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.

1. An Introduction to
The Spiceworks Help Desk
& User Portal

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

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

4. 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

5. Name that Quote:
You cannot help men permanentlyby
doing for them what they coulddo for
themselves.
- Abraham
Lincoln16th US
President

6. 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

7. Hello.

11. Note to
self.

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

13. Ticket
Resolution

14. Ticket
Response
Collaboration
Change
Reporting
Resolution

15. How Tickets are Submitted
Admin
Email
User Portal
Help Desk