![]() ![]() Create multiple ticket templates to capture the details we truly need from end-users. Using HTML we've been able to customize our end-user portal. Spiceworks is great for managing help desk tickets. Quantity is not always a good thing and by compressing and focusing on key areas the reporting could be a lot better and less fractured.Īwesome IT Help Desk software, horrible inventory system. The reports need to be streamlined to remove redundancy. This allows IT to focus on root cause and then to deploy solutions to prevent the same. ![]() Adding techs and break-fix categories to track what needs to be improved proved to be successful. ![]() It is an efficient and easy to use platform. I started using Spiceworks in the cloud and then copied the database and importing it to our VM and lost nothing. User responsibility shifted to reporting IT issues using email and overall satisfaction improved and service impacting issues due to weaknesses in infrastructure, bad procedures or mislaid processes were identified by the ticketing system and corrected. Starting a new role in the organization that had no Help Desk and no history or structure Spiceworks proved to be the single biggest one thing that could be done right that would yeild improved IT services to the organization.
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