Do you use a Ticket System/Help-desk System?

[unixman_again]

"too business like"? IMO you should have a ticketing system as part of professional service delivery - even if you are a lone tech doing part time support.

What he said

 

We wouldn't be without a ticketing system and we have full backing of SMT to say when somebody collars us, "Raise a support ticket and we'll investigate". The only person we don't say this to is the principal but then we don't need to as she raises tickets (or her PA does).

[hardtailstar]

We use Spiceworks internally in the IT Department.

 

We have a email group set up that goes to myself and my manager.

 

Users have to email that group, we then put it into Spiceworks or flag it as a task in outlook if short on time.

 

When replying back to the user we try to remember to include each other in.

 

We both know what jobs their are to do and we tend to talk most of the time about jobs.

[victormadrid]

Fully Agree. Ticketing system is a have to. I recommend you to check one of my favourites ticket systems (https://www.mantisbt.org/). Easy and simple! If you need extra features then go to Integria IMS (Integria IMS | Software de Ticketing, Gestión de Proyectos y CRM).

[WithoutMotive]

Another Spiceworks user here.

Most jobs go through here via email or via the portal. If I can, I try to direct people to use it. If they need to know the progress of the job, I direct them to the portal where they can check the notes and see what's happening.

[CHM-ITServices]

Freshdesk here.

 

Helpdesk is a must IMO. My dept was getting the blame too many times, members of staff telling SLT that they had told the IT department (which was lie). Funnily enough, since its introduction we don't get the blame anymore. We also find it very useful for tracking a job from start to end. We have auto closure setup when certain status' are set (waiting for reply), if the staff member doesn't reply with 8 hours, the ticket closes. On the flip-side we have SLAs in place for priority and the staff have been well aware of them -everyone's a winner!

 

Our motto is, if it isn't a ticket, it isn't a job. You 'd be amazed how quickly staff pick it up! It does help that we have the full backing of the headteacher

[mikeprice]

Used to use Spiceworks here and it worked great

 

Unfortunatly the staff couldn't cope with it - it was 'too difficult' to raise a ticket (i.e. fill in a form on the website

 

SO we have gone back to the "Oh Mike - while your passing" method of logging faults - which involves me forgetting about 20% of them!

 

Ticketing seems like a better idea

[theeggmaster]

Spiceworks here too. Our staff just email the it.support email address and it logs the job automatically. I also use it as a reminder system for when I'm out and about if someone catches me. I just email it.support and use the Tickets Anywhere hashtag to assign the job to me. When I'm back at my desk I have a list of jobs that I've already forgotten I'd sent in the first place.