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    What Do You Want in a Helpdesk and Ticketing System?

    SodiumSuite
    sodium tickets ticketing helpdesk
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    • QuixoticJeremyQ
      QuixoticJeremy
      last edited by

      Getting some work done on some of these suggestions right now while I have a moment in between Mango prep!

      1 Reply Last reply Reply Quote 3
      • QuixoticJeremyQ
        QuixoticJeremy
        last edited by

        Youtube Video

        Here at mango, working on getting some work done.

        1 Reply Last reply Reply Quote 4
        • QuixoticJeremyQ
          QuixoticJeremy
          last edited by

          @wrx7m Here we go. This was the thread we were collecting ideas from. From here you can get a feel for a lot of the stuff we're working on for ticketing and feel free to add to them!

          1 Reply Last reply Reply Quote 1
          • scottalanmillerS
            scottalanmiller
            last edited by

            "Hot ticket item"

            QuixoticJeremyQ 1 Reply Last reply Reply Quote 0
            • QuixoticJeremyQ
              QuixoticJeremy @scottalanmiller
              last edited by

              @scottalanmiller said in What Do You Want in a Helpdesk and Ticketing System?:

              "Hot ticket item"

              🙂 I'm clever, I know lol

              1 Reply Last reply Reply Quote 0
              • scottalanmillerS
                scottalanmiller
                last edited by

                0_1501724895208_1thplq.jpg

                NerdyDadN 1 Reply Last reply Reply Quote 1
                • NerdyDadN
                  NerdyDad @scottalanmiller
                  last edited by

                  @scottalanmiller said in What Do You Want in a Helpdesk and Ticketing System?:

                  0_1501724895208_1thplq.jpg

                  Is that Gavin Rosdale and Gwen Steffani behind them, and then Owen Wilson? What movie is this from?

                  QuixoticJeremyQ nadnerBN 2 Replies Last reply Reply Quote 0
                  • QuixoticJeremyQ
                    QuixoticJeremy @NerdyDad
                    last edited by

                    @nerdydad said in What Do You Want in a Helpdesk and Ticketing System?:

                    @scottalanmiller said in What Do You Want in a Helpdesk and Ticketing System?:

                    0_1501724895208_1thplq.jpg

                    Is that Gavin Rosdale and Gwen Steffani behind them, and then Owen Wilson? What movie is this from?

                    Zoolander

                    1 Reply Last reply Reply Quote 0
                    • IRJI
                      IRJ @Dashrender
                      last edited by

                      @dashrender said in What Do You Want in a Helpdesk and Ticketing System?:

                      email integrated. Users and support staff can create/update/close tickets via email.
                      Include attachments.
                      ticket status reminders - remind support staff if a ticket hasn't been worked on after x amount of time.

                      Email integration cannot be understated. Most users never want to login to a system. As a user of various support systems, It really irritates me if I have to login to their system to update my tickets.

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                      • nadnerBN
                        nadnerB @NerdyDad
                        last edited by nadnerB

                        @nerdydad said in What Do You Want in a Helpdesk and Ticketing System?:

                        @scottalanmiller said in What Do You Want in a Helpdesk and Ticketing System?:

                        0_1501724895208_1thplq.jpg

                        Is that Gavin Rosdale and Gwen Steffani behind them, and then Owen Wilson? What movie is this from?

                        Zoolander 🙂

                        1 Reply Last reply Reply Quote 0
                        • NerdyDadN
                          NerdyDad
                          last edited by

                          This probably isn't an immediate need but would like to see it in some iteration down the road.

                          My company likes to use forms to automate some business processes (new employee creation, employee permission changes, employee terminations, etc.). Some of these processes requires certain managers or a CAB outside of the IT department's approvals. So they would need some kind of email or notification of some type that requires them to click a "yes/no" or "approved/denied" set of links either embedded into the email or like back to the website for the decision. This would probably be best tied to a ticket.

                          So, 3 things here:

                          1. User splash page
                          2. Custom forms
                          3. Approval processes

                          Thanks guys.

                          QuixoticJeremyQ 1 Reply Last reply Reply Quote 1
                          • QuixoticJeremyQ
                            QuixoticJeremy @NerdyDad
                            last edited by

                            @nerdydad said in What Do You Want in a Helpdesk and Ticketing System?:

                            This probably isn't an immediate need but would like to see it in some iteration down the road.

                            My company likes to use forms to automate some business processes (new employee creation, employee permission changes, employee terminations, etc.). Some of these processes requires certain managers or a CAB outside of the IT department's approvals. So they would need some kind of email or notification of some type that requires them to click a "yes/no" or "approved/denied" set of links either embedded into the email or like back to the website for the decision. This would probably be best tied to a ticket.

                            So, 3 things here:

                            1. User splash page
                            2. Custom forms
                            3. Approval processes

                            Thanks guys.

                            Taking notes 🙂 thanks for the input. Definitely have had similar talks to this before so I'll make sure that this is on our project list. (likely already is).

                            1 Reply Last reply Reply Quote 2
                            • DustinB3403D
                              DustinB3403
                              last edited by

                              /s I want beer and food from my help desk system. Can you build that in? /s-off

                              QuixoticJeremyQ 1 Reply Last reply Reply Quote 1
                              • QuixoticJeremyQ
                                QuixoticJeremy @DustinB3403
                                last edited by

                                @dustinb3403 said in What Do You Want in a Helpdesk and Ticketing System?:

                                /s I want beer and food from my help desk system. Can you build that in? /s-off

                                Now that would be an amazing feat. No one would ever use a different ticketing system. Not to mention I would never get any further work done ever again lol.

                                1 Reply Last reply Reply Quote 1
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