The Spiceworks desktop makes working the IT Help Desk easy. You can monitor status, create reports, change ticket details, and track activity associated with every ticket in the system. Table Of Contents Using The Spiceworks Ticket Summary Table The ticket summary table is a quick and easy way to see listings of specific tickets in the Help Desk. You can see all tickets, or something as specific as tickets that require a purchase. It also has sorting capabilities and the ability to highlight a ticket to see more details. Click on the Help Desk tab. Use the drop-down menu in the top left area of the ticket window to select a ticket queue. Click on the column headings to sort the data in the table. Click on a row in the table to see ticket details in the Ticket Detail window in the bottom half of the page. You can add and remove columns by clicking . You can add new queues to the list by creating . Run Reports On Tickets Helpful Hints Spiceworks always tries to anticipate your needs. Several reports come built-in with Spiceworks. Check them out on the Reports tab, theyre just a click away. Reports can be exported in PDF, Excel or CSV format.Reports are another quick and easy way to summarize ticket information. Spiceworks has several built-in reports, but if these dont meet your needs, you can create your own custom reports. See to learn more about running reports and creating your own custom reports. The following Help Desk reports are built-in to Spiceworks: Tickets by Device Tickets by Software All Tickets Closed Tickets Open Tickets Reopened Tickets Tickets Pending Purchase To run a report, navigate to Reporting by hovering over Help Desk at the top of the page. Click Run next to the report you want to run. User Portal Notification Messages The User Portal gives you the means to communicate with your users. Change welcome messages, phone numbers, and add any other information you deem necessary. You can also publish knowledge articles that might help your users. If this is your first time accessing the new User Portal, see to initially set up your Portal. Once youve set up your User Portal, do the following to edit the notification messages: Click on the User Portal after hovering over Help Desk in the nav links. Select Manage Content from the page that opens. Click on the content you want to edit, make your changes, then click publish.For more information on the User Portal and editing User Portal content, check out . Assigning Tickets To Users When tickets arrive at the Help Desk, they are generally unassigned. You can then assign the ticket to a user either through the Help Desk, or using Tickets Anywhere commands. Assigning tickets through the Help Desk: Click on the Help Desk tab. Highlight a ticket in the Summary table. Hover your pointer over assign to to the right of the ticket details window. Select a user from the assign to drop-down menu. Assigning tickets using Tickets Anywhere commands: Set up your email so that Spiceworks will email you when a ticket is submitted. When you receive a ticket notification email from the Help Desk, reply to the message. Make comments for the ticket if you need to. At the end of your email add the command assign to user_name, where user_name is the users name in Spiceworks.For more information on Tickets Anywhere, see . CC Additional Users To A Ticket There are many instances where you might want to include additional users to a ticket. Maybe another admin has a similar problem, your boss likes to be nosy and stay in your business, or you want to keep others in the loop when purchases are required. You can quickly CC users to a ticket the following ways: Through Email: When creating a ticket, email the Help Desk and CC the other users you want to be notified. Spiceworks will send them all Help Desk emails related to the ticket. At any point, you can reply to a Help Desk email and CC another user to be included. Tickets Anywhere: You can CC a user by using the "cc user_email" tickets anywhere command. For more information on Tickets Anywhere, visit . Through The Help Desk: Click on the Help Desk tab. Click on the ticket you want to cc a user to. To the right of the ticket details window, enter an email address in the Users section and click the plus sign. Edit A Tickets Details While you are working a ticket youre going to want to change things like its priority, due date, and time spent working the ticket. Its easy to do this with the Help Desk. Click on the Help Desk tab. Highlight a ticket in the Summary table. Change priority by clicking any of the priority buttons (high, medium, or low). Click the Edit link to change due date, assigned to, category, time spent, and related to. Click Save. You can also edit the ticket using the information visible to the right of the ticket details window.You can also edit these details using Tickets Anywhere. See for more information. Add Comments To A Ticket There are two ways to comment on a ticket. You can create a response to the ticket that will be sent to the tickets creator and all users CCd to the ticket, or you can create a note for the ticket. A note will only be visible to admins. Click on the Help Desk tab. Highlight a ticket in the Summary table. Click Note in the ticket details window if you want to create a note. Response is selected by default. Click the Attach File button to attach any pertinent documents, such as a screen shot or log file. Check the box to close the ticket if necessary. Click Update to post the comment.This can also be accomplished with .Relate A Ticket To Software/Vendor/Cloud Service/Device/etc. A ticket will almost always be related to something... so it makes sense to tie them together in Spiceworks. When tickets are created through the User Portal, the device will automatically be added. From your Help Desk, find Related To on the right side of the ticket details. Start entering the name of what you want to add and Spiceworks will find it from existing entries in your Inventory. Click the plus sign next to the text box to add your entry. Close And Reopen Tickets When a tickets problem is solved, youll want to close it, but sometimes you need to reopen the ticket. Its easy to do. Click on the Help Desk tab. Highlight a ticket in the Summary table. Click the Close or Reopen link in the Ticket Details window. Verify a comment was added to the ticket stating it was closed or re-opened.This can also be accomplished with . Close a ticket without notifying the user:Do you have those users who reply to the close ticket notification to thank you and it reopens the ticket? Sure, theyre being polite and its nice to see that, but now the ticket is reopened! Well, there are two ways to silently close a ticket (without notifying the end user). From the Help Desk: Choose the ticket you want to close from the ticket list.Select Note to make the response private. Click Close to silently close the ticket.Using Tickets Anywhere: Reply to the ticket you want to close. Use the close and mute commands to silently close the ticket. Working With Tickets That Need A Purchase Sometimes tickets contain requests for a purchase. Spiceworks gives you a way to manage these tickets so you can filter and report on them. When a ticket needs a purchase before it can be closed, simply click the "Purchase" link. From here you can enter the name and details of the item that needs to be purchased and click the Save button. Find all tickets that need a purchase by using the "Purchase Needed" in the drop-down menu. There is also a handy "Tickets Pending Purchase" report in the list of standard reports. See what needs to be purchased at a glance with the Purchase List widget on the Dashboard. Once an item has been approved, purchased or received, simply fill in the appropriate information in the workflow. Merging Duplicate Tickets Unfortunately, youre probably going to get duplicate tickets sometimes. Rather than deleting the duplicate, you can now merge it into the original and keep any time worked, comments, purchase items, etc. If you are using the remote help desks feature of the Remote Collectors, please note that tickets can only be merged within the same site. So if a user from a remote site logs an issue and calls in and someone logs a ticket for them in the central installation, the two tickets will not be able to be merged. Navigate to the duplicate ticket. Click Close as Duplicate. Select the original ticket from the list, or search for it by ticket number, keyword, etc. Click Merge & Save.
↧