Extending the Spiceworks Help Desk
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date post
18-Oct-2014 -
Category
Technology
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Transcript of Extending the Spiceworks Help Desk
Extending the Spiceworks Help DeskTake your Help Desk how-to to the Next Level
• Working tickets on the go• Customizing your tickets• Extending the help desk• Automating your day• Helping users help themselves• Keeping track of staff/tickets
Agenda
Remote Ticket Management
• http://community.spiceworks.com/help/Tickets_Anywhere
• Examples• Time worked - #add 10m
• Close ticket - #close
• Assign ticket - #assign to [email]
• Set Custom Attribute - #set attribute name=attribute value (ex: #set Floor Number=14)
Tickets Anywhere
Mobile Apps – Help Desk
Mobile Apps - Inventory
Mobile Apps – People
Mobile Apps – Android and Tablets
Extending the Help Desk
Automating Tickets
Overseeing Operations
• Manager Overview• Report - http://community.spiceworks.com/reports/1408• Plugin - https://community.spiceworks.com/plugin/334
• Average Resolution Time - http://community.spiceworks.com/reports/1202
• Ticket Trend Graph - http://community.spiceworks.com/reports/945
• Management Weekly Report - http://community.spiceworks.com/reports/3026
• Ticket Checklists Plugin - http://community.spiceworks.com/plugin/737
• Subcategories Plugin- http://community.spiceworks.com/plugin/513
• Help Desk Power Pack - http://community.spiceworks.com/plugin/457
• Help Desk Customizations - http://community.spiceworks.com/plugin/88
Plugins/Reports