If you could design a custom helpdesk ...
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@thanksaj said:
@scottalanmiller said:
@thanksaj said:
The problem is tagging is that you would need people to do the tagging, and users are lazy. They won't tag their tickets, especially if they are opened via an email. Now if you have a system that analyzes the ticket and assigns tags dynamically that way, that could work.
Yeah, ticket AI is not really realistic. Especially as humans can rarely figure that out. Tagging is far less work than putting in a meaningful ticket.
My point is, you can't count on your users to put in meaningful tickets. You have to assume that, by default, your user will submit a "HEEEEELP!!!! The internet isn't loading!" as their ticket. You can try to train users and condition them all you want, but in the end, it's a futile dream...
What might be more realistic is a template-based system. If they use a portal, they have fields to enter things like computer name, etc. If they submit by email, create a template they HAVE to use for the ticket to even be recognized. That's the only way I can think to generate some kind of order or standard for your tickets.
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Templates help a lot with tickets. That's why most ticket systems make you use a ton of drop downs to fill out common fields and then just an extra text description field.
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@scottalanmiller said:
@thanksaj said:
My point is, you can't count on your users to put in meaningful tickets. You have to assume that, by default, your user will submit a "HEEEEELP!!!! The internet isn't loading!" as their ticket. You can try to train users and condition them all you want, but in the end, it's a futile dream...
And my point is "garbage in, garbage out." The best AI ever, including real I (humans), can't derive a meaningful trend from bad tickets. If they aren't good tickets already, you can't get a trend.
I agree. It was a suggestion, but one that would not be utilized very much of the time due to how normal tickets look, unless you.. (see previous post)
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@scottalanmiller said:
Templates help a lot with tickets. That's why most ticket systems make you use a ton of drop downs to fill out common fields and then just an extra text description field.
Yup. I think that's a great system honestly. You are guaranteeing certain info from your users and not making them guess what you need to at least get started. Generating a template for email submissions that can be parsed by a ticketing system would be awesome as well. Basically just an email version of the portal form.
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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
