The document provides an overview of setting up and using a help desk with Spiceworks. It discusses creating, assigning, responding to, tracking, and closing tickets, as well as customizing fields, reporting, and extending capabilities through plugins. Setup involves configuring email and other basic settings.
Got a mountain of help desk emails driving you mad? Is your company headcount bursting at the seams, and you’re aching from the growing pains? Spiceworks has just the tool to ease your aches! This crash course will cover anything and everything you could possibly want to know about the Spiceworks Help Desk. Check out these slides from SpiceWorld London to learn how to:
- Improve adoption by using email and Active Directory integration
- Understand the different admin roles and help desk notifications
- Work tickets on-the-go with special email commands and mobile and tablet apps
- Prioritise and organise with ticket attributes, due dates, views and alerts
- Help users help themselves with knowledge base articles and the user portal
- Report on what you’ve accomplished with regular reporting
Help desk ticket categories and classification schemeBuild a Help Desk
With a proven 6 step Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
3. ITIL Categorization for Remedyforce- An Evolution into Service Desk Self S...BMC Software
Lear how service management categorization will help you better navigate your IT Service Management organization. You’ll understand how to quickly leverage the ITSM organization to reflect the type of digital enterprise services your IT service desk delivers your business. Learn more at www.remedyforce.com
Got a mountain of help desk emails driving you mad? Is your company headcount bursting at the seams, and you’re aching from the growing pains? Spiceworks has just the tool to ease your aches! This crash course will cover anything and everything you could possibly want to know about the Spiceworks Help Desk. Check out these slides from SpiceWorld London to learn how to:
- Improve adoption by using email and Active Directory integration
- Understand the different admin roles and help desk notifications
- Work tickets on-the-go with special email commands and mobile and tablet apps
- Prioritise and organise with ticket attributes, due dates, views and alerts
- Help users help themselves with knowledge base articles and the user portal
- Report on what you’ve accomplished with regular reporting
Help desk ticket categories and classification schemeBuild a Help Desk
With a proven 6 step Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
3. ITIL Categorization for Remedyforce- An Evolution into Service Desk Self S...BMC Software
Lear how service management categorization will help you better navigate your IT Service Management organization. You’ll understand how to quickly leverage the ITSM organization to reflect the type of digital enterprise services your IT service desk delivers your business. Learn more at www.remedyforce.com
Help desk ticket categories create help desk ticket classification it-tool...IT-Toolkits.org
With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created, enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
10 things you need to STOP doing in your IT service deskFreshservice
When deploying a service desk, we usually focus on the big things like change management and asset management, but quite often we forget a few simple things that can make even the best executed service desk projects a disaster.
10 things you need to stop doing in your IT service desk. Brought to you by http://freshservice.com
IT Help Desk Support iSeminar featuring Colorado Community College SystemBlackBeltHelp .
Discover how Colorado Community College System made the best of IT Help Desk services and how it has helped them not only in boosting up their operations, but also in reducing their operational cost at the same time.
BlackBeltHelp has been successfully assisting institutions with their rich experience of servicing 200+ institutions from US Higher Education.
To watch the complete iSeminar, Register here - https://goo.gl/bnSw9V
Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
If your business has computers, then you probably also have a help desk. But not every help desk is made equal. Some are impressively efficient, able to resolve most incoming calls with a minimum of effort. Others, not so much.
The difference is automation, and here’s the secret: Getting there isn’t hard.
By integrating event management, ridiculously remote tools, and automated actions directly into your help desk application, you can automatically empower help desk administrators with solutions for a wide array of common problems – without exposing dangerous complexities or excessive permissions that might get misused.
Join Greg Shields of Concentrated Technology and Jayson Gehri of ScriptLogic in this expert conversation. You’ll leave with some useful tips, tricks, and tools that will bring ridiculous efficiency to your help desk activities.
Moved to https://slidr.io/azzazzel/web-application-performance-tuning-beyond-xmxMilen Dyankov
This slide deck will be removed from here in the future. It has been moved to : https://slidr.io/azzazzel/web-application-performance-tuning-beyond-xmx
Understanding Your Audience and Optimizing Revenue Streams
A key to increasing revenue potential is by understanding your audience and figuring out what payment and alternative payment methods fit to each unique experience. This session will help you uncover insights, like defining which goods or incentives to use, knowing where to place the call-to-action, understanding users in order to best direct payment and alternative payment methods, and how to optimize and continually test placements and payment providers against detailed user demographics - to know how and where offers are most effective and productive.
