What Do You Want in a Helpdesk and Ticketing System?
-
As the Sodium project continues to gain steam, our current focus is getting a ground breaking helpdesk and ticketing component out the door. We have some goals of our own, but we don't want to be designing in a vacuum, either. What features do you like from other systems. What don't you like. What do you wish was out there but you can't find? What would make for the most amazing helpdesk and ticketing platform of all time?
-
email integrated. Users and support staff can create/update/close tickets via email.
Include attachments.
ticket status reminders - remind support staff if a ticket hasn't been worked on after x amount of time. -
Merging and splitting tickets
-
@hobbit666 said in What Do You Want in a Helpdesk and Ticketing System?:
Merging and splitting tickets
I always forget about this, but that's huge.
-
Private support person notes area.
-
Company user list - similar to the hardware list already gathered by Salt.
-
A way to use the data in the tickets to populate a Database for each client. (We use Onenote to keep client data in and OS ticket for ticket information people rarely remember to move important info from tickets to the OneNote for the client).
-
@minion-queen said in What Do You Want in a Helpdesk and Ticketing System?:
A way to use the data in the tickets to populate a Database for each client. (We use Onenote to keep client data in and OS ticket for ticket information people rarely remember to move important info from tickets to the OneNote for the client).
How about a Client/user info DB. This goes in with my user list, but would add a client option there. Depends if the goal is MSP style or single company style.
-
@dashrender said in What Do You Want in a Helpdesk and Ticketing System?:
@minion-queen said in What Do You Want in a Helpdesk and Ticketing System?:
A way to use the data in the tickets to populate a Database for each client. (We use Onenote to keep client data in and OS ticket for ticket information people rarely remember to move important info from tickets to the OneNote for the client).
How about a Client/user info DB. This goes in with my user list, but would add a client option there. Depends if the goal is MSP style or single company style.
That would work.
-
ability to Import / Export
- users
- Tickets
-
Reports that actually give you a choice on the data you want out of a ticket.
-
@minion-queen said in What Do You Want in a Helpdesk and Ticketing System?:
@dashrender said in What Do You Want in a Helpdesk and Ticketing System?:
@minion-queen said in What Do You Want in a Helpdesk and Ticketing System?:
A way to use the data in the tickets to populate a Database for each client. (We use Onenote to keep client data in and OS ticket for ticket information people rarely remember to move important info from tickets to the OneNote for the client).
How about a Client/user info DB. This goes in with my user list, but would add a client option there. Depends if the goal is MSP style or single company style.
That would work.
my thinking would be that when you search a client or a user, all tickets would go along with it. Of course if you want less ticket, and more just a note, I suppose a button could be added to the ticket that makes the current viewed thing in the ticket added as a note under the client/user instead of the whole ticket.
-
@minion-queen said in What Do You Want in a Helpdesk and Ticketing System?:
Reports that actually give you a choice on the data you want out of a ticket.
Wouldn't this only work on discreet data? I mean I suppose you could search the tech note for keywords, but that's only so useful unless all the techs use the same terminology.
-
Agreed -
A way to create / import
- Ticket type
- Issue summary
- problem description based on Issue Summary
Things like a New / Term Employee / VM, Desktop/Laptop, are 'the same' regardless of who what when... I like to use Issue summary like
New AD Account: (UserName)things like this help with generating a solid report - yes, this is part of the customization .. but still.
-
SSO for users.
Simplicity and log collection on ticket creation from device.
-
Device Field
Users move around - nice to know what device I need to look wout without digging through the ticket to much.. but - that is more of a maybe that a need.
-
These are all great points! Keep them coming, the more we know, the better our product can be.
-
I've had a small wishlist since SW that they never took advantage of, them bastards.
This might be expanding the scope of the project, but I definitely think that asset management needs to be tied into the helpdesk for the reason that the IT department would then be collecting a history of that device. "This device has failed x many times within y many months because of z. It needs to be replaced."
Also, parts management. How many monitors have been replaced, to what departments, for how much cost? Tie that part management to the ticket, deduct it from parts management, and receive alerts as to when parts fall below a certain threshold and needs to be reordered, similar to stock in a store.
Self-service portal with customize-able pages for users to self-submit tickets of common tasks that requires specific information, such as on-boarding/off-boarding (but not waterboarding ;-)). Needs to also contain clickable links to items either within the system or on the network. It would be even better if permissions could be applied based on user/group accounts, tied either through AD/LDAP or within the system itself.
-
@nerdydad said in What Do You Want in a Helpdesk and Ticketing System?:
I've had a small wishlist since SW that they never took advantage of, them bastards.
This might be expanding the scope of the project, but I definitely think that asset management needs to be tied into the helpdesk for the reason that the IT department would then be collecting a history of that device. "This device has failed x many times within y many months because of z. It needs to be replaced."
Also, parts management. How many monitors have been replaced, to what departments, for how much cost? Tie that part management to the ticket, deduct it from parts management, and receive alerts as to when parts fall below a certain threshold and needs to be reordered, similar to stock in a store.
Self-service portal with customize-able pages for users to self-submit tickets of common tasks that requires specific information, such as on-boarding/off-boarding (but not waterboarding ;-)). Needs to also contain clickable links to items either within the system or on the network. It would be even better if permissions could be applied based on user/group accounts, tied either through AD/LDAP or within the system itself.
Umm why not???
-
Device history at a glace - some sort of tie in to hardware issues based on ticket details or header.
IE: Trackpad not working My trackpad has stopped working again History: Note: Last time had to provide updated drivers
