If you could design a custom helpdesk ...
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We used to get alot of bad tickets, but having proper categories really curbs this. We force the user to choose different categories, but we can also change them quickly if they use the wrong category
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@IRJ said:
We used to get alot of bad tickets, but having proper categories really curbs this. We force the user to choose different categories, but we can also change them quickly if they use the wrong category
Yeah, and having different forms for different categories also helps. So if someone can't get into their computer due to a password issue, if they select the "can't login" category, it gives them certain fields, whereas the "can't get online" category has other fields that are required.
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I think two separate similar ticket threads would do the trick. One that is based off category and one that is based off category and user location in AD.
That way you can see a trending problem in the same location if users don't categorize it correctly.
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@IRJ said:
I think two separate similar ticket threads would do the trick. One that is based off category and one that is based off category and user location in AD
Wait, what? What do you mean similar ticket threads? I'm guessing you don't mean threads on ML.
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@thanksaj said:
@IRJ said:
I think two separate similar ticket threads would do the trick. One that is based off category and one that is based off category and user location in AD
Wait, what? What do you mean similar ticket threads? I'm guessing you don't mean threads on ML.
We are talking about HelpDesk here, right? I meant tickets not ticket threads
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@IRJ said:
@thanksaj said:
@IRJ said:
I think two separate similar ticket threads would do the trick. One that is based off category and one that is based off category and user location in AD
Wait, what? What do you mean similar ticket threads? I'm guessing you don't mean threads on ML.
We are talking about HelpDesk here, right? I meant tickets not ticket threads
The possibilities for correlation and how to classify things is endless. User's OU in AD, their department, certain keywords, etc.
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@IRJ said:
@thanksaj said:
@IRJ said:
I think two separate similar ticket threads would do the trick. One that is based off category and one that is based off category and user location in AD
Wait, what? What do you mean similar ticket threads? I'm guessing you don't mean threads on ML.
We are talking about HelpDesk here, right? I meant tickets not ticket threads
And okay, that makes more sense...
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@Minion-Queen Ability to "spawn" a new ticket when customer tries to add new problem/project to existing ticket.
And of course work with all mobile platforms.
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Any good custom help desk would have a hot cup of coffee on my desk when I walk in... oh, wait. That's a minion. I want one of those.
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Minions i got, a good helpdesk I don't.
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@Minion-Queen said:
Minions i got, a good helpdesk I don't.
But you still have to get your own coffee.
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Sometimes I get her coffee...
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I need something can be very smart with rules to parse an email. Getting users to use a portal is an exercise in futility in my experience. So I just caved in and said to let it all come via email and categorize it myself after.
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jk
