Speaker: Cole Lakes, Support Engineer, Spiceworks
16:30 - 17:30
Hit up this session for a deep dive into the management capabilities of the Spiceworks help desk and get more done, quicker! Learn how to:
Work tickets “on-the-go”
Keep admins and techs on task with custom dashboard widgets
Prioritize work with custom attributes, ticket rules and more
Help users help themselves with Knowledge Base searches
Use the most popular plugins to move even faster
2. • Working tickets on the go
• Customizing your tickets
• Extending the help desk
• Automating your day
• Helping users help themselves
• Keeping track of staff/tickets
Agenda
INTRODUCE SelfMENTION: Very in depth, hopefully caught Babbitt’s session at noon.MENTION: Lots of plugins/URLS, have slide at end w/all. Make sure you have pencils
Problem – You’re working from home and don’t have access to VPN, only email but need to work ticketsORHave a mobile team that runs around the building working tickets, hardly ever at their desks.
Useful if at client A’s site when responding to client BORLarge org and travel around to work on ticketsOnly work for Admins – End users cannot useWork throughout the app (Ticket Rules/Mobile Apps/Admin UI)
Spiceworks out of the box – Good/useful/powerfulSpiceworks with Extensions – EVEN BETTER!Custom Attributes, Ticket Forms, Subcategories, Check lists, HD Customizations
How awesome is it to have things done for you?Clean up after you, either for house or crimeYour life is easier when tasks are handled by machinesTicket Rules, Ticket Views, KB integration
Keeping tabs on Users and TechsAVERAGE RESOLUTION TIMEMANAGER OVERVIEWTICKET TREND GRAPHWEEKLY COMMENT COUNTTICKETS OPENED HISTORICAL