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    Best practices for helpdesk portal options for end user

    IT Discussion
    helpdesk helpdesktickets enduserportal
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    • A
      Ambarishrh
      last edited by

      I am trying to make a super simple help desk portal options instead of confusing end users on what options to choose to raise a ticket. I would like to hear what are the options that you usually set on your user portal? Email to ticket is available now, but we would want to train users and promote the portal and eventually close email to ticket or keep it for minimal use. Our IT team is lean and we would like to get issues categorized by users, also promote the FAQ which can happen when they start using the portal.

      What I am thinking is to give the following options to the end user portal.

      Issue:
      PC issues
      Connectivity issues
      Network drive
      Files/folders missing
      Email issues

      Request:
      New hardware
      New software
      New shared folder etc.

      1 Reply Last reply Reply Quote 1
      • S
        scottalanmiller
        last edited by

        Password Resets

        1 Reply Last reply Reply Quote 3
        • D
          dbeato
          last edited by

          Wha Helpdesk system will you be using though?

          A 1 Reply Last reply Reply Quote 0
          • S
            StrongBad
            last edited by

            Account Creation

            1 Reply Last reply Reply Quote 0
            • B
              black3dynamite
              last edited by

              Phone Change
              VPN Access

              1 Reply Last reply Reply Quote 0
              • R
                Reid Cooper
                last edited by

                Wireless issues

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                • L
                  larsen161
                  last edited by

                  Unless you need to route different issues to different teams, don't have the user select anything. Make it as easy for them as possible to submit an issue. You can use these categories on the back end if you want to so you can have some reporting info.

                  A 1 Reply Last reply Reply Quote 0
                  • M
                    Mike Davis
                    last edited by

                    I let them email. Then the ticket system looks for keywords and assigns the category by that, which in turn auto assigns a tech.

                    A 1 Reply Last reply Reply Quote 0
                    • A
                      Ambarishrh @dbeato
                      last edited by

                      @dbeato Solarwinds! 😞

                      1 Reply Last reply Reply Quote 0
                      • M
                        Mike Davis
                        last edited by

                        Try thinking about it from their side in terms of things they would know. ie. no one can use the internet. no one can print. one person can not print.

                        1 Reply Last reply Reply Quote 0
                        • A
                          Alex Sage @Ambarishrh
                          last edited by

                          @ambarishrh @scottalanmiller can do it for you 🙂

                          1 Reply Last reply Reply Quote 1
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