Best practices for helpdesk portal options for end user
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I am trying to make a super simple help desk portal options instead of confusing end users on what options to choose to raise a ticket. I would like to hear what are the options that you usually set on your user portal? Email to ticket is available now, but we would want to train users and promote the portal and eventually close email to ticket or keep it for minimal use. Our IT team is lean and we would like to get issues categorized by users, also promote the FAQ which can happen when they start using the portal.
What I am thinking is to give the following options to the end user portal.
Issue:
PC issues
Connectivity issues
Network drive
Files/folders missing
Email issuesRequest:
New hardware
New software
New shared folder etc. -
Password Resets
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Wha Helpdesk system will you be using though?
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Account Creation
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Phone Change
VPN Access -
Wireless issues
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Unless you need to route different issues to different teams, don't have the user select anything. Make it as easy for them as possible to submit an issue. You can use these categories on the back end if you want to so you can have some reporting info.
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I let them email. Then the ticket system looks for keywords and assigns the category by that, which in turn auto assigns a tech.
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@dbeato Solarwinds!
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Try thinking about it from their side in terms of things they would know. ie. no one can use the internet. no one can print. one person can not print.
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@ambarishrh @scottalanmiller can do it for you
