Many clients express confusion about when to use Basecamp versus the Help Desk to communicate requests. Here is the easiest explanation:
Basecamp is a web-based project management tool used by BI staff and clients. It is specifically for managing Projects (i.e. website, LFU, Blog, Marketing package) when they are in development. If you want to communicate and share images, content, questions, etc. for a specific Project then Basecamp is the place to do it, and in the specific thread that was set up for that particular Project.
2. Help Desk
The Help Desk is a customer service platform that includes ticketing, self-service options, and customer support features. You use the Help Desk to request changes, get help, or report problems once your Project has already launched and is "live".
The Help Desk is also the "help center" for BI. Do you have questions about starting a new project (i.e. a Blog)? Then yes, ask the Help Desk and we can find the right person to get you started with that new project. Do you have a general question about services, how something works, or how to get in touch with someone? Then yes, the Help Desk is the right place to go. That's because when you submit a request through the Help Desk the request is immediately logged and tracked until it is "resolved". If you submit a request through Basecamp, it might not necessarily get to the correct person if that person is not part of the Project thread that you submitted your question in.