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Gallaudet utilizes BMC/FootPrint for our HelpDesk ticketing system. We are currently in the process of upgrading from 9.5 to 11.6. One of the area were focusing on is the request submission method. We currently allow both email or web-based submission. There are pros and cons to both sides of the setup. I thought I would check with others on this listserv to see how you handle this if you have such a system at your institution. 
Thanks,
~ Charles


Charles E Drawdy
Manager, Help Desk, Media, and Classroom Support
Gallaudet Technology Services
Gallaudet University
charles.drawdy@gallaudet.edu
Video Phone: 202-250-2662

Comments

Message from jj014747@pomona.edu

Charles,

We're a small college so my answer may not suit many but my opinion is that we should provide a variety of conduits to our constituents for contacting us as each member of our constituents may have a preference.  It doesn't change how the ticket is worked upon once it comes into the system.  We use BMC Footprints as well.  Generally everything comes as email (our web forms submit email to Footprints and very few people remember there's a web login they can use to gain access).  


-- 
Julianne Journitz
Director, Client Services
Information Technology Services
Pomona College
156 East 7th Street
Claremont, California 91711


From: Charles Drawdy <charles.drawdy@GALLAUDET.EDU>
Reply-To: The EDUCAUSE IT Support Services Constituent Group Listserv <ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU>
Date: Monday, November 11, 2013 8:11 AM
To: "ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU" <ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU>
Subject: [ITSUPPORTSERVICES] ticketing system - web vs email submissions

Gallaudet utilizes BMC/FootPrint for our HelpDesk ticketing system. We are currently in the process of upgrading from 9.5 to 11.6. One of the area were focusing on is the request submission method. We currently allow both email or web-based submission. There are pros and cons to both sides of the setup. I thought I would check with others on this listserv to see how you handle this if you have such a system at your institution. 
Thanks,
~ Charles


Charles E Drawdy
Manager, Help Desk, Media, and Classroom Support
Gallaudet Technology Services
Gallaudet University
charles.drawdy@gallaudet.edu
Video Phone: 202-250-2662

Good Morning,

In our old ticketing system we allowed users to email us to create a ticket. 

We moved over to Dell Kace Kbox ticketing system and decided  not to allow email submission.

The users can call the Technical Support Center or go to the link and input their own ticket.  We only have questions that we need the user to answer so that we have enough information to move forward with assigning their ticket.  About 4 of the fields are required.

With email submissions we found that the Technical Support Center was spending more time trying to contact the client to get enough information to be able to assign the ticket to a technician and this slowed down the process.  The clients would give little to no information ex: I can't print.  That's a pretty generic comment and they were also not giving us contact numbers.  

The weekends were the worst because the TSC couldn't get hold of the client to get more information so the ticket would sit until Monday morning and that was if you could get hold of them by either phone or email.

The TSC is staffed with 25 students and they were responsible for checking the generic email account to see if the client had responded and given us more information. With our old ticketing system the response went to email that had to be manually checked by a staff member.  With Dell Kace Kbox the client's response goes right into the ticket.  The TSC students were suppose to move the email into a folder and copy and paste the client's comments into the tickets.

For the most part the moving the response email into a folder so that it wasn't sitting in the Inbox folder after the client responded didn't happen.

It all depends on how your ticketing system works, how much information you need or want from your clients and how your environment is set up within your department that receives the ticket submissions.

Hope this helps some.




Hi Charles,

Our clients contact us via phone, email or in person. We are contemplating adding web-based ticket submissions primarily to 1) provide some structure to the request ensuring all the necessary information is provided upfront and 2) channel the request to the right team.

 

HTH,

Ab

 

Abdulrauf Gehani
Manager, IT Client Services
Information and Instructional Technology Services

UNIVERSITY OF TORONTO SCARBOROUGH
Academic Resources Building, Room AC207
1265 Military Trail, Toronto, Ontario  M1C 1A4
Tel 416-287-7344
iits.utsc.utoronto.ca

Tomorrow is created here.

 

Technology Support Services at Oregon State University allows the following submission types.

 

1)      Phone

2)      Email

3)      Web based chat

4)      Online submission

5)      In-person

 

When we have a new IT Service Management software solution, we will try to funnel the e-mail and web based chat methods to the online submission first. Especially since it will be tied in with a solid knowledgebase, which will ideally help customers solve their own problems quicker.

