Web Help Desk FAQ/Knowledgebase examples

[round2it]

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

Edited November 1, 2010 by round2it

[bodminman]

Something I was asking about in here a month or so ago.

 

Maybe room in the wiki somewhere!?!

[round2it]

Yes thats what i was thinking im sure we can all get some pretty good FAQ''s together

[round2it]

thats 3 FAQ's added anyone got any they want to share?

[round2it]

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

[bodminman]

I made the software but more specific ie: MS Office / SIMS etc

[round2it]

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.

[Akumos]

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!

[round2it]

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

Edited November 10, 2010 by round2it

[Akumos]

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.

[round2it]

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

[bodminman]

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.

[Akumos]

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.

[Earthling]

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.

[round2it]

any good faqs yet? care to share?

[Earthling]

Unfortunately, all the FAQ's are pretty basic, 'Janet & John' stuff......staff here aren't really in the 21st Century yet, but they're on their way, they're almost at the Y2K roundabout and should be with the rest of us in ten years or so.

 

Creating a Signature in Outlook.......that one went down well.

Proxy settings in IE, How to conect to your home wi-fi, direction to finding the Outlook Address Book and Distribution Groups.......

 

It's difficult to know what to set-up as a FAQ, if you don't get any feedback, only 10%-ish of users ever bother using WHD, and you get no support from SLT......I feel like I'm flogging a dead horse with it all, really. I've tried putting myself in the head-space of a newly-appointed teacher or NQT, to try to work out which questions they would frequently ask, but I've not had much success with that. Maybe if I kept taking the medication..........

 

So here we sit with this £800+ package that could make all our lives easier in way or another, and Disinterest Rools, OK.

[Akumos]

Erm... When you set up the LDAP connections it emails everyone with details on how to log in. It tells them their password is 'LDAP Password'. Alot of users thought LDAP Password was their actual password!

[kili]

I gave up on expecting someone with a degree to be able to login to a helpdesk and place a call, all the lazy have to do now is send an email to helpdesk@maildomainname and they still send students to the door. I send them back with ask your teacher to place a support request.

 

As for FAQ's I don't want to be any more negative than I have been but frankly they cant be bothered to read them and place a support request asking " How do I do this in word" I used to point them to our FAQ but there so thick/lazy they wont even help themselves.

 

so now I just tell them to go to help in the application and let them get on with it.

 

How many products are we expected to be an expert in?

Edited December 15, 2010 by vikpaw
LANGUAGE!!

[Akumos]

I gave up on expecting someone with a degree to be able to login to a helpdesk and place a call, all the lazy bastards have to do now is send an email to helpdesk@maildomainname and they still send students to the door. I send them back with ask your teacher to place a support request.

 

As for FAQ's I don't want to be any more negative than I have been but frankly they cant be bothered to read them and place a support request asking " How do I do this in word" I used to point them to our FAQ but there so thick/lazy they wont even help themselves.

 

so now I just tell them to go to help in the application and let them get on with it.

 

How many products are we expected to be an expert in?

 

LOL my network manager wants me to include this in our newsletter!

[kili]

LOL my network manager wants me to include this in our newsletter!

 

I'll happily give up the copyright, it's all yours

[Earthling]

Erm... When you set up the LDAP connections it emails everyone with details on how to log in. It tells them their password is 'LDAP Password'. Alot of users thought LDAP Password was their actual password!

 

Ye-es, I know that. I took the password requirement off in case it was too much for their little intellec........sorry......fingers to type, trying to make it as e-a-s-y as possible. Then i realised that it's not anything to do with that at all.....it's all to do with 'Can't do, won't do'.

[Earthling]

I gave up on expecting someone with a degree to be able to login to a helpdesk and place a call, all the lazy have to do now is send an email to helpdesk@maildomainname and they still send students to the door. I send them back with ask your teacher to place a support request.

 

As for FAQ's I don't want to be any more negative than I have been but frankly they cant be bothered to read them and place a support request asking " How do I do this in word" I used to point them to our FAQ but there so thick/lazy they wont even help themselves.

 

so now I just tell them to go to help in the application and let them get on with it.

 

How many products are we expected to be an expert in?

 

Hey......are you sure we're not working at the same place?

Edited December 15, 2010 by vikpaw
Quoted LANGUAGE!!

[kili]

No we just work with the same type of people. Went to school, went to uni, went back to school never had to work in the private sector so have no idea what it's like in the real world so they don't worry about little things like making an effort ,

 

Hope my daughters not reading this she's a teacher lol...

Edited November 17, 2010 by kili

[round2it]

I gave up on expecting someone with a degree to be able to login to a helpdesk and place a call, all the lazy have to do now is send an email to helpdesk@maildomainname and they still send students to the door. I send them back with ask your teacher to place a support request.

 

As for FAQ's I don't want to be any more negative than I have been but frankly they cant be bothered to read them and place a support request asking " How do I do this in word" I used to point them to our FAQ but there so thick/lazy they wont even help themselves.

 

so now I just tell them to go to help in the application and let them get on with it.

 

How many products are we expected to be an expert in?

 

this made me laugh today (thankyou)

Edited December 15, 2010 by vikpaw
Quoted LANGUAGE!!!