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Setting Up Help Desk And User Portal
- 1. Help Desk and User Portal Presented By:
- 2. Where Can I Get This Information? • Spiceworks Help • Spiceworks TV
- 3. Help Desk
- 4. Help Desk • Typical Lifecycle • Use Cases • Reporting • Setup • User Adoption • Basic Customization
- 6. ? What is a Help Desk?
- 7. A “single point of contact” between IT and its users. Source: http://www.knowledgetransfer.net/dictionary/ITIL/en/Help_Desk.htm
- 8. ? Why Use a Help Desk?
- 9. Why use a Help Desk? • Keep track of your work • Keep your users informed • Build your business case • Capture Knowledge • Become Efficient
- 10. Re active
- 11. Pro active Re
- 12. ? Help Desk Poll
- 13. Issue Tracking
- 14. Issue Tracking • No formal issue tracking
- 15. Issue Tracking • No formal issue tracking • Track most user issues
- 16. Issue Tracking • No formal issue tracking • Track most user issues • Track every user issue
- 17. Issue Tracking • No formal issue tracking • Track most user issues • Track every user issue • Track every task (user issues, change requests, checkout/in)
- 19. Issue Tracking System • Spiceworks Help Desk
- 20. Issue Tracking System • Spiceworks Help Desk • Other Help Desk software
- 21. Issue Tracking System • Spiceworks Help Desk • Other Help Desk software • Spreadsheet
- 22. Issue Tracking System • Spiceworks Help Desk • Other Help Desk software • Spreadsheet • Email
- 23. Issue Tracking System • Spiceworks Help Desk • Other Help Desk software • Spreadsheet • Email • Post-its
- 24. Ticket Lifecycle
- 25. Ticket Lifecycle • Create • Assign • Respond • Work • Capture • Close
- 26. Ticket Lifecycle • Create • Assign • Respond No Particular • Work Order • Capture • Close
- 28. Create
- 29. Create Admin User
- 30. Create Admin User Email Portal
- 48. Email Ticket Creation Summary Attachment Description
- 60. Assign
- 61. Assign • “Arbiter” assigns based on: • Round Robin • Knowledge Centric
- 62. Assign • “Arbiter” assigns based on: • Round Robin • Knowledge Centric • “Accept” Tickets
- 76. Respond • Respond to users directly • See related comments
- 77. Responding to a Ticket
- 78. Responding to a Ticket
- 79. Responding to a Ticket
- 80. Responding to a Ticket
- 81. Responding to a Ticket
- 82. Responding to a Ticket
- 83. Responding to a Ticket
- 84. Responding to a Ticket
- 85. Responding to a Ticket
- 86. Work • Device Specific • Purchases
- 96. Adding Purchases
- 97. Adding Purchases
- 98. Adding Purchases
- 99. Adding Purchases
- 100. Adding Purchases
- 101. Adding Purchases
- 102. Adding Purchases
- 103. Adding Purchases
- 104. Adding Purchases
- 105. Adding Purchases
- 106. Adding Purchases
- 107. Capture
- 109. Capture • Progress Details • Order Information
- 110. Capture • Progress Details • Order Information • Outage Communication
- 111. Capture • Progress Details • Order Information • Outage Communication • Time Spent
- 112. Capturing Time Spent
- 113. Capturing Time Spent
- 114. Capturing Time Spent
- 115. Capturing Time Spent
- 116. Capturing Time Spent
- 117. Capturing Time Spent
- 118. Close
- 120. Close • Document Resolution • Steps Taken
- 121. Close • Document Resolution • Steps Taken • People Involved
- 122. Close • Document Resolution • Steps Taken • People Involved • New Ticket(s)
- 123. Close • Document Resolution • Steps Taken • People Involved • New Ticket(s) • Clears out of your queue
- 124. Close • Document Resolution • Steps Taken • People Involved • New Ticket(s) • Clears out of your queue • User response will reopen
- 125. Use Cases
- 126. User Requests
- 127. Change Control
- 129. Any/All Maintenance
- 130. Check out/in
- 131. ? Etc.
- 132. Setup
- 133. Email Settings Email Settings Pane
- 134. Email Settings Email Settings Pane
- 135. Email Settings Dedicated Email Address Email Settings Pane
- 136. Email Templates Help Desk Settings Pane
- 137. Help Desk Settings Help Desk Settings Pane
- 138. Help Desk Settings Active Directory “User Portal” authentication only (Not generally applicable) Help Desk Settings Pane
- 139. Reporting
- 140. Reporting • Ticket Reports (open, closed, etc) • Export to Excel • SQL Reports
- 141. ? User Adoption
- 142. How Do You Get Users To Use The Help Desk? • Send an email to the company • Short-cut on user’s desktop • Create tickets for users • Give tickets a higher priority • Management Buy-in
- 143. Basic Customization
- 144. Custom Fields Advanced Settings Pane
- 145. Custom Fields Advanced Settings Pane
- 146. Custom Fields Advanced Settings Pane
- 147. Custom Fields Advanced Settings Pane
- 148. Custom Fields Advanced Settings Pane
- 149. Custom Fields Advanced Settings Pane
- 150. Custom Fields Advanced Settings Pane
- 151. Custom Fields Advanced Settings Pane
- 152. Custom Fields Advanced Settings Pane
- 153. User Custom Fields
- 154. User Custom Fields
- 155. User Custom Fields
- 156. User Custom Fields
- 157. Modifying Categories
- 158. Modifying Categories
- 159. Modifying Categories Advanced Settings Pane
- 160. Modifying Categories Advanced Settings Pane
- 161. Modifying Categories Advanced Settings Pane
- 162. Modifying Categories Advanced Settings Pane
- 163. Modifying Categories Advanced Settings Pane
- 164. Modifying Categories Advanced Settings Pane
- 165. Modifying Categories Advanced Settings Pane
- 166. Thanks to SpiceWorld Boston Sponsor