What are the benefits in using the portal vs an email address ( vice versa) when entering a Support Ticket?
We are currently setting up a Help Desk and would like to know the benefits of our end users entering tickets via the portal as well as utilizing the email feature within K1000. What is the best method to use in the terms of reporting?
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Posted by:
Chris.Burgess
9 years ago
The biggest issue that I've seen is in how the comments are added to the ticket. In our environment (and I'm sure in MOST environments) Outlook is set up to "Include the Original Message Text" in a reply email. Well what happens is that the reply, along with the "Original Message Text" (which includes all of the previous comments), ALL get added as a brand new comment!! Think about this for a second.... If everyone is replying via email, then ALL of the email chain gets added as a comment every time!!! Your ticket quickly gets out of control and very difficult to read!
The solutions are to either turn off the "Include Original Message Text" option i Outlook, PAY Dell Kace support to write a custom fix for you (that they will then sell to everyone else also), or respond to tickets using the Portal.
I hope that gives you the answer you were looking for!
Comments:
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Thank you SO MUCH!!! This is very helpful information!!! - RisingStar 9 years ago
Posted by:
nshah
9 years ago
Routing - When they go to the GUI they can select values in the ticket which can auto route to a certain person, trigger emails, setup different priorities, move ticket to another queue if you have more than one queue. There are a variety of rules that can be created to impact the ticket once the user saves it vs having the tech change values after reading the comments. Helps your techs know what the issue might be from the category besides the default "Other"
KB - This gets the users to go to the KB Article to look things up on their own. A central spot for How To's etc
User Library - Gets them to installed common applications on their own like Reader, Java, Flash etc without involving IT. Some have been able to take away admin rights for users on laptops. If you need it, its on the Portal. If its not there, you don't need it on the COMPANY system.
