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Good afternoon,

For years we haven’t done a good job of tracking IT support numbers. With internal and external accreditations looking at everything we are trying to get caught up.

We don’t have an automated phone system that tracks call numbers etc. so I am curious to how people track quick phone calls.

If someone calls for help and it is a five minute call—how do you track that?  Do you make some type of ticket?

 

I had a web programmer several years ago create a little web app to do this, but he has left our university and server team wants to shut off the server it runs on. It is basically the quick “tally mark” electronically.  Of course this started out simple and has grown into probably too many categories.

 

There is a limited reporting function also so I can report on how many Password Issues we had in August as an example.

 

We use KBOX as a ticketing/asset management system.

 

Here is what it looks like (Radio buttons by each choice) –basically four clicks.

If you click No it then opens   Ticket Created or Forwarded to ITS FTE

We have discussed using a Google Form to recreate this, but wonder if someone has a better way to do things?

 

Phone Call

Walk-In

Email

Fac/Staff

Student

Other

Blackboard

Software

Hardware

Network

Phone

TSS directions

UFnet

Supplies

Printer

Other

Password issue

iOS

Android

Email

Completed

Yes   No

 

Thank you

 

 

Brad Salisbury
Information Technology Services
Technology Support Manager
The University of Findlay
Findlay, Ohio
419-434-6969

 

Comments

Brad -
We use a software called Taske for our help desk reporting.  See  http://www.taske.com
It allows us to be pretty granular with our reporting functionality.  I don't think it was very expensive to purchase either.

Tom


Tom Van Gilder
Director of IT Support Services
Appalachian State University
Phone:  828-262-6272

Having computer issues?  Enter a support request through http://support.appstate.edu/help

We're using ServiceNow and making use of the templates to create "quick tickets" for password reset calls (which were not being tracked). I'm currently in the process of determining how to better track other types of calls and walk-in questions that get resolved quickly. In the case of the password resets, the ticket is only tracking that the password was reset. It's not tracking what password or who called or anything like that.

Jim
-- 
Jim Rizzo
Helpdesk Manager
Providence College Information Technology
(401) 865-1277
AIM: JRizzoPC

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From: Brad Salisbury <salisbury@FINDLAY.EDU>
Reply-To: The EDUCAUSE IT Support Services Constituent Group Listserv <ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU>
Date: Monday, February 10, 2014 5:07 PM
To: "ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU" <ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU>
Subject: [ITSUPPORTSERVICES] Ticket Tracking--Quick Tickets?

Good afternoon,

For years we haven’t done a good job of tracking IT support numbers. With internal and external accreditations looking at everything we are trying to get caught up.

We don’t have an automated phone system that tracks call numbers etc. so I am curious to how people track quick phone calls.

If someone calls for help and it is a five minute call—how do you track that?  Do you make some type of ticket?

 

I had a web programmer several years ago create a little web app to do this, but he has left our university and server team wants to shut off the server it runs on. It is basically the quick “tally mark” electronically.  Of course this started out simple and has grown into probably too many categories.

 

There is a limited reporting function also so I can report on how many Password Issues we had in August as an example.

 

We use KBOX as a ticketing/asset management system.

 

Here is what it looks like (Radio buttons by each choice) –basically four clicks.

If you click No it then opens   Ticket Created or Forwarded to ITS FTE

We have discussed using a Google Form to recreate this, but wonder if someone has a better way to do things?

 

Phone Call

Walk-In

Email

Fac/Staff

Student

Other

Blackboard

Software

Hardware

Network

Phone

TSS directions

UFnet

Supplies

Printer

Other

Password issue

iOS

Android

Email

Completed

Yes   No

 

Thank you

 

 

Brad Salisbury
Information Technology Services
Technology Support Manager
The University of Findlay
Findlay, Ohio
419-434-6969

 

We use an in-house written trouble ticket system and have a category of assist ticket.  It is not used religiously, depending on call load, subject, etc., so it does not represent completely dependable data, however it is used pretty regularly by our student support desk and a bit less so by our faculty/staff support desk.  (We use student workers with some full time staff on the student desk, this gives us the ability to rectify mistakes and better train our inexperienced staff as well.)  It has provided helpful documentation of situations that become problematic or sensitive, as well as given us some ballpark data to verify our common consensus. 

 

Ricky Roberts

Director of Technical Support

Northern Arizona University

(928) 523-6950

 

We have been using HEAT for over 10 years now to create and track service tickets for most divisions on campus.  This product works well for us as we also use it as a survey tool.  For our Consulting Center stats up until 2 years ago we were keeping records of all types of contacts on paper form.  We then switched to Google forms by creating our own form.  We fill out the form for all phone calls, walk-ins, and emails received to the Consulting Center.  The form automatically creates a spreadsheet containing all of the information submitted on the form.  On this spreadsheet then one of my students created a page called data with formulas to put all of the specific entries into numbers.  I have attached two images showing the automatically created sheet and then the data sheet my student created.  We are also looking at the possibility of using Google forms as our survey tool.

Dana

Dana Peiffer
User Services Lead Support Specialist
ITS-User Services  ITTC 36
University of Northern Iowa
319-273-7137  Office
319-273-2917  Fax
dana.peiffer@uni.edu




In addition, here is an attachment showing the form we created.  As you can see it only takes a matter of seconds to fill it out for most types of contacts.  Also, here is a link to stats for our office.

Computer Consulting Center:


Dana Peiffer
User Services Lead Support Specialist
ITS-User Services  ITTC 36
University of Northern Iowa
319-273-7137  Office
319-273-2917  Fax
dana.peiffer@uni.edu




All customer interactions are treated the same for Client Services at Oregon State University. For every call or customer interaction our group creates a ticket, or updates the existing ticket as necessary.

 

We have a system set up that pulls customer information quickly from the university ID number and sets the ticket information as best it can.

The quick calls/requests are handled with ticket templates that save most of the typing. Example below.

 

[ ] PIN Set/Reset
[ ] Alternate Contact Information Set
[ ] Provided Password PIN
[ ] Password Change
[ ] Confirmed Login Working

Details:

 

 

All the best.

 

 

-----------------------------------

Lucas Friedrichsen, Manager

Client Services (formerly Technology Support Services)

Information Services

 

541-737-8244

http://oregonstate.edu/is/tss

Note:  IT staff at Oregon State University will *NEVER* ask you for your password, nor will we send you email requesting your password or other personal information. Ignore and delete all email messages requesting such information

 

From: The EDUCAUSE IT Support Services Constituent Group Listserv [mailto:ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU] On Behalf Of Dana Peiffer
Sent: Tuesday, February 11, 2014 9:01 AM
To: ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITSUPPORTSERVICES] Ticket Tracking--Quick Tickets?

 

In addition, here is an attachment showing the form we created.  As you can see it only takes a matter of seconds to fill it out for most types of contacts.  Also, here is a link to stats for our office.

 

Computer Consulting Center:

 


Dana Peiffer
User Services Lead Support Specialist
ITS-User Services  ITTC 36
University of Northern Iowa
319-273-7137  Office
319-273-2917  Fax
dana.peiffer@uni.edu

 

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