The document introduces the Spiceworks help desk, highlighting its purpose in tracking work, keeping users informed, and capturing knowledge. It outlines how help desks operate, including roles, submission methods for requests, user portal features, and the importance of reporting for understanding team accomplishments and trends. Additionally, it emphasizes customization and user self-service through knowledge base articles.

1. An Introduction to the Spiceworks Help Desk
Jacqueline Gross
Development Manager, Inventory and Integrations, Spiceworks

2. Why Use a Help Desk?
• Keep track of work
• Keep users informed
• Build the business case
• Capture knowledge

3. How Does a Help Desk Work?
Receive tickets Resolve & reportRespond to users
Communicate
with
users
and
make
IT-­‐only
notes
Document
machines
and
users
so
you
can
build
business
cases
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4. • Live overview of the Help Desk
• Hopefully it goes smoothly
• No fallback plan
• Another bullet because you’re not supposed to have just one
Let’s Look at the Help Desk

5. • Roles
• Admin
• Help Desk Admin
• Help Desk Tech
• Why have Help Desk Roles?
• Restrict the visibility of tickets (based on the role)
• Restricts what the User can do
Help Desk Roles

6. How Are Requests Submitted?
IT
PRO
Admin
Email
User Portal

7. • A way to provide information to your users
• Brand and customize your portal
• Control the content to meet user‘s needs
• Allows users to keep track of their tickets
• Use Knowledge Base articles to help users help themselves
• Single sign-on available with Active Directory Configuration
• Let’s look….(demo)
The User Portal

8. • Plugins
• Help Desk Responses
• Ticket Checklists
• Ticket Views and Ticket Rules
• Built in
• Must be enabled
• Tickets Anywhere
• Email
• http://community.spiceworks.com/help/Tickets_Anywhere
Things to Make Using the Help Desk Better

9. • Why use reports?
• Show what team has accomplished
• See trends
• Many ways to get reports
• Shipped with Spiceworks
• Shared in the Community
• Write your own
• Reporting User to allow others to just do reports
Reporting