Helpdesk tip sheets

Our helpdesk had a really good way of documenting issues that we saw on a regular, or irregular basis.

We used a tool in Wordperfect 6.0 (Ok- a little out dated, but it works). There's a finder tool in there. One person was made the full read/write access to the directory on the network.

If anyone wrote up a tip sheet on how to fix something, they submitted to that person. he would reformat it for the finder program, and then drop it out on the network.

All the other helpdesk people had to do, with Finder (read only) access on the network had to do was to put in a few key words, and the articles that had the key words would pull up and they could see if any applied. The Helpdesk staff was responsible for submitting their tip/fixes to the person in charge of that item (another person on the helpdesk, not necessarily a supervisor).

We took existing documents and he formatted them and added them to the text documents. We also sent or forwarded emails that we'd sent outto each other with fixes sent out previously by email or document.

Hope this helps.