Helpdesk Software

[leon999uk]

Hi Guys,

 

Just starting to revamp my helpdesk software (Webhelpdesk)

What request types would you suggest?

 

My basic starting point i am looking at is:

 

Software

Workstation

Printing / Scanning Copier

Telephones and Mobile Devices

Interactive Board

Web / Internet

Reset Student ID

Report Missing or Stolen Equipment

Report Virus / Malicious Software

 

These will be the first options users will see when reporting a problem, then each one will be branching off into different sub categories.

 

The scenario is that we have had this software a short while and i have got it going, but now looking at expanding it and using it to its full potential, i am starting to prepare it for users to use, and i want to try and make it as use friendly as possible as users here have not been able to log calls through helpdesk software before its always been via email and telephone.

 

I am planning to obviously add FAQ's etc but need to get what i call the core request types setup and work out what sub categories etc .

 

What do you all think and any suggestions?

What have any of you got listed as your categories?

 

Any suggestions appreciated

[mac_shinobi]

Hi Guys,

 

Just starting to revamp my helpdesk software (Webhelpdesk)

What request types would you suggest?

 

My basic starting point i am looking at is:

 

Software

Workstation

Printing / Scanning Copier

Telephones and Mobile Devices

Interactive Board

Web / Internet

Reset Student ID

Report Missing or Stolen Equipment

Report Virus / Malicious Software

 

These will be the first options users will see when reporting a problem, then each one will be branching off into different sub categories.

 

The scenario is that we have had this software a short while and i have got it going, but now looking at expanding it and using it to its full potential, i am starting to prepare it for users to use, and i want to try and make it as use friendly as possible as users here have not been able to log calls through helpdesk software before its always been via email and telephone.

 

I am planning to obviously add FAQ's etc but need to get what i call the core request types setup and work out what sub categories etc .

 

What do you all think and any suggestions?

What have any of you got listed as your categories?

 

Any suggestions appreciated

 

I would do the main category types and then do sub categories from there

 

ie

 

--> Hardware

 

<> Desktop Computer

 

* Hardware Repair

* Item 2

 

<> Laptop Computer

 

* Hardware Repair

* Item 2

 

--> Software

 

<> Desktop Computer

 

* Malware ( virus, spyware etc )

* New Software Request

 

<> Laptop Computer

 

* Malware ( virus, spyware etc )

* New Software Request

 

<> Networking

 

* Wireless

* Wired

* Password Reset

 

That way its a bit neater and divided accordingly ( obviously including the other items you mentioned )

Edited February 9, 2010 by mac_shinobi

[Edu-IT]

Go for as few as possible.

Categories.bmp

[leon999uk]

I would do the main category types and then do sub categories from there

 

ie

 

--> Hardware

 

<> Desktop Computer

 

* Hardware Repair

* Item 2

 

<> Laptop Computer

 

* Hardware Repair

* Item 2

 

--> Software

 

<> Desktop Computer

 

* Malware ( virus, spyware etc )

* New Software Request

 

<> Laptop Computer

 

* Malware ( virus, spyware etc )

* New Software Request

 

<> Networking

 

* Wireless

* Wired

* Password Reset

 

That way its a bit neater and divided accordingly ( obviously including the other items you mentioned )

 

Yeah thats what i am aiming towards to keep it simple but i also want to push the users into giving as much info as possible by using the categories.

e.g:

 

Interactive Board >> Smartboard >> Error

Interactive Board >> Smartboard >> Loose Cable

 

so with the 2 option above, i will not let them enter any details on the option of

 

Interactive Board or Smartboard, i will push them to make a choice of either Error or Loose cable (for example) and only if they pick either of them 2 options will they then be able to fill in the details on the ticket.

 

I understand that each category is going to have different sub categories, and i will need to work out where i give them the option on each one to put in the details to fill out for the problem or query.

 

Does this sound sensible? i think it will get the users to think more about reporting things, instead of just emailing a load of gobbledy gook and me spending ages trying to get more information etc..

[leon999uk]

Go for as few as possible.

 

Thanks for the screen grab, and that is what i hope to do i want to make it simple yet flexible.

Edited February 9, 2010 by leon999uk

[Edu-IT]

If you give too many options chances are they'll put it under the wrong one or just get confused. You can recatagorise it later if need be. It's also easier when it comes to create queues and producing reports. (IMO!)

[leon999uk]

If you give too many options chances are they'll put it under the wrong one or just get confused. You can recatagorise it later if need be. It's also easier when it comes to create queues and producing reports. (IMO!)

 

Thats what i am going to be slimming down, so that they cant put it in the wrong place!

 

Heres My Current Catagories that i am going to be changing:

http://i101.photobucket.com/albums/m50/devilsson999uk/Picture1.png

 

to something like the start post:

 

Software

Workstation

Printing / Scanning Copier

Telephones and Mobile Devices

Interactive Board

Web / Internet

Reset Student ID

Report Missing or Stolen Equipment

Report Virus / Malicious Software

 

but want know what everyone else has setup!

Edited February 9, 2010 by leon999uk
Added extra content

[mac_shinobi]

Yeah thats what i am aiming towards to keep it simple but i also want to push the users into giving as much info as possible by using the categories.

e.g:

 

Interactive Board >> Smartboard >> Error

Interactive Board >> Smartboard >> Loose Cable

 

so with the 2 option above, i will not let them enter any details on the option of

 

Interactive Board or Smartboard, i will push them to make a choice of either Error or Loose cable (for example) and only if they pick either of them 2 options will they then be able to fill in the details on the ticket.

 

I understand that each category is going to have different sub categories, and i will need to work out where i give them the option on each one to put in the details to fill out for the problem or query.

 

Does this sound sensible? i think it will get the users to think more about reporting things, instead of just emailing a load of gobbledy gook and me spending ages trying to get more information etc..

 

might be an idea if you could give them an option to specify which room and click ok and then specify which device whether it be a computer / projector and then give them a text field where they can type what the issue is that way you have some chance of finding out which room it is, which device, then a brief descrip of the issue

[leon999uk]

might be an idea if you could give them an option to specify which room and click ok and then specify which device whether it be a computer / projector and then give them a text field where they can type what the issue is that way you have some chance of finding out which room it is, which device, then a brief descrip of the issue

 

That is all part of it as well, i can force them to specify a room and asset or enter in a make and model (were waiting for our asset discovery software before i start manually entering in things) once we got that i will be assigning assets to users and assets to room, so they can then pick only assets that belong to them or in the room they teach in.

 

but just want to streamline the request types first! once i got my request types sorted and all sub categories, i can then force the options or picking rooms and assets etc... and also chuck in a load of FAQ's so as they start logging a job and selecting the categories Faq's relevant to what they are selecting will pop up!

Edited February 9, 2010 by leon999uk