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Help Desk Ticket Categories

By Acenhole ·
I am in the process of implementing a new ticket system for my help desk. Does anyone have an inclusive list of ticket categories? Example:

DESKTOP SUPPORT> Printers> Toner Low
DESKTOP SUPPORT> Printers> Maintenance Required
DESKTOP SUPPORT> Printers> Paper Jam

I am looking for everything that you have! Thank you!

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whats right for you

by JamesRL In reply to Help Desk Ticket Categori ...

Don't try and plan whats right for the average customer - try and determine whats right for your organization.

In some organizations, there is one tech for printers, or printers are handled by an outside organization - so fewer catagories are needed. In others they are handled by a wider range of staff - some deskside, some bench techs etc. So look at your own organization and determine what the best fit is.

There are no short cuts. If you have too many catagories, people will not scroll through the long lists and miscatagorise them. If you have too few you don't get the data you need.

James

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I agree

by Hawleysr In reply to whats right for you

Each organization is different and will have different needs thus ticket catagories. The resourses you should be tapping are your staff. They are going to be the one's to help you with what catagories are needed since they have been the one's answering them in the past.


Hope this helps

Hawleysr

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separate the categories out

by susan_argall In reply to Help Desk Ticket Categori ...

Categorise first the tasks that need to be done, with sub categories off them.

Examples on how to progress through the selection tree:

(Example by Vendor's applications)
Software
Adobe
Acrobat
Photoshop

(Example for Software that drills down into issue for the software type)
Software
Microsoft
Outlook
PST

(Example of a miscellaneous category)
Software
Windows
Errors
Mapping

Hardware Categories, Telecommunications, Requests, New and Change user (forms) ... what ever is required.

Next, have a separate function to assign the job to an area. Have the choice of to a group or an individual. Have this displayed so that officers can be shown alphabetically or in a group, as staff may not know where the officer resides in the organisation.

Hope this helps.

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Your top categories are the most important

by douglashindle In reply to separate the categories o ...

The columns did not paste well below but here is a general idea in top categories. Also usefull for reporting.

Catagory Sub A Sub B

Break/Fix
(Next Level)
Server
Website
Computer
(Next Level) Mouse
Monitor
(Back a level) email
fax
(Back a level)
How to
Reset Password
Add - Install
Change - Move
Delete - Remove

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