Helpdesk Categories & Automation

[pjhunt]

Hi All,

 

We are reviewing our helpdesk and looking to expand our categories of tickets i have listed the ones we use below, we find others being used a lot would anybody be willing to share the kind of categories you have and any automation you have built that have helped with priority and the like,

 

• Network/Permission Issues
  
• Website Unblock Request
  
• Lost file/Backup Restore Needed
  
• Equipment Failure
  
• New Software Install Required
  
• Software Issues/trouble
  
• Website Change/Upload/Page Creation & Design
  
• E-Mail Submitted Ticket
  
• Other
  
• Hardware/Software Quote Required
  
• Project/Upgrade Required
  

[steve]

New folder / storage / folder access

New mailbox / shared mailbox / mailbox access

New User / new account

Specific system access where not SSO

Depending if you have MS 365 - new team, sharepoint site, etc.

If you manage any websites - changes, updates.

Telephony changes / updates

Printing issues / add toner / add paper

MFA issues (could be under user access)

Wifi access (networking?)

[mbedford]

I used to go down the route of a category for every problem. Then when I was migrating our helpdesk to a new solutions (OSTicket for the win BTW), I realised, I wasn't really helping, was actually slowing down the call logging process. So now it's

 

Problem

Request

Project

Misc

 

Nice and simple, all the other work is done in the assigning of priorities and SLAs etc. Have a think about what you are trying to achieve, a pretty report breaking down all of your jobs logged into a graph that no one looks at. Or an efficient and user friendly service.

 

I don't mean to sound like I'm knocking anyone's idea, but speaking from experience, it was just a waste of time IMO.