 

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

Lucas Friedrichsen, Manager

OSU Computer Helpdesk

Community Network

 

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

 

Baldwin Wallace University also allows the following for ticket submission.

1.       Phone

2.       Email

3.       Chat

4.       Online ticket submission via the KB on our website (help.bw.edu)

5.       Walk-in

While we still receive the majority of help requests via phone, more and more are coming in via online submission and chat since we updated our ticketing software and our website to include a knowledge base.  The HelpDesk staff then direct the ticket appropriately.  We did a big marketing push for students that really helped…Kind of a “helping you help yourself” deal.  We will be moving forward with the marketing for faculty/staff soon. 

We’ve had very positive feedback on the option to submit tickets online. 

 

Melissa Bauer

Manager of User Services

Baldwin Wallace University

275 Eastland Rd.

Berea, OH 44017

440.826.6961

http://help.bw.edu

 

Charles,

Having a solid knowledgebase really helps.

We use to have FAQ's on our IT website outside of the ticketing system and they just didn't get used that much.

Now our knowledgebase is inside the ticketing system and it is being used.  Our KB keeps track of the views so we can see if they are being used, the clients can also vote on them if they helped or not and we have had clients put in a ticket and call back stating the KB article we sent them or that they found on their own resolved their problems.

I believe anything you can empower the client with to help themselves improves the Customer Service experience. 




Melissa,

I would be interested in getting more information on what your Marketing strategy was.

Thanks


Hi:
  Here at Valparaiso University, we allow Phone, web, and e-mail.  However, we are going to be phasing out the e-mail in the next few months.  We have found users do not put a lot of information in the tickets and therefore, we lose a lot of time trying to address the ticket.

Best Regards,
Brandon Morrison


We accept email, phone, and web.

Some of our outgoing automated communications use the helpdesk email as the reply-to, which really helps to funnel those questions through the system.

I've been considering abandoning the stock web interface of our system for ticket submission and going with a regular web form that logs via email. That way, if/when we change systems, users won't notice a change in the form. And we'd be able to customize the fields/required fields however we wish.

Mary Hunter
Director of Information Technology
John F. Kennedy University

Phone: 925-969-3466
Fax: 925-969-3474

For IT assistance, please contact our Helpdesk at 925-969-3464 or email helpdesk@jfku.edu

On Nov 11, 2013 8:13 AM, "Charles Drawdy" <charles.drawdy@gallaudet.edu> wrote:
Gallaudet utilizes BMC/FootPrint for our HelpDesk ticketing system. We are currently in the process of upgrading from 9.5 to 11.6. One of the area were focusing on is the request submission method. We currently allow both email or web-based submission. There are pros and cons to both sides of the setup. I thought I would check with others on this listserv to see how you handle this if you have such a system at your institution. 
Thanks,
~ Charles


Charles E Drawdy
Manager, Help Desk, Media, and Classroom Support
Gallaudet Technology Services
Gallaudet University
charles.drawdy@gallaudet.edu
Video Phone: 202-250-2662

Marketing strategy was pretty simple:

All staff have the web address at the bottom of their signature line

All staff and student employees have shirts with the web address on it as well.

We had an “Information Table” at the student union for lunch and dinner two days.  We had a prize wheel and encouraged anyone who was in the union to spin the wheel (an app on an iPad).  Everyone won a prize (bistro cups, insulated tumblers, 4gb flash drives and carabiners) that had the web address imprinted.  We had limited larger prizes, but everyone got a carabiner.  This allowed us the opportunity to talk to the students.

 

In the coming weeks, we will begin the push for fac/staff.  The staff will visit departments with some promotional literature, magnetic clips and pens to market the new website.

 

Hope that helps!

Melissa

 

From: The EDUCAUSE IT Support Services Constituent Group Listserv [mailto:ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU] On Behalf Of Sandi Carpenter
Sent: Monday, November 11, 2013 12:18 PM
To: ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITSUPPORTSERVICES] ticketing system - web vs email submissions

 

Melissa,

 

I would be interested in getting more information on what your Marketing strategy was.

 

Thanks

 

I’m curious what others have setup for categories/subcategories to define work orders within their support systems.    Do you have a well defined, limited list?  Who do you allow to add/update them?   How often do you review the list of categories/subcategories for accuracy/usefulness in identifying requests?

 

Do users utilize those categories when submitting a request or is that handled by the support person who addresses the ticket?

