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Set up of a local helpdesk intranet

By Timser ·
How can we set up a helpdesk system where users are able to login issues through a Windows explorer window and where those with certain rights can access it and be able to go and assist them as soon as the issue arises without users having to call.Can MSfrontpage do it?

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Depends on your help desk software

by James R Linn In reply to Set up of a local helpdes ...

and how you want to handle the process. There are some helpdesk software that are web enabled that will allow people without IDs and passwords to enter a ticket but not much else.

We accomplish the same thing by giving certain groups full priveleges to the help desk system, and others can email information to the help desk where an agent will input it into the system.

Thats the input side.

The resolving an issue is more complex. Many help desk systems help you create a knowledge base that you could share, but I haven't seen too many sucessful implmentations yet.

A simpler solution may be to create frequently asked questions (FAQ)lists for most of your major problem areas, and put them on the web.

James

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I agree ... somewhat

by Clinton Goveas In reply to Depends on your help desk ...

FAQs are a good idea ... if someone has the time to sit and prepare them, which usually means the resident (helpdesk?) expert(s) of the organisation will most probably be asked what were the questions put forth and the answers to them.

Instead, Isuggest you try setting up a simple discussion groups (DG) feature using MS FrontPage and IIS4 (with FrontPage Server Extensions). I believe it can be implemented very easily through a "WebBot" component. Ask your technical guy to do it, he will know what I am talking about.

Then whenever anyone has an issue to solve, they type it at the DG page in their browser and the experts can answer them. This DG archive are also searchable to serve as FAQs for future use. I am borrowing a leaf here from Knowledge Management (KM) practice.

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