Post on 18-Oct-2014
description
An Introduction to the Spiceworks Help Desk
Jacqueline Gross Development Manager, Inventory and Integrations, Spiceworks
Why Use a Help Desk?
• Keep track of work
• Keep users informed
• Build the business case • Capture knowledge
How Does a Help Desk Work?
Receive tickets Resolve & report Respond to users
Communicate with users and make IT-‐only
notes
Document machines and
users so you can build business
cases
21 3
• 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
• 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
How Are Requests Submitted?
IT PRO
Admin
User Portal
• 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
• 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
• 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