Extending the Spiceworks Help Desk
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Speaker: Cole Lakes, Support Engineer, Spiceworks 16:30 - 17:30 Hit up this session for a deep dive into the management capabilities of the Spiceworks help desk and get more done, quicker! Learn how to: Work tickets “on-the-go” Keep admins and techs on task with custom dashboard widgets Prioritize work with custom attributes, ticket rules and more Help users help themselves with Knowledge Base searches Use the most popular plugins to move even faster
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Extending the Spiceworks Help Desk
- 1. Extending the Spiceworks Help Desk Take your Help Desk how-to to the Next Level
- 2. • 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
- 4. • 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
- 5. Mobile Apps – Help Desk
- 6. Mobile Apps - Inventory
- 7. Mobile Apps – People
- 8. Mobile Apps – Android and Tablets
- 9. Extending the Help Desk
- 12. • 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
Editor's Notes
- INTRODUCE SelfMENTION: Very in depth, hopefully caught Babbitt’s session at noon.MENTION: Lots of plugins/URLS, have slide at end w/all. Make sure you have pencils
- Problem – You’re working from home and don’t have access to VPN, only email but need to work ticketsORHave a mobile team that runs around the building working tickets, hardly ever at their desks.
- Useful if at client A’s site when responding to client BORLarge org and travel around to work on ticketsOnly work for Admins – End users cannot useWork throughout the app (Ticket Rules/Mobile Apps/Admin UI)
- Spiceworks out of the box – Good/useful/powerfulSpiceworks with Extensions – EVEN BETTER!Custom Attributes, Ticket Forms, Subcategories, Check lists, HD Customizations
- How awesome is it to have things done for you?Clean up after you, either for house or crimeYour life is easier when tasks are handled by machinesTicket Rules, Ticket Views, KB integration
- Keeping tabs on Users and TechsAVERAGE RESOLUTION TIMEMANAGER OVERVIEWTICKET TREND GRAPHWEEKLY COMMENT COUNTTICKETS OPENED HISTORICAL