What Do You Want in a Helpdesk and Ticketing System?
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@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.
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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.
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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.
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@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.
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I'll reuse my list from here:
Here's a few things that I really appreciate:
- Merging tickets. Absent = Deal breaker
- Reply to the ticket (instead of creating a new ticket). Absent = Deal breaker
- Multi-Tech assignment.
- Clean interface
- Customisable reports. Absent = Deal breaker
- Multiple ticket views (Mine, All, closed, urgent, stale.. etc)
- Sub-tickets is a nice feature
- Add users/clients easily
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@nadnerb said in What Do You Want in a Helpdesk and Ticketing System?:
Reply to the ticket (instead of creating a new ticket). Absent = Deal breaker
This in and of itself is essential. In an SMB at least, users will just hit reply instead of clicking a link to reply to a ticket. For SolarWinds, this will create a new ticket, which becomes a nuisance created even by some techs.
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I want relevant searching. Most searches suck
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@quixoticjeremy said in What Do You Want in a Helpdesk and Ticketing System?:
@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.
Yes, I'm excited about the scheduling bit. That's something that I have seen before but I've not heard anyone on our team here discussing this yet so this is something that seems extremely possible in the short term and was simply overlooked. But seems like a super value-add compared to a lot of other products. That's exactly what we were hoping to find in this thread.
Keep the ideas coming!
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@nerdydad said in What Do You Want in a Helpdesk and Ticketing System?:
@nadnerb said in What Do You Want in a Helpdesk and Ticketing System?:
Reply to the ticket (instead of creating a new ticket). Absent = Deal breaker
This in and of itself is essential. In an SMB at least, users will just hit reply instead of clicking a link to reply to a ticket. For SolarWinds, this will create a new ticket, which becomes a nuisance created even by some techs.
I've heard that Spiceworks often creates a new ticket as well, because of parsing issues or something. But when we test it, it seems to work.
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@nadnerb said in What Do You Want in a Helpdesk and Ticketing System?:
I'll reuse my list from here:
Here's a few things that I really appreciate:
- Merging tickets. Absent = Deal breaker
- Reply to the ticket (instead of creating a new ticket). Absent = Deal breaker
- Multi-Tech assignment.
- Clean interface
- Customisable reports. Absent = Deal breaker
- Multiple ticket views (Mine, All, closed, urgent, stale.. etc)
- Sub-tickets is a nice feature
- Add users/clients easily
Great link, I'll check that out. Thanks.
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@nerdydad said in What Do You Want in a Helpdesk and Ticketing System?:
@nadnerb said in What Do You Want in a Helpdesk and Ticketing System?:
Reply to the ticket (instead of creating a new ticket). Absent = Deal breaker
This in and of itself is essential. In an SMB at least, users will just hit reply instead of clicking a link to reply to a ticket. For SolarWinds, this will create a new ticket, which becomes a nuisance created even by some techs.
We use osTicket and it makes tickets for responses, it's a mess. Other than that one thing, though, it's a solid system. One of the best I've used so far. A bit slow and needs a UX overall, but mostly really good and flexible.
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Getting some work done on some of these suggestions right now while I have a moment in between Mango prep!
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@wrx7m Here we go. This was the thread we were collecting ideas from. From here you can get a feel for a lot of the stuff we're working on for ticketing and feel free to add to them!
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"Hot ticket item"
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@scottalanmiller said in What Do You Want in a Helpdesk and Ticketing System?:
"Hot ticket item"
I'm clever, I know lol -
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@scottalanmiller said in What Do You Want in a Helpdesk and Ticketing System?:
Is that Gavin Rosdale and Gwen Steffani behind them, and then Owen Wilson? What movie is this from?
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@nerdydad said in What Do You Want in a Helpdesk and Ticketing System?:
@scottalanmiller said in What Do You Want in a Helpdesk and Ticketing System?:
Is that Gavin Rosdale and Gwen Steffani behind them, and then Owen Wilson? What movie is this from?
Zoolander
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@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.
ticket status reminders - remind support staff if a ticket hasn't been worked on after x amount of time.Email integration cannot be understated. Most users never want to login to a system. As a user of various support systems, It really irritates me if I have to login to their system to update my tickets.
