Visit the TSSO Employee Support System, look for the Chat widget in the bottom right corner and follow the prompts in the Chat bubble.

Follow these steps to start a new TESS Chat:

Username: lastname-firstname@norc.org (NORC assigned Email address)
Password: 1firstname
- If your first name is less than 7 letters, you will add 0’s up to 7 characters
- If your first name is more than 7 letters, no 0’s should be added

Example:

Click on the widget in the bottom right-hand corner of the page:

Follow the prompts in the Chat window, providing the information being requested to start your chat.
- If you send a chat message outside of normal hours, you will be asked for your full name and your email address followed by a message letting you know we are offline.
  - Enter your full name, then click the next button.
  - Enter your email address, then click the next button.
  - Enter your request/message in the Type a message box, then click the send button.
  - An email will be sent to the email address provided when a scheduler becomes available.
- If it is within normal business hours, you will be asked for more details to start the chat. Enter in all requested information so we can help you faster.
  - You will be asked to provide your Full name, NORC ID, site location, and if you are WFH or WOS.
  - After each entry, you will need to click Next to populate the next set of questions.
  - Begin typing your request or question in the Type a Message box, then click the send button.
  - TESS Chat will connect you with a live scheduler. Please be patient while we reply to your chat.

Chat Example

Schedulers can assist in many ways. Here is an example of a chat:

Submit a Ticket

TESS also offers request submissions, similar to what you may send us in email to make a request. You can use this in place of sending an email to TESS@norc.org. Request sent through this method typically won’t require a response back to you. Some examples would include:

Canceling a shift
Requesting time off
Requesting PSL
Informing TESS of late arrival or leaving early

How do I submit a request/ticket?

At the top right corner by the Menu, click on Submit a Request

Fill out all relevant fields in the standard form:
- Your email address (can be NORC email or personal)
- Full Name
- NORC ID Number
- Site location
- WFH or WOS
- Subject
- Description of Request
- Attachments (Optional)