Ian Swanson
Co Founder and CEO, Sometrics
www.sometrics.com
Help desk ticket categories create help desk ticket classification it-tool...IT-Toolkits.org
With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created, enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
10 things you need to STOP doing in your IT service deskFreshservice
When deploying a service desk, we usually focus on the big things like change management and asset management, but quite often we forget a few simple things that can make even the best executed service desk projects a disaster.
10 things you need to stop doing in your IT service desk. Brought to you by http://freshservice.com
IT Help Desk Support iSeminar featuring Colorado Community College SystemBlackBeltHelp .
Discover how Colorado Community College System made the best of IT Help Desk services and how it has helped them not only in boosting up their operations, but also in reducing their operational cost at the same time.
BlackBeltHelp has been successfully assisting institutions with their rich experience of servicing 200+ institutions from US Higher Education.
To watch the complete iSeminar, Register here - https://goo.gl/bnSw9V
Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
If your business has computers, then you probably also have a help desk. But not every help desk is made equal. Some are impressively efficient, able to resolve most incoming calls with a minimum of effort. Others, not so much.
The difference is automation, and here’s the secret: Getting there isn’t hard.
By integrating event management, ridiculously remote tools, and automated actions directly into your help desk application, you can automatically empower help desk administrators with solutions for a wide array of common problems – without exposing dangerous complexities or excessive permissions that might get misused.
Join Greg Shields of Concentrated Technology and Jayson Gehri of ScriptLogic in this expert conversation. You’ll leave with some useful tips, tricks, and tools that will bring ridiculous efficiency to your help desk activities.
Moved to https://slidr.io/azzazzel/web-application-performance-tuning-beyond-xmxMilen Dyankov
This slide deck will be removed from here in the future. It has been moved to : https://slidr.io/azzazzel/web-application-performance-tuning-beyond-xmx
Understanding Your Audience and Optimizing Revenue Streams
A key to increasing revenue potential is by understanding your audience and figuring out what payment and alternative payment methods fit to each unique experience. This session will help you uncover insights, like defining which goods or incentives to use, knowing where to place the call-to-action, understanding users in order to best direct payment and alternative payment methods, and how to optimize and continually test placements and payment providers against detailed user demographics - to know how and where offers are most effective and productive.
Ian Swanson
Co Founder and CEO, Sometrics
www.sometrics.com
OMS Presentation: Online Strategy And Metrics - Steve Latham 20090205Encore Media Metrics
Here is my presentation from OMS 2/5/09 on Web strategy, metrics and ROI measurement. Also check out the Google Trends data to see how you can have a barometer of how your campaign compares to the market.
A presentation on starting up and/or running your business in the lean times. Tips on personal branding, education, modeling, marketing and technology tools to help you stay under budget.
Find the free recorded webinar, which includes a product demo, here: http://www.alfresco.com/about/eventsondemand
This presentation covers:
● The Need for Document Management
● The Two Worlds of Document Management
● The Cost to a Business of Poor Document Management
● Commoditizing and Consumerizing Document Management
● A Day in the Life of a Document
● A Basic Document Model
● Content-as-a-Service
● Really Simple Document Management
Similar to Run an Easy to Use Help Desk with Spiceworks (20)
EatonVirtualization, Connectivity and the Cloud — Trends Driving the Future o...Spiceworks
Power infrastructure is no longer a standalone item in your IT toolkit. Virtualization, connectivity and the cloud are having a profound impact on how power management is being integrated into the IT environment. Join Eaton to learn more about how these trends are shaping the future of power protection.
Still wrestling with patching 3rd party applications? We’ll walk you through the new “Latest Software Patches” widget available on Spiceworks and show you what valuable information can be learned about the state of your security. Find out what’s coming in the near future (specifically more patch management functionality built into Spiceworks) and how easy it will be to always keep your IT infrastructure secure.
Cloud computing comes in many varieties. Have you been wondering about the real state of adoption? Or how to plan your migration? This presentation will use findings from a recent CDW Tracking Poll on Cloud Computing to showcase current cloud adoption and challenges. Issues such as: security of data, lack of formal adoption strategies and the percent of IT budgets actually being allocated to the cloud will be addressed.
