SimpleDesk version: SimpleDesk 1.0 beta
SMF version: SMF 2.0 RC2
This is a test by TFS of the admin control panel submission form. Please disregard.
News:
Looking for a good read? Check out the SimpleDesk Team Blog.
This section allows you to view all posts made by this member. Note that you can only see posts made in areas you currently have access to.
#41
SimpleDesk Support / Test support form in ACP
March 06, 2010, 07:21:34 PMSimpleDesk version: SimpleDesk 1.0 beta
SMF version: SMF 2.0 RC2
This is a test by TFS of the admin control panel submission form. Please disregard.
#42
Site Comments / Undefined index: forum_name
March 02, 2010, 10:09:48 PM
Twice today I've gotten several error messages pop up on the forum. I didn't save anything the first time, which was several hours ago. It just happened a second time. Perhaps someone's upgrading the software under the hood?
==========
When clicking on the link in a "News" item, going to ...http://www.simpledesk.net/about/promote/
Notice: Undefined index: forum_name in /home/simpled/security/cache/lang_index_english_enkelbor.php on line 120
Warning: Cannot modify header information - headers already sent by (output started at /home/simpled/security/cache/lang_index_english_enkelbor.php:120) in /home/simpled/security/sources/Subs.php on line 3345
Warning: Cannot modify header information - headers already sent by (output started at /home/simpled/security/cache/lang_index_english_enkelbor.php:120) in /home/simpled/security/sources/Subs.php on line 3346
Warning: Cannot modify header information - headers already sent by (output started at /home/simpled/security/cache/lang_index_english_enkelbor.php:120) in /home/simpled/security/sources/Subs.php on line 3352
Warning: Cannot modify header information - headers already sent by (output started at /home/simpled/security/cache/lang_index_english_enkelbor.php:120) in /home/simpled/security/sources/Subs.php on line 3355
==========
When clicking on the link in a "News" item, going to ...http://www.simpledesk.net/about/promote/
Notice: Undefined index: forum_name in /home/simpled/security/cache/lang_index_english_enkelbor.php on line 120
Warning: Cannot modify header information - headers already sent by (output started at /home/simpled/security/cache/lang_index_english_enkelbor.php:120) in /home/simpled/security/sources/Subs.php on line 3345
Warning: Cannot modify header information - headers already sent by (output started at /home/simpled/security/cache/lang_index_english_enkelbor.php:120) in /home/simpled/security/sources/Subs.php on line 3346
Warning: Cannot modify header information - headers already sent by (output started at /home/simpled/security/cache/lang_index_english_enkelbor.php:120) in /home/simpled/security/sources/Subs.php on line 3352
Warning: Cannot modify header information - headers already sent by (output started at /home/simpled/security/cache/lang_index_english_enkelbor.php:120) in /home/simpled/security/sources/Subs.php on line 3355
#43
SimpleDesk Discussion / A walkthrough of how my company does helpdesk
February 22, 2010, 02:38:48 PM
I don't know if any of this will help you guys here at SimpleDesk, but since I'm hoping to be able to use this product in the future, here's a written out description of how our current help desk web page works. Maybe it'll give some useful ideas.
===CUT===
Customer comes to our web page and clicks on Helpdesk
Login screen gives them nothing unless they're logged in. Their login is for their particular user account, but their user account is actually tied in with their corporate account. So there's multiple users who can see each others tickets, because they are all under the banner of a parent account. That's because we may deal with several people at one company, and they need to be able to see each others tickets.
Once logged in they have the option of looking at their existing tickets, searching their existing tickets, or creating a new ticket. By default they only see their open tickets, but they can choose to search through their closed tickets as well.
When they create a new ticket they can choose several options...
Trouble Type (Dropdown)
Trouble Priority (Dropdown)
Short Description (Text)
Full Description (Long Text)
Keywords (Text for searching)
And then there's some user-defined fields, which we have set to...
Database Platform (Dropdown)
Software Version (Dropdown)
Operating System (Dropdown)
Once they create the ticket there are emails that are generated to our support staff. Who gets the emails depends on the "Trouble Priority" level that the client chooses. A low priority shoots one off to me, but a medium one shoots one off to my boss, and a high or critical priority would shoot one off to 3 or 4 of us.
Our priority levels as of now are...
1-Suggestion
2-As time permits
3-Low
4-Medium
5-High
6-Can't Work
Who gets those emails is set in the system users settings. My account is set to get an email for 2 and above. My boss is set for 4 and above, and a couple of our other guys are set for 5 or 6, which means that if a client fills out a ticket at level 6, everyone gets an email unless they're not set to get them at all.
If a ticket is entered and then ignored, the priority is automatically updated one stage at a time over the course of a couple of hours, so that eventually everyone is getting an email until someone responds.
Once I get to a ticket, I can change any of the fields that the customer had filled out. For instance, I may immediately downgrade the priority, or change the status to "In Progress" so that when our other people get there they can see right away that it's not as critical as initially indicated. I normally do that right away in case any of our other guys are coming in on a high priority email, to let them know that someone is addressing the ticket.
Now that I'm there at the ticket I have some additional fields that aren't available to the customer. They are...
Status (Dropdown)
Assigned Admin (Dropdown)
Billing Code (Dropdown)
Hours Worked (Text)
The status choices are...
