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Configuring new help desk ticketing

By mgonzales ·
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

by rt735 In reply to Configuring new help desk ...

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

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I'm in the same boat

by wtburnette67 In reply to Not to paraphrase, or cop ...

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?

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Remedy

by rt735 In reply to I'm in the same boat

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

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FocalScope

by Jake Bigley In reply to Configuring new help desk ...

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.

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