What do your category values look like in your service desk?
In our old ticket system, this is a complete wreck. It takes forever just to close a ticket. I'm all about simplicity and would like our ticket categories to be as simple as possible. I was wondering what everyone's looks like?
Answers (3)
Hi,
Everyone does it differently based on their needs. Out of the box (no pun intended), the KBOX is pretty simple. Open ticket, send it, work and closed. You can nest the category choices if you want for your reporting or routing needs.
Here are a few links that people have contributed to:
http://www.itninja.com/blog/view/k1000-service-desk-setup-tips-things-i-have-learned
http://www.itninja.com/question/help-service-desk-setup
http://www.itninja.com/question/help-with-customization-of-help-desk
I lobbied for no more than 10. We ended up with 90. Granted, we have 10 main categories and the rest are sub-categories, but it's still unweildy at times.
We have very few categories in all of our servce desks. When setting up the categories I stressed that the department should choose them based on what they would like to report on or how work was divided in that department. For instance, the server group takes tickets in a round robin fashion and they don't do reporting on ticket data, so they only have one category. It was very rare that anyone was actually looking back at the categories assigned to tickets so we made the decision to reduce them greatly.
