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Help Desk and User Portal Presented By:

Setting Up Help Desk And User Portal

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Page 1: Setting Up Help Desk And User Portal

Help Desk and User Portal

Presented By:

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Where Can I Get This Information?

• Spiceworks Help

• Spiceworks TV

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Help Desk

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Help Desk• Typical Lifecycle

• Use Cases

• Reporting

• Setup

• User Adoption

• Basic Customization

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What is a Help Desk??

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A “single point of contact” between IT and its users.

Source: http://www.knowledgetransfer.net/dictionary/ITIL/en/Help_Desk.htm

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?Why Use a Help Desk?

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Why use a Help Desk?

• Keep track of your work

• Keep your users informed

• Build your business case

• Capture Knowledge

• Become Efficient

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activeRe

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activeRePro

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Help Desk Poll?

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Issue Tracking

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• No formal issue tracking

Issue Tracking

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• No formal issue tracking

• Track most user issues

Issue Tracking

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• No formal issue tracking

• Track most user issues

• Track every user issue

Issue Tracking

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• No formal issue tracking

• Track most user issues

• Track every user issue

• Track every task (user issues, change requests, checkout/in)

Issue Tracking

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Issue Tracking System

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• Spiceworks Help Desk

Issue Tracking System

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• Spiceworks Help Desk

• Other Help Desk software

Issue Tracking System

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• Spiceworks Help Desk

• Other Help Desk software

• Spreadsheet

Issue Tracking System

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• Spiceworks Help Desk

• Other Help Desk software

• Spreadsheet

• Email

Issue Tracking System

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• Spiceworks Help Desk

• Other Help Desk software

• Spreadsheet

• Email

• Post-its

Issue Tracking System

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Ticket Lifecycle

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Ticket Lifecycle• Create

• Assign

• Respond

• Work

• Capture

• Close

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Ticket Lifecycle• Create

• Assign

• Respond

• Work

• Capture

• Close

No Particular

Order

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Spiceworks Help Desk

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Create

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Create

UserAdmin

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Create

PortalEmail

UserAdmin

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Admin Ticket Creation

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Email Ticket Creation

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Email Ticket Creation

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Email Ticket Creation

SummaryDescriptionAttachment

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Email Ticket Creation

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Email Ticket Creation

Summary

DescriptionAttachment

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Email Ticket Creation

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Email Ticket Creation

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Email Ticket Creation

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Email Ticket Creation

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Portal Ticket Creation

http://server/helpdesk

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Portal Ticket Creation

http://server/helpdesk

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Portal Ticket Creation

http://server/helpdesk

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Portal Ticket Creation

http://server/helpdesk

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Assign

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Assign

• “Arbiter” assigns based on:

• Round Robin

• Knowledge Centric

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Assign

• “Arbiter” assigns based on:

• Round Robin

• Knowledge Centric

• “Accept” Tickets

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Assigning a Ticket

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Assigning a Ticket

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Assigning a Ticket

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Assigning a Ticket

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Assigning a Ticket

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Assigning a Ticket

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Assigning a Ticket

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Assigning a Ticket

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Assigning a Ticket

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Accepting a Ticket

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Accepting a Ticket

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Accepting a Ticket

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Accepting a Ticket

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Respond

• Respond to users directly

• See related comments

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Responding to a Ticket

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Responding to a Ticket

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Responding to a Ticket

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Responding to a Ticket

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Responding to a Ticket

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Responding to a Ticket

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Responding to a Ticket

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Responding to a Ticket

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Responding to a Ticket

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Work

• Device Specific

• Purchases

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Relating a Ticket

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Relating a Ticket

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Relating a Ticket

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Relating a Ticket

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Relating a Ticket

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Relating a Ticket

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Relating a Ticket

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Relating a Ticket

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Relating a Ticket

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Adding Purchases

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Adding Purchases

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Adding Purchases

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Adding Purchases

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Adding Purchases

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Adding Purchases

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Adding Purchases

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Adding Purchases

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Adding Purchases

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Adding Purchases

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Adding Purchases

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Capture

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Capture

• Progress Details

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Capture

• Progress Details

• Order Information

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Capture

• Progress Details

• Order Information

• Outage Communication

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Capture

• Progress Details

• Order Information

• Outage Communication

• Time Spent

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Capturing Time Spent

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Capturing Time Spent

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Capturing Time Spent

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Capturing Time Spent

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Capturing Time Spent

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Capturing Time Spent

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Close

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Close

• Document Resolution

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Close

• Document Resolution

• Steps Taken

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Close

• Document Resolution

• Steps Taken

• People Involved

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Close

• Document Resolution

• Steps Taken

• People Involved

• New Ticket(s)

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Close

• Document Resolution

• Steps Taken

• People Involved

• New Ticket(s)

• Clears out of your queue

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Close

• Document Resolution

• Steps Taken

• People Involved

• New Ticket(s)

• Clears out of your queue

• User response will reopen

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Use Cases

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User Requests

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Change Control

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Service Level Agreements (SLA)

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Any/All Maintenance

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Check out/in

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Etc.?

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Setup

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Email Settings

Email Settings Pane

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Email Settings

Email Settings Pane

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Email Settings

DedicatedEmail

Address

Email Settings Pane

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Email Templates

Help Desk Settings Pane

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Help Desk Settings

Help Desk Settings Pane

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Help Desk Settings

“User Portal” authentication only(Not generally applicable)

Active Directory

Help Desk Settings Pane

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Reporting

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Reporting

• Ticket Reports (open, closed, etc)

• Export to Excel

• SQL Reports

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?User Adoption

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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

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Basic Customization

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Custom Fields

Advanced Settings Pane

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Custom Fields

Advanced Settings Pane

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Custom Fields

Advanced Settings Pane

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Custom Fields

Advanced Settings Pane

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Custom Fields

Advanced Settings Pane

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Custom Fields

Advanced Settings Pane

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Custom Fields

Advanced Settings Pane

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Custom Fields

Advanced Settings Pane

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Custom Fields

Advanced Settings Pane

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User Custom Fields

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User Custom Fields

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User Custom Fields

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User Custom Fields

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Modifying Categories

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Modifying Categories

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Advanced Settings Pane

Modifying Categories

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Advanced Settings Pane

Modifying Categories

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Advanced Settings Pane

Modifying Categories

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Advanced Settings Pane

Modifying Categories

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Advanced Settings Pane

Modifying Categories

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Advanced Settings Pane

Modifying Categories

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Advanced Settings Pane

Modifying Categories

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Thanks to SpiceWorld Boston Sponsor