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Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
Setting Up Help Desk And User Portal
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Setting Up Help Desk And User Portal

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Transcript

  • 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
  • 5. ? What is a Help Desk?
  • 6. A “single point of contact” between IT and its users. Source: http://www.knowledgetransfer.net/dictionary/ITIL/en/Help_Desk.htm
  • 7. ? Why Use a Help Desk?
  • 8. Why use a Help Desk? • Keep track of your work • Keep your users informed • Build your business case • Capture Knowledge • Become Efficient
  • 9. Re active
  • 10. Pro active Re
  • 11. ? Help Desk Poll
  • 12. Issue Tracking
  • 13. Issue Tracking • No formal issue tracking
  • 14. Issue Tracking • No formal issue tracking • Track most user issues
  • 15. Issue Tracking • No formal issue tracking • Track most user issues • Track every user issue
  • 16. Issue Tracking • No formal issue tracking • Track most user issues • Track every user issue • Track every task (user issues, change requests, checkout/in)
  • 17. Issue Tracking System
  • 18. Issue Tracking System • Spiceworks Help Desk
  • 19. Issue Tracking System • Spiceworks Help Desk • Other Help Desk software
  • 20. Issue Tracking System • Spiceworks Help Desk • Other Help Desk software • Spreadsheet
  • 21. Issue Tracking System • Spiceworks Help Desk • Other Help Desk software • Spreadsheet • Email
  • 22. Issue Tracking System • Spiceworks Help Desk • Other Help Desk software • Spreadsheet • Email • Post-its
  • 23. Ticket Lifecycle
  • 24. Ticket Lifecycle • Create • Assign • Respond • Work • Capture • Close
  • 25. Ticket Lifecycle • Create • Assign • Respond No Particular • Work Order • Capture • Close
  • 26. Spiceworks Help Desk
  • 27. Create
  • 28. Create Admin User
  • 29. Create Admin User Email Portal
  • 30. Admin Ticket Creation
  • 31. Admin Ticket Creation
  • 32. Admin Ticket Creation
  • 33. Admin Ticket Creation
  • 34. Admin Ticket Creation
  • 35. Admin Ticket Creation
  • 36. Admin Ticket Creation
  • 37. Admin Ticket Creation
  • 38. Admin Ticket Creation
  • 39. Admin Ticket Creation
  • 40. Admin Ticket Creation
  • 41. Admin Ticket Creation
  • 42. Admin Ticket Creation
  • 43. Email Ticket Creation
  • 44. Email Ticket Creation
  • 45. Email Ticket Creation Summary Description Attachment
  • 46. Email Ticket Creation
  • 47. Email Ticket Creation Summary Attachment Description
  • 48. Email Ticket Creation
  • 49. Email Ticket Creation
  • 50. Email Ticket Creation
  • 51. Email Ticket Creation
  • 52. Portal Ticket Creation http://server/helpdesk
  • 53. Portal Ticket Creation http://server/helpdesk
  • 54. Portal Ticket Creation http://server/helpdesk
  • 55. Portal Ticket Creation http://server/helpdesk
  • 56. Assign
  • 57. Assign • “Arbiter” assigns based on: • Round Robin • Knowledge Centric
  • 58. Assign • “Arbiter” assigns based on: • Round Robin • Knowledge Centric • “Accept” Tickets
  • 59. Assigning a Ticket
  • 60. Assigning a Ticket
  • 61. Assigning a Ticket
  • 62. Assigning a Ticket
  • 63. Assigning a Ticket
  • 64. Assigning a Ticket
  • 65. Assigning a Ticket
  • 66. Assigning a Ticket
  • 67. Assigning a Ticket
  • 68. Accepting a Ticket
  • 69. Accepting a Ticket
  • 70. Accepting a Ticket
  • 71. Accepting a Ticket
  • 72. Respond • Respond to users directly • See related comments
  • 73. Responding to a Ticket
  • 74. Responding to a Ticket
  • 75. Responding to a Ticket
  • 76. Responding to a Ticket
  • 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. Work • Device Specific • Purchases
  • 83. Relating a Ticket
  • 84. Relating a Ticket
  • 85. Relating a Ticket
  • 86. Relating a Ticket
  • 87. Relating a Ticket
  • 88. Relating a Ticket
  • 89. Relating a Ticket
  • 90. Relating a Ticket
  • 91. Relating a Ticket
  • 92. Adding Purchases
  • 93. Adding Purchases
  • 94. Adding Purchases
  • 95. Adding Purchases
  • 96. Adding Purchases
  • 97. Adding Purchases
  • 98. Adding Purchases
  • 99. Adding Purchases
  • 100. Adding Purchases
  • 101. Adding Purchases
  • 102. Adding Purchases
  • 103. Capture
  • 104. Capture • Progress Details
  • 105. Capture • Progress Details • Order Information
  • 106. Capture • Progress Details • Order Information • Outage Communication
  • 107. Capture • Progress Details • Order Information • Outage Communication • Time Spent
  • 108. Capturing Time Spent
  • 109. Capturing Time Spent
  • 110. Capturing Time Spent
  • 111. Capturing Time Spent
  • 112. Capturing Time Spent
  • 113. Capturing Time Spent
  • 114. Close
  • 115. Close • Document Resolution
  • 116. Close • Document Resolution • Steps Taken
  • 117. Close • Document Resolution • Steps Taken • People Involved
  • 118. Close • Document Resolution • Steps Taken • People Involved • New Ticket(s)
  • 119. Close • Document Resolution • Steps Taken • People Involved • New Ticket(s) • Clears out of your queue
  • 120. Close • Document Resolution • Steps Taken • People Involved • New Ticket(s) • Clears out of your queue • User response will reopen
  • 121. Use Cases
  • 122. User Requests
  • 123. Change Control
  • 124. Service Level Agreements (SLA)
  • 125. Any/All Maintenance
  • 126. Check out/in
  • 127. ? Etc.
  • 128. Setup
  • 129. Email Settings Email Settings Pane
  • 130. Email Settings Email Settings Pane
  • 131. Email Settings Dedicated Email Address Email Settings Pane
  • 132. Email Templates Help Desk Settings Pane
  • 133. Help Desk Settings Help Desk Settings Pane
  • 134. Help Desk Settings Active Directory “User Portal” authentication only (Not generally applicable) Help Desk Settings Pane
  • 135. Reporting
  • 136. Reporting • Ticket Reports (open, closed, etc) • Export to Excel • SQL Reports
  • 137. ? User Adoption
  • 138. 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
  • 139. Basic Customization
  • 140. Custom Fields Advanced Settings Pane
  • 141. Custom Fields Advanced Settings Pane
  • 142. Custom Fields Advanced Settings Pane
  • 143. Custom Fields Advanced Settings Pane
  • 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. User Custom Fields
  • 150. User Custom Fields
  • 151. User Custom Fields
  • 152. User Custom Fields
  • 153. Modifying Categories
  • 154. Modifying Categories
  • 155. Modifying Categories Advanced Settings Pane
  • 156. Modifying Categories Advanced Settings Pane
  • 157. Modifying Categories Advanced Settings Pane
  • 158. Modifying Categories Advanced Settings Pane
  • 159. Modifying Categories Advanced Settings Pane
  • 160. Modifying Categories Advanced Settings Pane
  • 161. Modifying Categories Advanced Settings Pane
  • 162. Thanks to SpiceWorld Boston Sponsor

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