Benji1 Posted March 18, 2007 Posted March 18, 2007 Hi, I'm in the process of reviewing my helpdesk categories as we don't seem to have everything covered. We have :- Hardware Development Hardware Fault SIMS Development SIMS Fault SIMS Group Changes SIMS Timetable Changes Software Development Software Fault Training Health & Safety Purchasing Requests Printing Requests Servers - Automatic Responce What categories do you have ?
maniac Posted March 18, 2007 Posted March 18, 2007 We've got the following Logon Problem CMIS Printer Ink Request New Username Request Printing Problem E-Portal E-Mail Other Telephones Wireless Problems Blocked Website Equipment Request Internet Ban Software Install Software Problems Hardware Problems Assembly Requests They're not in a very logical order sorry! That is the order they've evolved into as catagories have been added and removed from our system. We don't like having the catagory 'other' but after a review, we decided to keep it, as there are always some requests that don't fit the other catagories.
Benji1 Posted March 18, 2007 Author Posted March 18, 2007 Yea I'm avoiding "Other" because then the teachers will just use that for everything
localzuk Posted March 18, 2007 Posted March 18, 2007 I am setting up such a system at the moment and am limiting it to just a few, such as: Printers Logon Problems SIMS.net & Related Internet Email Hardware Software Other/General The reason for this is due to staff just becoming confused when there are many categories. I even had to explain the difference between 'Software' and 'Hardware' to one staff member once. I did attempt to have a list of software be available for software issues but was told it will just confuse people because they don't pay attention to what software they are using. (Which I will have to say is true. I am constantly being told 'my windows is not working' when they actually mean that their icon to open Word has been moved on their desktop). Also, the thing with the categories is to allow easier control by our end, so recategorising isn't that big an issue.
CyberNerd Posted March 18, 2007 Posted March 18, 2007 My advice is to keep it simple, as above -most staff won't be able to distinguish between a hardware error and a software error. we do: General printers CMIS new software new hardware projecets (new builds etc)
plexer Posted March 19, 2007 Posted March 19, 2007 I have consumbales, faults and requests. If I wanted to subdivide it I could move things into new queues etc... but giving staff too much choice is bad. Ben
acb_ Posted March 19, 2007 Posted March 19, 2007 This is our list: Administrative Software Change Application or Operating System Help Computer Problem Computer Upgrade Equipment set-up Handheld problem Hardware Problem Hardware purchase Infrastructure Maintenance Infrastructure Upgrade Misuse New User Account Needed Office Disk Request Printer Problem Research and Development SIMS Problem Software Bug Report Software Request Stock Control User Account Problem Video Conferencing
AndyD Posted October 20, 2008 Posted October 20, 2008 In our old system I used to have various different categories but a lot of users just found it over complicated. I now have: Tecnical Support General Setup Library Website Fronter
LOUD Posted October 20, 2008 Posted October 20, 2008 what are you using for your helpdesk. I am currently looking for a web based help desk. Ticket system, sick of being stopped in staff room or in the corridor or calls to the office and no record of the problem written down. Just get my machine is broke??
AndyD Posted October 20, 2008 Posted October 20, 2008 I am using Kayako Support Suite for over a year now and am very happy with it and haven't had any complaints from staff members on how to use it.
Edu-IT Posted October 20, 2008 Posted October 20, 2008 what are you using for your helpdesk. I am currently looking for a web based help desk. Ticket system, sick of being stopped in staff room or in the corridor or calls to the office and no record of the problem written down. Just get my machine is broke?? OP Software - My Little Helpdesk
joe90bass Posted October 20, 2008 Posted October 20, 2008 (edited) OP Software - My Little Helpdesk Just ordered it today. We have been using Ilient free version, but for £75 MLH looks hard to beat! Plus it keeps ICT-NUT in food and drink for another week Interesting comments on categories, had never thought to keep it to a few so as not to confuse the teachers (bless 'em), it hasn't been an issue in the past as we only had staff e-mailing in, so all came in as support-general in Ilient, but with MLH I intend using integrated Authentication so staff can have a bit more control over their tickets, and hopefully use the knowledgebase! Edited October 20, 2008 by joe90bass
Joedetic Posted October 21, 2008 Posted October 21, 2008 OK. Here's our lot...and I mean LOT. Account Blocking Anti Virus Backup / Recovery CCTV Classroom Assistance CMIS Digital Signage ECDL Tests E-Mail e-Portal Equipment Installation Equipment Loans Equipment Setup Extranet Faxing Hardware Faults Headphones Internet Problems Log In Problems Net Support School Network Security Other Password Resets Phones Photos Planning / Development Printer Problems Printing Requisitions Profiles Problems Projector / IWB Radios pkeegan Research / Investigate Scanning Security Server Tasks Sharepoint Software Faults Software Installations Video Conferencing Website Wireless Network
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