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General Chat Thread, Help Desk Ticket Categories in General; Hi, I'm in the process of reviewing my helpdesk categories as we don't seem to have everything covered. We have ...
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    Help Desk Ticket Categories

    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 ?

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    maniac's Avatar
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    Re: Help Desk Ticket Categories

    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.

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    Re: Help Desk Ticket Categories

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

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    Re: Help Desk Ticket Categories

    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.

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    Re: Help Desk Ticket Categories

    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)

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    plexer's Avatar
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    Re: Help Desk Ticket Categories

    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

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    Re: Help Desk Ticket Categories

    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

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    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

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    LOUD's Avatar
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    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??

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    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.

  11. #11

    Edu-IT's Avatar
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    Quote Originally Posted by LOUD View Post
    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

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    joe90bass's Avatar
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    Quote Originally Posted by Edu-IT View Post
    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!
    Last edited by joe90bass; 20th October 2008 at 08:50 PM.

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    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

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