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Looking for worksheet templates

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by volando

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I'm looking for sample templates, worksheets etc to assist me with the documentation of help desk issues.

The product we support is very new as is the help desk, and at the moment I am compiling any issues we come across on a very simple excel sheet. However as time goes by I will need some things more complex for the purposes of:
- recording new issues that arise
- archiving existing issues
- spreadsheets that can link together information

I'm not after tutorials on how to do this, rather just samples of what people use - from a second/third level help desk/call centre point of view - preferrably in MS Office products, or Sharepoint.

5 replies

by absolutely

If somebody you know is good with SQL, MS SQL Server.

For your last two goals
[i]- archiving existing issues
- spreadsheets that can link together information[/i]
there is just no substitute for a relational database. If this new product succeeds, you will see what I mean, "as time goes by." Start learning SQL now, you'll thank me later!

by volando

Totally agree. However I need something more short term, something I can start managing now preferrably in the form of Word or Excel templates or tables etc, but in a professional format.

Work won't provide for training and I'm studying part time so I basically taught myself html, now looking at getting into Java and CSS, and SQL in the long run.

by absolutely

I'd go with simple columns, with one-cell headers, to make the switch to database format in the future as easy as possible. Then identify columns which will have 'limited input' such as yes/no, a short list of numerical codes for error types, product lists, etc. Select 'Validation' from the 'Data' menu, and tinker with the options in the 'Settings' tab.

Please, please, please, read a bit about primary keys in SQL, or just talk to a database developer for 5 minutes, to anticipate your needs for primary keys and secondary key relationships when you do switch to a database.

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