setting up help desk and user portal
Post on 20-May-2015
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Help Desk and User Portal
Presented By:
Where Can I Get This Information?
• Spiceworks Help
• Spiceworks TV
Help Desk
Help Desk• Typical Lifecycle
• Use Cases
• Reporting
• Setup
• User Adoption
• Basic Customization
What is a Help Desk??
A “single point of contact” between IT and its users.
Source: http://www.knowledgetransfer.net/dictionary/ITIL/en/Help_Desk.htm
?Why Use a Help Desk?
Why use a Help Desk?
• Keep track of your work
• Keep your users informed
• Build your business case
• Capture Knowledge
• Become Efficient
activeRe
activeRePro
Help Desk Poll?
Issue Tracking
• No formal issue tracking
Issue Tracking
• No formal issue tracking
• Track most user issues
Issue Tracking
• No formal issue tracking
• Track most user issues
• Track every user issue
Issue Tracking
• No formal issue tracking
• Track most user issues
• Track every user issue
• Track every task (user issues, change requests, checkout/in)
Issue Tracking
Issue Tracking System
• Spiceworks Help Desk
Issue Tracking System
• Spiceworks Help Desk
• Other Help Desk software
Issue Tracking System
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
Issue Tracking System
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
Issue Tracking System
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
• Post-its
Issue Tracking System
Ticket Lifecycle
Ticket Lifecycle• Create
• Assign
• Respond
• Work
• Capture
• Close
Ticket Lifecycle• Create
• Assign
• Respond
• Work
• Capture
• Close
No Particular
Order
Spiceworks Help Desk
Create
Create
UserAdmin
Create
PortalEmail
UserAdmin
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Admin Ticket Creation
Email Ticket Creation
Email Ticket Creation
Email Ticket Creation
SummaryDescriptionAttachment
Email Ticket Creation
Email Ticket Creation
Summary
DescriptionAttachment
Email Ticket Creation
Email Ticket Creation
Email Ticket Creation
Email Ticket Creation
Assign
Assign
• “Arbiter” assigns based on:
• Round Robin
• Knowledge Centric
Assign
• “Arbiter” assigns based on:
• Round Robin
• Knowledge Centric
• “Accept” Tickets
Assigning a Ticket
Assigning a Ticket
Assigning a Ticket
Assigning a Ticket
Assigning a Ticket
Assigning a Ticket
Assigning a Ticket
Assigning a Ticket
Assigning a Ticket
Accepting a Ticket
Accepting a Ticket
Accepting a Ticket
Accepting a Ticket
Respond
• Respond to users directly
• See related comments
Responding to a Ticket
Responding to a Ticket
Responding to a Ticket
Responding to a Ticket
Responding to a Ticket
Responding to a Ticket
Responding to a Ticket
Responding to a Ticket
Responding to a Ticket
Work
• Device Specific
• Purchases
Relating a Ticket
Relating a Ticket
Relating a Ticket
Relating a Ticket
Relating a Ticket
Relating a Ticket
Relating a Ticket
Relating a Ticket
Relating a Ticket
Adding Purchases
Adding Purchases
Adding Purchases
Adding Purchases
Adding Purchases
Adding Purchases
Adding Purchases
Adding Purchases
Adding Purchases
Adding Purchases
Adding Purchases
Capture
Capture
• Progress Details
Capture
• Progress Details
• Order Information
Capture
• Progress Details
• Order Information
• Outage Communication
Capture
• Progress Details
• Order Information
• Outage Communication
• Time Spent
Capturing Time Spent
Capturing Time Spent
Capturing Time Spent
Capturing Time Spent
Capturing Time Spent
Capturing Time Spent
Close
Close
• Document Resolution
Close
• Document Resolution
• Steps Taken
Close
• Document Resolution
• Steps Taken
• People Involved
Close
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
Close
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
• Clears out of your queue
Close
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
• Clears out of your queue
• User response will reopen
Use Cases
User Requests
Change Control
Service Level Agreements (SLA)
Any/All Maintenance
Check out/in
Etc.?
Setup
Email Settings
Email Settings Pane
Email Settings
Email Settings Pane
Email Settings
DedicatedEmail
Address
Email Settings Pane
Email Templates
Help Desk Settings Pane
Help Desk Settings
Help Desk Settings Pane
Help Desk Settings
“User Portal” authentication only(Not generally applicable)
Active Directory
Help Desk Settings Pane
Reporting
Reporting
• Ticket Reports (open, closed, etc)
• Export to Excel
• SQL Reports
?User Adoption
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
Basic Customization
Custom Fields
Advanced Settings Pane
Custom Fields
Advanced Settings Pane
Custom Fields
Advanced Settings Pane
Custom Fields
Advanced Settings Pane
Custom Fields
Advanced Settings Pane
Custom Fields
Advanced Settings Pane
Custom Fields
Advanced Settings Pane
Custom Fields
Advanced Settings Pane
Custom Fields
Advanced Settings Pane
User Custom Fields
User Custom Fields
User Custom Fields
User Custom Fields
Modifying Categories
Modifying Categories
Advanced Settings Pane
Modifying Categories
Advanced Settings Pane
Modifying Categories
Advanced Settings Pane
Modifying Categories
Advanced Settings Pane
Modifying Categories
Advanced Settings Pane
Modifying Categories
Advanced Settings Pane
Modifying Categories
Advanced Settings Pane
Modifying Categories
Thanks to SpiceWorld Boston Sponsor
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