Best Practices Question
What processes are other organizations following to create tickets for common help desk calls?
I recently joined an organization that uses K1000 for their help desk ticketing. Apparently those with knowledge of the service have moved on or separated from the company. There is a strong sense of frustration with the tool as there has been little improvement to the service since its implementation.
One of the items I noticed is that the help desk is creating tickets from the beginning for common user calls. Examples would be password reset and mailbox cleanup. I know with other help desk solution have “quick links” or “hot buttons” that auto populate certain fields for common calls. Is there such a feature with the K1000? What processes are other organizations following to create tickets for common help desk calls?