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Zelos Community Helpdesk - Launch community helplines in less than 2 days!
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Our solution is composed by 3 elements: a community web form, a ticket admin panel, and a volunteer task manager.
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The helpline signup process generates and links the community web form and ticket admin panel with a Zelos volunteer management account.
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The admin ticket panel can reject, assign or self-assign tickets because resource allocation is key during crises.
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The ticket system can be used via the community auto-generated webform, or through an operator that enters the help requests manually.
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The volunteer manager works on phone and desktops so volunteers can be reached everywhere.
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Volunteers don't have to interact with the ticket system, and only are notified when they are needed.
The problem Zelos Community Helpdesk solves
As COVID-19 isolated senior citizens and people with chronic illnesses, communities around the world started looking for ways to connect them with volunteers who could provide personal assistance in non-urgent tasks - such as doing their shopping, delivering food bank packages, walking their pets, or connecting over phone calls to ease psychological stress.
Zelos Community Helpdesk is a simple way to collect help requests from community members. It is a turnkey solution that can be launched instantly in any location without complex technical setup. With Community Helpdesk, all tasks are moderated, so no bad requests are sent to your volunteers.
What Zelos Community Helpdesk brings to the table
With Zelos Community Helpdesk, you can focus on fulfilling the current needs of your community and make a bigger impact. By seamlessly connecting aid requests with volunteers, Zelos Community Helpdesk allows you to:
- Onboard 1,000+ volunteers in less than a week via a friendly app.
- Receive and triage tickets from Day 1 of operation.
- Setup in 48 hours.
- Reduce workload on emergency services by outsourcing non-urgent tasks to volunteers.
- Ensure at-risk groups respect quarantine measures by offering them assistance.
- Make the volunteer cycle a single process, covering from help request to the confirmation of a completed task.
- Reduce admin work and integrating volunteer and community interfaces.
- Spend less time checking different apps and more time prioritizing tasks to be done.
How it works
Zelos Community Helpdesk is a solution composed by 3 apps working together, which is a product of our years of experience in the field of volunteering: -Zelos Community Helpdesk community web form receives help requests. -Zelos Community Helpdesk admin panel validates and triages help requests. -Zelos Team Management workspace sends and manages volunteer tasks.
What we did during this weekend
Tech Development
- Improved the front-end of the Community Helpdesk app.
- Created Community Helpdesk Manager that allows to easily set up and launch Community Helpdesk instances.
- Launch of the Community Helpdesk Manager as a public service at https://zelos.help.
Marketing
- Created a product page in https://www.getzelos.com/zelos-community-helpdesk.
User Onboarding
- Created a set of written instructions for easy install.
- Launch of zelos.help, our Community Helpdesk frontpage.
The solution’s impact to the crisis
We have successfully launched in Estonia, Latvia and Philippines.
- In our first launch, we onboarded over 1,000 volunteers in 24 hours.
- We won the 1st place at the first #HackTheCrisis in Estonia.
- We placed 5th in #HackTheForce Latvia which was organized by TechChill.
- We were in the Top 10 startups in the Solidarity track of #TheGlobalHack.
But best of all, we have helped communities by helping volunteers to know what, when, and how they can help.
What we need in order to continue
Our hackathon goals were clear:
Based on our previous prototypes, launch a web app that can be set up by anyone without technical skills.
Improve usability so Zelos Community Helpdesk can be used for purposed beyond the current COVID-19 crisis.
The value of Zelos Community Helpdesk after the crisis
Zelos Community Helpdesk enables community, government and service teams to build productive volunteer workflows that encourage productivity in the crisis and beyond. Our partner in the Phillippines is using our solution to create their own seed delivery workflow, for example.
Here are other exciting ideas to use the Zelos Community Helpdesk beyond COVID-19:
- Offer counselling services to women and youth at-risk.
- Connect teenagers with mentors for career advice.
- Manage food bank deliveries for more reach and efficiency.
- Crowdsource materials and PPE in case of natural disasters.
- Find volunteers to fill shifts in shelters.
Zelos is ready to support all kinds of communities worldwide. whether they are run by nonprofits, grassroots or the government; or they have 50 or 50 000 volunteers, Zelos is ready to help make a positive impact.
URL to prototypes
Prototype Screenshots
Community Helpdesk admin signup page, created during the EUvsVirus Hackathon.
During the Community Helpdesk, admins link a Zelos Team Management account with their new Community Helpdesk. This generates a community helpdesk web form and a ticket admin panel.
Zelos verifies the helpline purpose in less than 24 hours, proceeding to activate it.
People at risk can submit tickets to the Community Helpdesk web form or a call center operator enters it for them.
Admins can reject tickets, accept them, send it to volunteers, and mark them as solved.
Built With
- javascript
- vue
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