extending the spiceworks help desk
Post on 18-Oct-2014
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DESCRIPTION
Speaker: Cole Lakes, Support Engineer, Spiceworks 16:30 - 17:30 Hit up this session for a deep dive into the management capabilities of the Spiceworks help desk and get more done, quicker! Learn how to: Work tickets “on-the-go” Keep admins and techs on task with custom dashboard widgets Prioritize work with custom attributes, ticket rules and more Help users help themselves with Knowledge Base searches Use the most popular plugins to move even fasterTRANSCRIPT
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