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.



  • 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.



  • @minion-queen

    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


  • The ability to generate project or task lists from a ticket and tie it to the ticket.

    Is a self hosted/on premise version of Sodium going to be an option? We are a government contractor and we handle sensitive information, so something with a similar model to SW is not an option for us. You don't have to cater to us if the market does not support it, just asking.



  • @kelly said in What Do You Want in a Helpdesk and Ticketing System?:

    The ability to generate project or task lists from a ticket and tie it to the ticket.

    Is a self hosted/on premise version of Sodium going to be an option? We are a government contractor and we handle sensitive information, so something with a similar model to SW is not an option for us. You don't have to cater to us if the market does not support it, just asking.

    I'd fully support a fully on-prem model. Just need updates for hardware signature, etc.



  • @dashrender said in What Do You Want in a Helpdesk and Ticketing System?:

    email integrated. Users and support staff can create/update/close tickets via email.
    Include attachments.

    These things are just around the corner. It's already multi-user. And the email spot is there, just not plumbed, yet.

    We've been working on an attachment design that isn't just "attachments" but makes them a bit more powerful and useful than a more traditional helpdesk.



  • @dashrender said in What Do You Want in a Helpdesk and Ticketing System?:

    Private support person notes area.

    ALready there and working. ANd it is FAST. Ugly right now, but FAST.



  • @dashrender said in What Do You Want in a Helpdesk and Ticketing System?:

    Company user list - similar to the hardware list already gathered by Salt.

    Already there but having a glitch populating.



  • @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).

    So customer-based view of cumulative ticket data instead of a device-based view. Interesting.



  • @quixoticjustin 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?:

    Company user list - similar to the hardware list already gathered by Salt.

    Already there but having a glitch populating.

    Works on my computer ;). All joking aside yeah I really do need to take a look at it from your machine.



  • @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.

    Goal is both, possibly with different screens so that you aren't getting MSP data in your single user business environment when it would just be in the way. ALready tickets are assigned to clients and users, there will be more data about clients and businesses over time. It's there now, just very basic.



  • @quixoticjeremy said in What Do You Want in a Helpdesk and Ticketing System?:

    @quixoticjustin 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?:

    Company user list - similar to the hardware list already gathered by Salt.

    Already there but having a glitch populating.

    Works on my computer ;). All joking aside yeah I really do need to take a look at it from your machine.

    When it works currently it's the "write in" list rather than pre-filling from the selected customer.



  • @gjacobse said in What Do You Want in a Helpdesk and Ticketing System?:

    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.

    Already there, called "Asset".



  • @quixoticjustin said in What Do You Want in a Helpdesk and Ticketing System?:

    @gjacobse said in What Do You Want in a Helpdesk and Ticketing System?:

    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.

    Already there, called "Asset".

    Well the concept is already there. It isn't populating yet but will be very soon.



  • @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."

    Done 🙂

    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.

    That's interesting. That might be something that could be done. Would take a bit of research and design.

    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.

    This is in the plans already, but certainly not worked on yet. In the longer term, we plan to make many of these requests into workflows rather than just tickets. So the ticketing system might actually resolve the issue automatically rather than passing it on to the tech.



  • @quixoticjustin said in What Do You Want in a Helpdesk and Ticketing System?:

    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.

    This is in the plans already, but certainly not worked on yet. In the longer term, we plan to make many of these requests into workflows rather than just tickets. So the ticketing system might actually resolve the issue automatically rather than passing it on to the tech.

    Something similar to "I locked my account. Can somebody unlock me please?" would have the sodium find the email that sent it, searched for the user that the email account is tied to, lookup the username of account and execute a script unlocking the account within the authentication system?



  • @quixoticjustin 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).

    So customer-based view of cumulative ticket data instead of a device-based view. Interesting.

    In all reality an option when setting up the system to pick what you want. An MSP will want to most likely search by customer a single business by device.



  • @nerdydad said in What Do You Want in a Helpdesk and Ticketing System?:

    @quixoticjustin said in What Do You Want in a Helpdesk and Ticketing System?:

    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.

    This is in the plans already, but certainly not worked on yet. In the longer term, we plan to make many of these requests into workflows rather than just tickets. So the ticketing system might actually resolve the issue automatically rather than passing it on to the tech.

    Something similar to "I locked my account. Can somebody unlock me please?" would have the sodium find the email that sent it, searched for the user that the email account is tied to, lookup the username of account and execute a script unlocking the account within the authentication system?

    Yup, like that.



  • Artificial intelligence searches!

    When a new ticket is submitted, the system should compare it against every other ticket and present to the ticket owner/assigned/whatever a list of other tickets where the problem was similar.

    Tickets should not be considered just a list of old problems, but also a list of solutions and how they were done. Almost like a self-building KB. As such, within permissions of who can see what, the system should make an attempt to suggest "this problem is kinda like that one or that one or that one."

    I also second the idea of being able to store lots of other meta data, notes, files, whatever. If I want to attached to a user something like a login to a service they use, that should be possible, and secure, so the next time they make a ticket, I don't have to store this data in some other system, or ask them for it over and over.

    Storing files within the ticket is nice, but the system should collect all these files and keep them attached to the user, making it easier to browse them and search.



  • Proper scheduling! That's one of the major missing pieces for all the less expensive PSAs/ticketing systems. This is about the only thing that ConnectWise does really well:

    While in a ticket you can assign a status and then schedule the ticket for either
    a) perform this task on this day/time (i.e: you've made arrangements with a user to do X at time Y and it should take Z time to complete)

    b) follow-up with the user at this date/time for whatever purpose you deem necessary (i.e. pre-ticket closure email ensuring the issue is resolved to the client's satisfaction)

    Exchange / Outlook integration a huge plus...

    Also, time tracking via manual entry or start/stop.



  • @manxam said in What Do You Want in a Helpdesk and Ticketing System?:

    Proper scheduling! That's one of the major missing pieces for all the less expensive PSAs/ticketing systems. This is about the only thing that ConnectWise does really well:

    While in a ticket you can assign a status and then schedule the ticket for either
    a) perform this task on this day/time (i.e: you've made arrangements with a user to do X at time Y and it should take Z time to complete)

    b) follow-up with the user at this date/time for whatever purpose you deem necessary (i.e. pre-ticket closure email ensuring the issue is resolved to the client's satisfaction)

    Exchange / Outlook integration a huge plus...

    Also, time tracking via manual entry or start/stop.

    Definitely some great ideas in here and also some ideas that are already in place! I like the scheduling concept and will try to put that through product management. As for time tracking this is already in place. It works currently but it is very bare bones where we we're planning on revamping it an approaching it from a (very slightly) different direction.