Challenges aside, this session will also review the benefits of moving to the cloud along with “5 Steps to Help You Get Started.” Attendees at this event will also receive a copy of the CDW 2011 Cloud Computing Tracking Poll and Cloud Computing Reference Guide “Making The Cloud Achievable.” If you are planning to attend this session, please stop by the CDW Vendor Page and let us know if there are any specific questions you’d like for us to address.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
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Topics covered:
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UI automation Sample
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LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
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As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
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2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
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Orchestrator execution result
Defect reporting
SAP heatmap example with demo
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14. Help Desk
• Typical Lifecycle
• Use Cases
• Reporting
• Setup
• User Adoption
• Extending
15. comments and questions...
I’m also here to learn
from you. Speak up if
something sounds
wrong, or if you have
something to add to
the conversation.
16. comments and questions...
I’m also here to learn
from you. Speak up if
appreciated
something sounds
wrong, or if you have
something to add to
the conversation.
21. ?
What is a Help Desk?
How would YOU define
“Help Desk” in a sentence?
22. ITIL this way...
A “single point of contact” between IT and its users.
... but this is not the
whole story. HD is much
more.
Recommend checking out
ITIL related materials
around Service Desk.
Source: http://www.knowledgetransfer.net/dictionary/ITIL/en/Help_Desk.htm
29. Want to learn
*how* you track
issues in your
organization. Issue Tracking
• No formal issue tracking
30. Want to learn
*how* you track
issues in your
organization. Issue Tracking
• No formal issue tracking
• Track most user issues
31. Want to learn
*how* you track
issues in your
organization. Issue Tracking
• No formal issue tracking
• Track most user issues
• Track every user issue
32. Want to learn
*how* you track
issues in your
organization. Issue Tracking
• No formal issue tracking
• Track most user issues
• Track every user issue
• Track every task
(user issues, change requests, checkout/in)
33. What do you use
for this
tracking?
Issue Tracking Support
34. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
35. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
• Other Help Desk software
36. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
37. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
• Email
38. What do you use
for this
tracking?
Issue Tracking Support
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
• Email
• Post-its
40. Terminology:
A “Ticket” is how you
track an “Issue”.
“Track your issues with
Tickets”
Ticket Lifecycle
• Create
• Assign
• Respond
• Work
• Capture
• Close
41. Terminology:
A “Ticket” is how you
track an “Issue”.
“Track your issues with
Tickets”
Ticket Lifecycle
• Create
• Assign
• Respond No
Particular
• Work Order
• Capture
• Close
42. Spiceworks Help Desk
Focus on Spiceworks, but
much here is generally
applicable.
43. Create
Admins create tickets in
the application.
Your can direct your
users to either email you,
or go to a web page (or
both).
44. Create
Admin User
Admins create tickets in
the application.
Your can direct your
users to either email you,
or go to a web page (or
both).
45. Create
Admin User
Admins create tickets in
the application.
Email Portal
Your can direct your
users to either email you,
or go to a web page (or
both).
124. Capture
• Progress Details
Capture info as “private”
comments.
• Order Information
Time Spent example
coming up!
125. Capture
• Progress Details
Capture info as “private”
comments.
• Order Information
Time Spent example
coming up!
• Outage Communication
126. Capture
• Progress Details
Capture info as “private”
comments.
• Order Information
Time Spent example
coming up!
• Outage Communication
• Time Spent
136. Resolution is searchable
Close User is updated
• Document Resolution
• Steps Taken
• People Involved
137. Resolution is searchable
Close User is updated
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
138. Resolution is searchable
Close User is updated
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
• Clears out of your queue
139. Resolution is searchable
Close User is updated
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
• Clears out of your queue
• User response will reopen
140. Use Cases
How do we apply what
we’ve learned?
Disclaimer: Not an IT Guy
141. User Requests
Most common use case.
Appear Responsive (like
you actually care!)
142. Change Control
• User submits a ticket with a problem.
• You quot;fixquot; the problem, but also need to
order a part.
• Create a second ticket, referencing the
first, with this work.
• Ticket: quot;Perform service X on Asset Y
related to ticket Zquot; (2nd ticket)
• Fix, Capture time spent and close out
ticket.
143. Service Level
Agreements (SLA)
• Relate a ticket to the service that's
down (Intermedia)
• Capture how long the service was
down for
• Status updates from the service into
the ticket.
• Always close with the resolution