extending the spiceworks help desk

Extending the Spiceworks Help DeskTake your Help Desk how-to to the Next Level

• Working tickets on the go• Customizing your tickets• Extending the help desk• Automating your day• Helping users help themselves• Keeping track of staff/tickets

Agenda

Remote Ticket Management

• http://community.spiceworks.com/help/Tickets_Anywhere

• Examples• Time worked - #add 10m

• Close ticket - #close

• Assign ticket - #assign to [email]

• Set Custom Attribute - #set attribute name=attribute value (ex: #set Floor Number=14)

Tickets Anywhere

Mobile Apps – Help Desk

Mobile Apps - Inventory

Mobile Apps – People

Mobile Apps – Android and Tablets

Extending the Help Desk

Automating Tickets

Overseeing Operations

• Manager Overview• Report - http://community.spiceworks.com/reports/1408• Plugin - https://community.spiceworks.com/plugin/334

• Average Resolution Time - http://community.spiceworks.com/reports/1202

• Ticket Trend Graph - http://community.spiceworks.com/reports/945

• Management Weekly Report - http://community.spiceworks.com/reports/3026

• Ticket Checklists Plugin - http://community.spiceworks.com/plugin/737

• Subcategories Plugin- http://community.spiceworks.com/plugin/513

• Help Desk Power Pack - http://community.spiceworks.com/plugin/457

• Help Desk Customizations - http://community.spiceworks.com/plugin/88

Plugins/Reports