+ Post New Thread
Page 1 of 2 12 LastLast
Results 1 to 15 of 24
Network and Classroom Management Thread, Web Help Desk FAQ/Knowledgebase examples in Technical; I am currently implementing web help desk and i am starting the FAQ section i was wondering if you nice ...
  1. #1
    round2it's Avatar
    Join Date
    May 2009
    Location
    UK
    Posts
    991
    Thank Post
    193
    Thanked 143 Times in 101 Posts
    Rep Power
    36

    Web Help Desk FAQ/Knowledgebase examples

    I am currently implementing web help desk and i am starting the FAQ section i was wondering if you nice people might share your FAQ sections that you have taken so long to compile for your systems.

    We run here

    Office 2003
    Exchange 2003 Mainly OWA
    IE7
    Audacity
    Scratch
    Corel Draw x4 urghhhhh
    Adobe Photoshop cs2
    Macromedia Studio Flash,Dreamweaver,Fireworks
    Sims.net(any how to guides for teachers would be great)
    using windows maybe? we all have this kind of staff
    all sorts of odd stuff here and there

    anything would be much appretiated.



    I just want to compile a decent FAQ section before i let the teachers loose on it

    Thanks in advance
    Last edited by round2it; 1st November 2010 at 09:48 PM.

  2. #2
    bodminman's Avatar
    Join Date
    Apr 2007
    Location
    Sunny Suffolk
    Posts
    1,153
    Thank Post
    724
    Thanked 224 Times in 116 Posts
    Rep Power
    84
    Something I was asking about in here a month or so ago.

    Maybe room in the wiki somewhere!?!

  3. Thanks to bodminman from:

    round2it (9th November 2010)

  4. #3
    round2it's Avatar
    Join Date
    May 2009
    Location
    UK
    Posts
    991
    Thank Post
    193
    Thanked 143 Times in 101 Posts
    Rep Power
    36
    Yes thats what i was thinking im sure we can all get some pretty good FAQ''s together

  5. #4
    round2it's Avatar
    Join Date
    May 2009
    Location
    UK
    Posts
    991
    Thank Post
    193
    Thanked 143 Times in 101 Posts
    Rep Power
    36
    thats 3 FAQ's added anyone got any they want to share?

  6. #5
    round2it's Avatar
    Join Date
    May 2009
    Location
    UK
    Posts
    991
    Thank Post
    193
    Thanked 143 Times in 101 Posts
    Rep Power
    36
    Well i think it is ready to roll out to staff now........wish me luck just need some more FAQs its hard to explain in a polite way (put paper in the printer)


    I have in my helpdesk system ticket types

    Computer
    Printer
    Toner request
    Software
    Internet
    Whiteboard
    Projector
    Student problems
    VLE
    Can you guys think of anything i have missed

  7. #6
    bodminman's Avatar
    Join Date
    Apr 2007
    Location
    Sunny Suffolk
    Posts
    1,153
    Thank Post
    724
    Thanked 224 Times in 116 Posts
    Rep Power
    84
    I made the software but more specific ie: MS Office / SIMS etc

  8. Thanks to bodminman from:

    round2it (9th November 2010)

  9. #7
    round2it's Avatar
    Join Date
    May 2009
    Location
    UK
    Posts
    991
    Thank Post
    193
    Thanked 143 Times in 101 Posts
    Rep Power
    36
    Quote Originally Posted by bodminman View Post
    I made the software but more specific ie: MS Office / SIMS etc
    I also have done it so that once they select the request type ie software,computer ,internet etc it brings a more specific drop down box with sims,ms office,flash,dreamweaver etc#

    i cant help thinking i have missed off something though i wish i had the time to do some how too guides.

  10. #8
    Akumos's Avatar
    Join Date
    Nov 2008
    Location
    Birmingham
    Posts
    12
    Thank Post
    0
    Thanked 3 Times in 3 Posts
    Rep Power
    12
    We chose Software / Hardware for the catagories thinking too much information would put the user off using the system.

    Running for a month now, it's great!

