Help Desk - Introduction to Spiceworks' Free Help Desk Software

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This document provides an introduction to the Spiceworks help desk and user portal. It discusses why organizations use a help desk to manage ticket workflows and organize ticket creation. It also describes what a user portal is and how it can be used to manage internal and external communication as well as customize content. Finally, it provides examples of quotes related to help desks.

An Introduction to
The Spiceworks Help Desk
& User Portal

Intro to Help Desk
•  Why Use a Help Desk?
•  Understanding Ticket Workﬂow
•  Ticket Creation & Organization
•  Working a Ticket in Spiceworks

Intro to The User Portal
•  What is it, And Why Use it?
•  Managing Communication - In & Out
•  Setting Up Your User Portal
•  Managing Your Content

Name that Quote:

If you ever need a helping hand, youʼll ﬁnd one
at the end of your arm... as you grow older you
discover that you have two hands - one for
helping yourself, the other for helping others...

- Audrey
HepburnAmerican
Actress

Name that Quote:

You cannot help men permanentlyby
doing for them what they coulddo for
themselves.

- Abraham
Lincoln16th US
President

Name that Quote:

An integrated help desk solution isan imperative part
of any modern information system. It yields healthier
networks, happier users, and saner systems
administrators.

- Sir Winston
ChurchillBritish Prime
Minister

Note to Note to
self. self. Help!.
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self.
self.

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Note to
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self.
self.
Note to
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self.

Ticket

Response
Collaboration

Change
Reporting

Resolution

How Tickets are Submitted

Admin

Email

User Portal
Help Desk

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.

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