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Configuring new help desk ticketing

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Configuring new help desk ticketing

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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    rt735

    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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    wtburnette67

    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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    rt735

    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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    Jake Bigley

    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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    0 Votes
    rt735

    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

    +
    0 Votes
    wtburnette67

    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?

    +
    0 Votes
    rt735

    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

    +
    0 Votes
    Jake Bigley

    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.