Help Desk App
Baldomero Prado
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I was very excited to see the new Help Desk feature then I got into using it. The very first thing I tried to led to, what is in my opinion, a major issue related to the default views and users with paid service seats. The current default views are setup that anyone with a paid service seat has the ability to view "All Open". This view is for ALL open tickets in Service Hub. The permissions that manage the views and access in pipelines/teams/user permissions do not extend to the Help Desk feature.
We have multiple teams, parent and children, each with indivdiual user permissions that limit their access to only tickets related to their teams. While this feature would be great for letting them see all the tickets related to their teams in one view plus adding workflow to channel tickets to the best agent, we do not want them to see all tickets. This negates our ability to utilize the feature at all.
We have been using the inbox and ticketing feature in Hubspot for a long time and we are currently testing the new helpdesk. This feature has many great improvements compared to the inbox however the fact that we cannot limit access based on incoming e-mail channel is currently a show stopper for migration.
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems.[1] In the mid-1990s, research by Iain Middleton of Robert Gordon University[2] studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units.
A main function of the Help desk is to separate issues from defects. Many issues can be solved at the Help Desk level such as password resets and simple misunderstandings. Some issues will be the result of actual product defect which should be forwarded to a development team for resolution.
Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue raised. Some help desks may have telephone systems with ACD splits ensuring that calls about specific topics are put through to analysts with the requisite experience or knowledge.[3]
Monitor, analyze, diagnose, and optimize database performance and DataOps that drive your business-critical applications. Unify on-premises and cloud database visibility, control, and management with streamlined monitoring, data integration, and tuning across multiple vendors.
Modernize your service desk with intelligent and automated ticketing, asset, configuration, and service-level agreement (SLA) management; a knowledge base; and a self-service portal with secure remote assistance. SolarWinds offers an easy-to-use IT service management (ITSM) platform designed to meet your service management needs to maximize productivity while adhering to ITIL best practices.
Ensure user experience with unified performance monitoring, tracing, and metrics across applications, clouds, and SaaS. Robust solutions offering rich visualization, synthetic and real user monitoring (RUM), and extensive log management, alerting, and analytics to expedite troubleshooting and reporting.
Reduce attack surface, manage access, and improve compliance with IT security solutions designed for accelerated time-to-value ranging from security event management, access rights management, identity monitoring, server configuration monitoring and patching, and secure gateway and file transfer.
SolarWinds was founded by IT professionals solving complex problems in the simplest way, and we have carried that spirit forward since 1999. We take pride in relentlessly listening to our customers to develop a deeper understanding of the challenges they face. Our digital agility solutions are built to help companies of any size accelerate business transformation today and into the future.
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The DSCC Help Desk is available to assist students by providing technical support and answers to common questions. The Help Desk staff can assist with resetting student passwords, provide help with MyDSCC issues, provide assistance in navigating Microsoft Office 365 (including student email), assist with Zoom connections for instruction, and more.
For help with resetting your password, call or stop by the DSCC Help Desk. Students can also reset their passwords remotely by going to Microsoft Office 365 and following the instructions linked below.
As always, all appointments are first-come, first served and must be made a minimum of 24 hours in advance. Please have the following information ready when you schedule your appointment: Instructor Name, Instructor Email, Instructor Phone Number, Course Name (e.g. Composition I), Course Rubric and Number (e.g. ENGL 1020).
Dyersburg State Community College, a Tennessee Board of Regents institution, does not discriminate against students, employees, or applicants for admission or employment on the basis of race, color, national origin, sex, disability, or age in its programs and activities.
Technology support services are offered through the Help Desk Services unit in the Department of Information Technology. This support unit is committed to delivering quality customer service and technical solutions in support of campus-wide technology. Please call or send an email to help...@njcu.edu for your technology support needs. You may also access our general FAQ system. Or you can visit our GothicNet Help Page for additional resources.
The Help Desk provides support for university-owned technology, the residential network, and basic campus phone services. Included in this support are items such as e-mail, network connections, central systems that provide resources to the PLU community, computer applications, voice mail, software training and lab and classroom technology. Limited assistance with personal mobile devices such as laptops and cell phones is also available. The Help Desk is located on the first floor of the Mortvedt Library and we are open Monday through Friday from 8am until 5pm. For help with computers, software, or networking please contact the Help Desk at help...@plu.edu or by putting a request into our ticketing system directly at helpdesk.plu.edu.
Instructional Technology Support: For help with screencasting, Zoom, Google Meet, video/audio recording, or other instructional technologies, please contact it...@plu.edu. One-on-one consultations via phone or web conferencing are available.
To get current information on the status of PLU systems, check the PLU System Notices page. You can subscribe to receive text messages or emails of important system notices or follow the PLUSystemStatus twitter feed.
IT help software is basically about getting all your tech questions and stuff fixed in one spot. IT folks love features like ticketing systems, asset management, and reporting systems. These programs do the basics, but they often miss out on things like self-service portals, knowledge base integration, and advanced automation.
Track the entire timeline of the Service Record Resolution process with our easy-to-use Ticket Journey. Monitor ticket progress, make in-line actions, and effortlessly switch between various filters such as Highlights and Audit Log Items, so you have the right information at the right time.
To speak with a member of the IT Help Desk call 267-341-3402 (or simply dial 3402 from on-campus phones). For help via our online ticket support system, submit your question (including as many details as possible) by clicking on the Help Desk Requests link. A technician will respond to you within one business day.
When choosing a help desk software for a small business, consider factors such as ease of use, ticket management capabilities, integration options, scalability, and pricing. Look for a user-friendly solution that allows for efficient customer support, streamlined issue resolution, and effective collaboration between team members. Service Cloud offers a comprehensive help desk software that enables small businesses to deliver exceptional customer service, manage support tickets, and optimize their support operations.
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