I am hoping to get some feedback or a greate resource for this topic. I am in the process of setting up a help desk ticketing system and want suggestion on catergories for tickets. I already have all the systems that need to be address but was curious what other have done with categories.
Thanks
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Not to paraphrase, or copyright
I dont see any harm in using the same categories as i.e remedy? check it out, if that doesnt do it for you i will respond with everyday issues, that i encounter at least
2nd Jan 2008
Replies
I already have a helpdesk software package (TrackIT by Numara Software) and we're looking to change the structure of it. I went to the BMC site and checked the page for Remedy, but didn't see anything that listed their categories for entering tickets. Does anyone have a list they can post or a link to a site that has something?
wtburnette67@...
10th Jan 2008
Sorry if i was still working with it i would post every cat. i now work with a mainframe ticketing system that only consists of 2 categorys, appl:hardw
rt735@...
11th Jan 2008
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FocalScope
At our office, we use categories to demark whole departments like sales, support, technical, etc. So each is linked to one email address like sales@company.com, support@company.com... The only system we found that could route tickets in this way and still manage personal staff email addresses is http://www.focalscope.com. Its not free, but it has this ability and solid ticketing + ticket history.
Updated - 23rd Feb 2012
