Intro to the Spiceworks Help Desk

Got a mountain of help desk emails driving you mad? Is your company headcount bursting at the seams, and you’re aching from the growing pains? Spiceworks has just the tool to ease your aches! This crash course will cover anything and everything you could possibly want to know about the Spiceworks Help Desk. Check out these slides from SpiceWorld London to learn how to:
- Improve adoption by using email and Active Directory integration
- Understand the different admin roles and help desk notifications
- Work tickets on-the-go with special email commands and mobile and tablet apps
- Prioritise and organise with ticket attributes, due dates, views and alerts
- Help users help themselves with knowledge base articles and the user portal
- Report on what you’ve accomplished with regular reporting

1. An Introduction to the Spiceworks Help Desk
Jacqueline Gross
Development Manager, Inventory and Integrations, Spiceworks

2. Why Use a Help Desk?
•  Keep track of work

•  Keep users informed
•  Build the business case

•  Capture knowledge

3. How Does a Help Desk Work?
Receive tickets Resolve & report Respond to users
Communicate+
with+users+and+
make+IT4only+
notes+
Document+
machines+and+
users+so+you+can+
build+business+
cases+
21 3

4. •  Live overview of the Help Desk
•  Hopefully it goes smoothly
•  No fallback plan

•  Another bullet because you’re not supposed to have just one
Let’s Look at the Help Desk

5. •  Roles
•  Admin
•  Help Desk Admin
•  Help Desk Tech
•  Why have Help Desk Roles?
•  Restrict the visibility of tickets (based on the role)
•  Restricts what the User can do
Help Desk Roles

6. How Are Requests Submitted?
IT#
PRO#
Admin
Email
User Portal

7. •  A way to provide information to your users
•  Brand and customize your portal
•  Control the content to meet user‘s needs

•  Allows users to keep track of their tickets

•  Use Knowledge Base articles to help users help themselves
•  Single sign-on available with Active Directory Configuration

•  Let’s look….(demo)
The User Portal

8. •  Plugins
•  Help Desk Responses
•  Ticket Checklists

•  Ticket Views and Ticket Rules
•  Built in
•  Must be enabled
•  Tickets Anywhere
•  Email
•  http://community.spiceworks.com/help/Tickets_Anywhere
Things to Make Using the Help Desk Better

9. •  Why use reports?
•  Show what team has accomplished
•  See trends

• Many ways to get reports
•  Shipped with Spiceworks
•  Shared in the Community
•  Write your own

•  Reporting User to allow others to just do reports

Reporting