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Setting Up Help Desk And User Portal

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    Setting Up Help Desk And User Portal - Presentation 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

    + spiceworksspiceworks, 8 months ago

    custom

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