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    If you could design a custom helpdesk ...

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    • S
      scottalanmiller
      last edited by

      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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        thanksajdotcom @scottalanmiller
        last edited by

        @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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        • T
          thanksajdotcom @scottalanmiller
          last edited by

          @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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          • I
            IRJ
            last edited by

            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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              thanksajdotcom @IRJ
              last edited by

              @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
                IRJ
                last edited by IRJ

                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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                  thanksajdotcom @IRJ
                  last edited by

                  @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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                  • I
                    IRJ @thanksajdotcom
                    last edited by IRJ

                    @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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                      thanksajdotcom @IRJ
                      last edited by

                      @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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                      • T
                        thanksajdotcom @IRJ
                        last edited by

                        @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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                        • T
                          technobabble @Minion Queen
                          last edited by technobabble

                          @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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                          • N
                            nadnerB
                            last edited by

                            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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                            • M
                              Minion Queen Banned
                              last edited by

                              Minions i got, a good helpdesk I don't.

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                                thanksajdotcom @Minion Queen
                                last edited by

                                @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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                                • art_of_shredA
                                  art_of_shred Banned
                                  last edited by

                                  Sometimes I get her coffee...

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                                  • JaredBuschJ
                                    JaredBusch
                                    last edited by

                                    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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                                      thanksajdotcom @art_of_shred
                                      last edited by

                                      @art_of_shred said:

                                      Sometimes I get her coffee...

                                      Once every other year doesn't count... 😛 jk

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