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  

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•  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

Email

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