  11. Thanks to Akumos from:

    round2it (10th November 2010)

  12. #9
    round2it's Avatar
    Join Date
    May 2009
    Location
    UK
    Posts
    991
    Thank Post
    193
    Thanked 143 Times in 101 Posts
    Rep Power
    36
    Quote Originally Posted by Akumos View Post
    We chose Software / Hardware for the catagories thinking too much information would put the user off using the system.

    Running for a month now, it's great!
    Have the staff taken to it ? How did you promote it?

    I have made ours a little different as i want the help desk to work for me by being able to identify software,equipment and staff that are not up for the job

    certain teachers always send students down for silly things like the mouse is not working on xyz pc (yea thanks for telling me but why did it take 3 students to come and tell me) this must be affecting learning especially when i get to the room they have 20 other computers they could have used
    Last edited by round2it; 10th November 2010 at 08:24 AM.

  13. #10
    Akumos's Avatar
    Join Date
    Nov 2008
    Location
    Birmingham
    Posts
    12
    Thank Post
    0
    Thanked 3 Times in 3 Posts
    Rep Power
    12
    Over 100 tickets so far. We only promoted it with half a page of intranet space. Their free support walked us through connecting it to AD so staff used the same user name and passwords.

  14. Thanks to Akumos from:

    round2it (10th November 2010)

  15. #11
    round2it's Avatar
    Join Date
    May 2009
    Location
    UK
    Posts
    991
    Thank Post
    193
    Thanked 143 Times in 101 Posts
    Rep Power
    36
    yea thats the bit i need to get working LDAP connection i could not get it to work from my machine but i am installing it to a server today so that might help things

  16. #12
    bodminman's Avatar
    Join Date
    Apr 2007
    Location
    Sunny Suffolk
    Posts
    1,153
    Thank Post
    724
    Thanked 224 Times in 116 Posts
    Rep Power
    84
    We're starting to use WebHelpdesk which was a doddle to setup and is really easy for the punters to log calls.

    So far we've got 10 people using it so that I can ensure any issues/queries are ironed out before the big rollout next week.

  17. Thanks to bodminman from:

    round2it (12th November 2010)

  18. #13
    Akumos's Avatar
    Join Date
    Nov 2008
    Location
    Birmingham
    Posts
    12
    Thank Post
    0
    Thanked 3 Times in 3 Posts
    Rep Power
    12
    We have it running on our intranet server! Their support line is great, they offer free help even if your only planning to use the lite version.

  19. Thanks to Akumos from:

    round2it (12th November 2010)

  20. #14


    Join Date
    Jan 2009
    Posts
    1,225
    Thank Post
    150
    Thanked 238 Times in 164 Posts
    Rep Power
    155
    I've had WebHelpDesk for about two years now, it's terrific, all of it. Asset Tracking, LDAP, Reporting, Fault Tracking.......the whole nine yards.

    Only problem is the staff, who've largely ignored it. Two years and it's only just logged the 1,000th call. This despite removing the need to enter a password, creating a link in Favourites and Links with GP, and constantly chanting, 'Would you log a call for this, please?'. I'm going to set-up e-mail ticket creation later this week, see if that improves the usage.

    Nice to know that other schools/colleges are using it, though, I thought I was the only one. But I'm not allowed out much.

  21. Thanks to Earthling from:

    round2it (12th November 2010)

  22. #15
    round2it's Avatar
    Join Date
    May 2009
    Location
    UK
    Posts
    991
    Thank Post
    193
    Thanked 143 Times in 101 Posts
    Rep Power
    36
    any good faqs yet? care to share?

SHARE:
+ Post New Thread
Page 1 of 2 12 LastLast

Similar Threads

  1. Domestic web filtering wanted
    By OverWorked in forum Internet Related/Filtering/Firewall
    Replies: 17
    Last Post: 17th June 2010, 11:22 AM
  2. Web Help Desk Software Attending BETT Show
    By whd_guy in forum BETT 2014
    Replies: 0
    Last Post: 8th January 2009, 05:04 PM
  3. Web-based Help Desk Software
    By nsherin in forum How do you do....it?
    Replies: 37
    Last Post: 2nd October 2008, 07:21 PM
  4. Replies: 5
    Last Post: 9th July 2006, 03:42 PM

Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •