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Scripts Thread, Auto assign tickets in Coding and Web Development; Due to imminent staff cuts we're going to have to stop using the insanely complicated Richmond help desk and get ...
  1. #1
    browolf's Avatar
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    Auto assign tickets

    Due to imminent staff cuts we're going to have to stop using the insanely complicated Richmond help desk and get something cheaper, simpler and less hands on. What I'd really like is one where jobs are auto-assigned based on category selected on an entry form. I tried freshdesk and hesk but neither seem to do it. I was kinda disappointed with freshdesk; it's so nice to look at and the app is cool but functionally I didn't like it. Rather than spend time trying them all out I figured you guys would have some ideas. :-)

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    With Kayako you can as you can use rules to trigger certain actions. Think Zendesk and Desk.com can too.

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    Edu-IT's Avatar
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    Auto assign tickets

    This one looks to as well. Web Helpdesk

    Webhelpdesk.com

    "Automated ticket updates may include:

    Updated ticket assignment
    Automated priority changes
    Add approval requirements
    Running multi-stage tasks
    Modify ticket fields
    Many moreÖ

    Business based action rules increase your teamís efficiencies through automation. Web Help Desk Action Rules allow you to automatically assign a ticket, at any stage in life, to the individual IT staff or staff group needed to fulfill the service. Easy to configure cascading rules use criteria defined as granular or general depending on your needs. These requirements criteria may be based on virtually any ticket field ó including your very own custom fields.

    Rule evaluation can be triggered at any stage of the ticketís lifecycle, ranging from its creation to a basic update. The flexibility is yours."
    Last edited by Edu-IT; 13th June 2014 at 08:34 PM.

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    Sysaid can do this, but at the more expensive end of what schools are prepared to pay, it might not work for you.

  5. #5

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    We find helpdesk is complicated and over priced, and can't handle the load now we have approx 50 tickets a day

    Very disappointed.

    Quote Originally Posted by Edu-IT View Post
    This one looks to as well. Web Helpdesk

    Webhelpdesk.com

    "Automated ticket updates may include:

    Updated ticket assignment
    Automated priority changes
    Add approval requirements
    Running multi-stage tasks
    Modify ticket fields
    Many moreÖ

    Business based action rules increase your teamís efficiencies through automation. Web Help Desk Action Rules allow you to automatically assign a ticket, at any stage in life, to the individual IT staff or staff group needed to fulfill the service. Easy to configure cascading rules use criteria defined as granular or general depending on your needs. These requirements criteria may be based on virtually any ticket field ó including your very own custom fields.

    Rule evaluation can be triggered at any stage of the ticketís lifecycle, ranging from its creation to a basic update. The flexibility is yours."

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    Look at manageengine servicedesk plus. It's free to use fully unlimited for less than 5 technicians.

  7. Thanks to davipton from:

    nicholab (15th June 2014)

  8. #7

    FN-GM's Avatar
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    Spiceworks can do this, plus its free.

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