Setting Up Help Desk And User Portal
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Transcript of Setting Up Help Desk And User Portal
![Page 1: Setting Up Help Desk And User Portal](https://reader035.fdocuments.net/reader035/viewer/2022081400/555c9666d8b42a85758b4e32/html5/thumbnails/1.jpg)
Help Desk and User Portal
Presented By:
![Page 2: Setting Up Help Desk And User Portal](https://reader035.fdocuments.net/reader035/viewer/2022081400/555c9666d8b42a85758b4e32/html5/thumbnails/2.jpg)
Where Can I Get This Information?
• Spiceworks Help
• Spiceworks TV
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Help Desk
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Help Desk• Typical Lifecycle
• Use Cases
• Reporting
• Setup
• User Adoption
• Basic Customization
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What is a Help Desk??
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A “single point of contact” between IT and its users.
Source: http://www.knowledgetransfer.net/dictionary/ITIL/en/Help_Desk.htm
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?Why Use a Help Desk?
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Why use a Help Desk?
• Keep track of your work
• Keep your users informed
• Build your business case
• Capture Knowledge
• Become Efficient
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activeRe
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activeRePro
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Help Desk Poll?
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Issue Tracking
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• No formal issue tracking
Issue Tracking
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• No formal issue tracking
• Track most user issues
Issue Tracking
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• No formal issue tracking
• Track most user issues
• Track every user issue
Issue Tracking
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• No formal issue tracking
• Track most user issues
• Track every user issue
• Track every task (user issues, change requests, checkout/in)
Issue Tracking
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Issue Tracking System
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• Spiceworks Help Desk
Issue Tracking System
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• Spiceworks Help Desk
• Other Help Desk software
Issue Tracking System
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• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
Issue Tracking System
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• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
Issue Tracking System
![Page 23: Setting Up Help Desk And User Portal](https://reader035.fdocuments.net/reader035/viewer/2022081400/555c9666d8b42a85758b4e32/html5/thumbnails/23.jpg)
• Spiceworks Help Desk
• Other Help Desk software
• Spreadsheet
• Post-its
Issue Tracking System
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Ticket Lifecycle
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Ticket Lifecycle• Create
• Assign
• Respond
• Work
• Capture
• Close
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Ticket Lifecycle• Create
• Assign
• Respond
• Work
• Capture
• Close
No Particular
Order
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Spiceworks Help Desk
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Create
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Create
UserAdmin
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Create
PortalEmail
UserAdmin
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Admin Ticket Creation
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Email Ticket Creation
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Email Ticket Creation
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Email Ticket Creation
SummaryDescriptionAttachment
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Email Ticket Creation
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Email Ticket Creation
Summary
DescriptionAttachment
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Email Ticket Creation
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Email Ticket Creation
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Email Ticket Creation
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Email Ticket Creation
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Assign
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Assign
• “Arbiter” assigns based on:
• Round Robin
• Knowledge Centric
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Assign
• “Arbiter” assigns based on:
• Round Robin
• Knowledge Centric
• “Accept” Tickets
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Assigning a Ticket
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Assigning a Ticket
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Assigning a Ticket
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Assigning a Ticket
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Assigning a Ticket
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Assigning a Ticket
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Assigning a Ticket
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Assigning a Ticket
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Assigning a Ticket
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Accepting a Ticket
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Accepting a Ticket
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Accepting a Ticket
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Accepting a Ticket
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Respond
• Respond to users directly
• See related comments
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Responding to a Ticket
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Responding to a Ticket
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Responding to a Ticket
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Responding to a Ticket
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Responding to a Ticket
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Responding to a Ticket
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Responding to a Ticket
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Responding to a Ticket
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Responding to a Ticket
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Work
• Device Specific
• Purchases
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Relating a Ticket
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Relating a Ticket
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Relating a Ticket
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Relating a Ticket
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Relating a Ticket
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Relating a Ticket
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Relating a Ticket
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Relating a Ticket
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Relating a Ticket
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Adding Purchases
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Adding Purchases
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Adding Purchases
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Adding Purchases
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Adding Purchases
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Adding Purchases
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Adding Purchases
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Adding Purchases
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Adding Purchases
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Adding Purchases
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Adding Purchases
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Capture
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Capture
• Progress Details
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Capture
• Progress Details
• Order Information
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Capture
• Progress Details
• Order Information
• Outage Communication
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Capture
• Progress Details
• Order Information
• Outage Communication
• Time Spent
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Capturing Time Spent
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Capturing Time Spent
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Capturing Time Spent
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Capturing Time Spent
![Page 116: Setting Up Help Desk And User Portal](https://reader035.fdocuments.net/reader035/viewer/2022081400/555c9666d8b42a85758b4e32/html5/thumbnails/116.jpg)
Capturing Time Spent
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Capturing Time Spent
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Close
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Close
• Document Resolution
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Close
• Document Resolution
• Steps Taken
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Close
• Document Resolution
• Steps Taken
• People Involved
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Close
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
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Close
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
• Clears out of your queue
![Page 124: Setting Up Help Desk And User Portal](https://reader035.fdocuments.net/reader035/viewer/2022081400/555c9666d8b42a85758b4e32/html5/thumbnails/124.jpg)
Close
• Document Resolution
• Steps Taken
• People Involved
• New Ticket(s)
• Clears out of your queue
• User response will reopen
![Page 125: Setting Up Help Desk And User Portal](https://reader035.fdocuments.net/reader035/viewer/2022081400/555c9666d8b42a85758b4e32/html5/thumbnails/125.jpg)
Use Cases
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User Requests
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Change Control
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Service Level Agreements (SLA)
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Any/All Maintenance
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Check out/in
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Etc.?
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Setup
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Email Settings
Email Settings Pane
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Email Settings
Email Settings Pane
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Email Settings
DedicatedEmail
Address
Email Settings Pane
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Email Templates
Help Desk Settings Pane
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Help Desk Settings
Help Desk Settings Pane
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Help Desk Settings
“User Portal” authentication only(Not generally applicable)
Active Directory
Help Desk Settings Pane
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Reporting
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Reporting
• Ticket Reports (open, closed, etc)
• Export to Excel
• SQL Reports
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?User Adoption
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How Do You Get Users To Use The Help Desk?
• Send an email to the company
• Short-cut on user’s desktop
• Create tickets for users
• Give tickets a higher priority
• Management Buy-in
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Basic Customization
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Custom Fields
Advanced Settings Pane
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Custom Fields
Advanced Settings Pane
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Custom Fields
Advanced Settings Pane
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Custom Fields
Advanced Settings Pane
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Custom Fields
Advanced Settings Pane
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Custom Fields
Advanced Settings Pane
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Custom Fields
Advanced Settings Pane
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Custom Fields
Advanced Settings Pane
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Custom Fields
Advanced Settings Pane
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User Custom Fields
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User Custom Fields
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User Custom Fields
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User Custom Fields
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Modifying Categories
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Modifying Categories
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Advanced Settings Pane
Modifying Categories
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Advanced Settings Pane
Modifying Categories
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Advanced Settings Pane
Modifying Categories
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Advanced Settings Pane
Modifying Categories
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Advanced Settings Pane
Modifying Categories
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Advanced Settings Pane
Modifying Categories
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Advanced Settings Pane
Modifying Categories
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