None
In Progress
On Hold
Waiting on Customer
Closed
(There should also be a "Ready To Close")
The billing code choices are...
Contract
Contract-Limited
Donation
Hourly
No Charge
Warranty
So now I usually change the Assigned Admin to myself, unless the problem is about something that we have a specialist on staff to cover, in which case I assign it to that specialist. Whoever is the assigned admin automatically gets an email whenever there's changes saved on the ticket. Whoever is the End User assigned to the ticket also gets one. (Remember there's more than one person per client/company, and only one of them are assigned)
I don't normally modify the billing code. I leave that up to the person who does the billing.
So now I can either contact the client directly, or we can maintain a conversation on the ticket itself. As I add comments to the ticket they are automatically emailed to the client, and when the client makes a comment on the ticket they are automatically emailed to me because I'm in the (Assigned Admin) field.
Also, when making a comment there's an option to NOT email it to anyone. I may just want to make a silent update.
Also, when making a comment there's an option to email the comment to other users of the system, be they one of the people on our staff, or one of the other people at the client company.
When making a comment we normally enter the hours at the end of the comment, in 10ths of an hour. (1.2) But it would be nice to have a field to enter that seperately so it could be more easily tracked and added up. If there's a field to enter hours then there should be at least one companion field to flag those hours for different things, such as billable, non-billable, etc.
And that's about it. When a ticket is finished I can change the status to closed if I want, or lately the way we've been doing it is that I change the (Assigned Admin) to our business office lady who does the billing and she closes the ticket.
I hope this was of some help... -TFS
===CUT===
Customer comes to our web page and clicks on Helpdesk
Login screen gives them nothing unless they're logged in. Their login is for their particular user account, but their user account is actually tied in with their corporate account. So there's multiple users who can see each others tickets, because they are all under the banner of a parent account. That's because we may deal with several people at one company, and they need to be able to see each others tickets.
Once logged in they have the option of looking at their existing tickets, searching their existing tickets, or creating a new ticket. By default they only see their open tickets, but they can choose to search through their closed tickets as well.
When they create a new ticket they can choose several options...
Trouble Type (Dropdown)
Trouble Priority (Dropdown)
Short Description (Text)
Full Description (Long Text)
Keywords (Text for searching)
And then there's some user-defined fields, which we have set to...
Database Platform (Dropdown)
Software Version (Dropdown)
Operating System (Dropdown)
Once they create the ticket there are emails that are generated to our support staff. Who gets the emails depends on the "Trouble Priority" level that the client chooses. A low priority shoots one off to me, but a medium one shoots one off to my boss, and a high or critical priority would shoot one off to 3 or 4 of us.
Our priority levels as of now are...
1-Suggestion
2-As time permits
3-Low
4-Medium
5-High
6-Can't Work
Who gets those emails is set in the system users settings. My account is set to get an email for 2 and above. My boss is set for 4 and above, and a couple of our other guys are set for 5 or 6, which means that if a client fills out a ticket at level 6, everyone gets an email unless they're not set to get them at all.
If a ticket is entered and then ignored, the priority is automatically updated one stage at a time over the course of a couple of hours, so that eventually everyone is getting an email until someone responds.
Once I get to a ticket, I can change any of the fields that the customer had filled out. For instance, I may immediately downgrade the priority, or change the status to "In Progress" so that when our other people get there they can see right away that it's not as critical as initially indicated. I normally do that right away in case any of our other guys are coming in on a high priority email, to let them know that someone is addressing the ticket.
Now that I'm there at the ticket I have some additional fields that aren't available to the customer. They are...
Status (Dropdown)
Assigned Admin (Dropdown)
Billing Code (Dropdown)
Hours Worked (Text)
The status choices are...
None
In Progress
On Hold
Waiting on Customer
Closed
(There should also be a "Ready To Close")
The billing code choices are...
Contract
Contract-Limited
Donation
Hourly
No Charge
Warranty
So now I usually change the Assigned Admin to myself, unless the problem is about something that we have a specialist on staff to cover, in which case I assign it to that specialist. Whoever is the assigned admin automatically gets an email whenever there's changes saved on the ticket. Whoever is the End User assigned to the ticket also gets one. (Remember there's more than one person per client/company, and only one of them are assigned)
I don't normally modify the billing code. I leave that up to the person who does the billing.
So now I can either contact the client directly, or we can maintain a conversation on the ticket itself. As I add comments to the ticket they are automatically emailed to the client, and when the client makes a comment on the ticket they are automatically emailed to me because I'm in the (Assigned Admin) field.
Also, when making a comment there's an option to NOT email it to anyone. I may just want to make a silent update.
Also, when making a comment there's an option to email the comment to other users of the system, be they one of the people on our staff, or one of the other people at the client company.
When making a comment we normally enter the hours at the end of the comment, in 10ths of an hour. (1.2) But it would be nice to have a field to enter that seperately so it could be more easily tracked and added up. If there's a field to enter hours then there should be at least one companion field to flag those hours for different things, such as billable, non-billable, etc.
And that's about it. When a ticket is finished I can change the status to closed if I want, or lately the way we've been doing it is that I change the (Assigned Admin) to our business office lady who does the billing and she closes the ticket.
I hope this was of some help... -TFS