Help Desk Ticket Categories

[Benji1]

Hi, I'm in the process of reviewing my helpdesk categories as we don't seem to have everything covered. We have :-

Hardware Development
Hardware Fault
SIMS Development
SIMS Fault
SIMS Group Changes
SIMS Timetable Changes
Software Development
Software Fault
Training
Health & Safety
Purchasing Requests
Printing Requests
Servers - Automatic Responce

What categories do you have ?

[maniac]

We've got the following

Logon Problem
CMIS
Printer Ink Request
New Username Request
Printing Problem
E-Portal
E-Mail
Other
Telephones
Wireless Problems
Blocked Website
Equipment Request
Internet Ban
Software Install
Software Problems
Hardware Problems
Assembly Requests

They're not in a very logical order sorry! That is the order they've evolved into as catagories have been added and removed from our system.

We don't like having the catagory 'other' but after a review, we decided to keep it, as there are always some requests that don't fit the other catagories.

[Benji1]

Yea I'm avoiding "Other" because then the teachers will just use that for everything

[localzuk]

I am setting up such a system at the moment and am limiting it to just a few, such as:

Printers
Logon Problems
SIMS.net & Related
Internet
Email
Hardware
Software
Other/General

The reason for this is due to staff just becoming confused when there are many categories. I even had to explain the difference between 'Software' and 'Hardware' to one staff member once. I did attempt to have a list of software be available for software issues but was told it will just confuse people because they don't pay attention to what software they are using. (Which I will have to say is true. I am constantly being told 'my windows is not working' when they actually mean that their icon to open Word has been moved on their desktop).

Also, the thing with the categories is to allow easier control by our end, so recategorising isn't that big an issue.

[CyberNerd]

My advice is to keep it simple, as above -most staff won't be able to distinguish between a hardware error and a software error.

we do:

General
printers
CMIS
new software
new hardware projecets (new builds etc)

[plexer]

I have consumbales, faults and requests.

If I wanted to subdivide it I could move things into new queues etc... but giving staff too much choice is bad.

Ben

[acb_]

This is our list:

Administrative Software Change
Application or Operating System Help
Computer Problem
Computer Upgrade
Equipment set-up
Handheld problem
Hardware Problem
Hardware purchase
Infrastructure Maintenance
Infrastructure Upgrade
Misuse
New User Account Needed
Office Disk Request
Printer Problem
Research and Development
SIMS Problem
Software Bug Report
Software Request
Stock Control
User Account Problem
Video Conferencing

[AndyD]

In our old system I used to have various different categories but a lot of users just found it over complicated. I now have:

• Tecnical Support
• General
• Setup
• Library
• Website
• Fronter

[LOUD]

what are you using for your helpdesk.

I am currently looking for a web based help desk. Ticket system, sick of being stopped in staff room or in the corridor or calls to the office and no record of the problem written down.

Just get my machine is broke??

[AndyD]

I am using Kayako Support Suite for over a year now and am very happy with it and haven't had any complaints from staff members on how to use it.

[Edu-IT]

what are you using for your helpdesk.

I am currently looking for a web based help desk. Ticket system, sick of being stopped in staff room or in the corridor or calls to the office and no record of the problem written down.

Just get my machine is broke??

OP Software - My Little Helpdesk

[joe90bass]

OP Software - My Little Helpdesk

Just ordered it today. We have been using Ilient free version, but for £75 MLH looks hard to beat! Plus it keeps ICT-NUT in food and drink for another week

Interesting comments on categories, had never thought to keep it to a few so as not to confuse the teachers (bless 'em), it hasn't been an issue in the past as we only had staff e-mailing in, so all came in as support-general in Ilient, but with MLH I intend using integrated Authentication so staff can have a bit more control over their tickets, and hopefully use the knowledgebase!

[Joedetic]

OK. Here's our lot...and I mean LOT.

Account Blocking
Anti Virus
Backup / Recovery
CCTV
Classroom Assistance
CMIS
Digital Signage
ECDL Tests
E-Mail
e-Portal
Equipment Installation
Equipment Loans
Equipment Setup
Extranet
Faxing
Hardware Faults
Headphones
Internet Problems
Log In Problems
Net Support School
Network Security
Other
Password Resets
Phones
Photos
Planning / Development
Printer Problems
Printing Requisitions
Profiles Problems
Projector / IWB
Radios pkeegan
Research / Investigate
Scanning
Security
Server Tasks
Sharepoint
Software Faults
Software Installations
Video Conferencing
Website
Wireless Network