Best Practices Question

What processes are other organizations following to create tickets for common help desk calls?

10/07/2015 1141 views

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?   

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Answer Chosen by the Author

You have a couple of options here, you can create a ticket rule that fires when you tick a "quick fix" box on the ticket, that rule then populates all the data and closes the ticket.

Alternatively you can create a single ticket process, which then allows you to create a templated ticket
Answered 10/08/2015 by: Hobbsy
Red Belt

  • Thank you for the response, but could you explain where I would find the “quick fix” box on a ticket? I have searched for this option and am not able to find any information.
    • You can create one as a custom field, in the tick box style you then have a field value of 0 or 1. With the field on the ticket you can then create a ticket rule that looks for the tick then closes out the ticket.

All Answers

It sucks to be handed something along with the frustration of the solution maybe not being used correctly or implemented correctly. The KBOX is a great tool and if used as intended can provide good ROI. 

The KBOX helpdesk is a blank canvas and you have to create you painting if you will. 

1. Open tickets via Portal
2. Users can email in
3. Users can call HD and Tech opens tickets

We have no one click ticket system. You can create a template ticket that has all the information filled in and then make duplicates of it as issues come up but that would be if you as a tech opened the ticket. 

Fields can only be auto populated using Ticket Rules (SQL queries) but they only run against the ticket once it has been saved. So a tech would have to fill in some fields. 

If you wanted you "could" use the Processes to create a new process for password reset/mail box clean up...etc
Processes create a Parent ticket where you build a template and then created children tickets. It is mainly used for work flow but if you only create the parent, you could use it for everyday common things. 
Answered 10/07/2015 by: nshah
Red Belt

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