 

Regards,

Manny

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

Manuel (Manny) Amaral

Associate Director of Information Technology

(781) 292-2433

 

 

 

 

From: The EDUCAUSE IT Support Services Constituent Group Listserv [mailto:ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU] On Behalf Of Melissa Bauer
Sent: Monday, November 11, 2013 12:28 PM
To: ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITSUPPORTSERVICES] ticketing system - web vs email submissions

 

Marketing strategy was pretty simple:

All staff have the web address at the bottom of their signature line

All staff and student employees have shirts with the web address on it as well.

We had an “Information Table” at the student union for lunch and dinner two days.  We had a prize wheel and encouraged anyone who was in the union to spin the wheel (an app on an iPad).  Everyone won a prize (bistro cups, insulated tumblers, 4gb flash drives and carabiners) that had the web address imprinted.  We had limited larger prizes, but everyone got a carabiner.  This allowed us the opportunity to talk to the students.

 

In the coming weeks, we will begin the push for fac/staff.  The staff will visit departments with some promotional literature, magnetic clips and pens to market the new website.

 

Hope that helps!

Melissa

 

From: The EDUCAUSE IT Support Services Constituent Group Listserv [mailto:ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU] On Behalf Of Sandi Carpenter
Sent: Monday, November 11, 2013 12:18 PM
To: ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITSUPPORTSERVICES] ticketing system - web vs email submissions

 

Melissa,

 

I would be interested in getting more information on what your Marketing strategy was.

 

Thanks

 

At one point, we had several categories for the student/faculty/staff to use, but they were not always correctly interpreted so we remove them and do that from the analysts' level. The requester would simple describe as best as he/she can in the description field of the issue and we will take it from there. Sometime, we have to go back to them for clarification. ~ ced 


Charles E Drawdy
Manager, Help Desk, Media, and Classroom Support
Gallaudet Technology Services
Gallaudet University
charles.drawdy@gallaudet.edu
Video Phone: 202-250-2662



Manuel,

We have a list of all our categories that we use for items that IT is responsible for and we support. The list is not that long.
We have a large list of subcategories to go with these but the TSC fills in the sub category. We only require the client to pick the category and then give us a description of their problem. 

Anyone can request a category or subcategory be changed or added but I am the only person who can change or update them. The requests are reviewed to make sure that the changes don't impact anyone else or any of our work flow processes.

The TSC reviews these once a month.






We use FootPrints (11.5) and we allow electronic help requests along with phones and walk-ins. The majority of forms today gather the inputs and submit them to FootPrints via an email, but we are looking at using the FootPrints web forms themselves.

 

Dwight Snethen

 

496-1035

 

We will be releasing our web interface for clients shortly. We also have categories that map to our services and intend to make those visible for client selection. This is in large part because our software will then display a list of FAQs related to the selected category, hopefully allowing clients to get answers to some questions/issues without needing to submit a ticket. If the FAQs don't address the situation and a client needs to submit a ticket, our software allows us to provide "special instructions" and custom fields by category so we can obtain better information upfront - hopefully enabling us to respond more quickly and effectively.

There has been some discussion of eliminating email when online submission goes live, but the current plan is to allow both for a while and assess client use/satisfaction with the online submission process.

Thanks for the marketing ideas!

Regards,
Leslie

-- 
Leslie Smith
ITS Help Desk Manager
Denison University
740-587-8593
smithl@denison.edu

As an FYI, our channel percentages are below (YTD). “Customer Mail” are those times customers email a support person directly instead of going through preferred channels (the main service desk channels). “Self-reported” is if an agent initiates a ticket for something they find.

 

Email

Web

Phone

Walk In

Customer Mail

Self Reported

29.48%

0.36%

63.07%

6.48%

0.31%

0.30%

 

 

 

Dwight Snethen

 

496-1035

 

We allow web forms and email in addition to phone, online chat, and walkup.

 

Most of our forms create tickets through our system’s web services. Some send specially-formatted emails to the ticket system which allows us to not only create tickets, but also to perform additional actions like routing and auto-population of certain fields like category. Rather than give our users a single web form with a bunch of categories to pick from, we currently host a ton of different web forms which are focused on specific requests/incidents. This has worked well for us, but the list is growing quite long. We will be moving to a service catalog model in the future.

 

Emails from users auto-generate tickets, as does online chat (it sends an email when the chat session is concluded). These tickets are dumped into the service desk’s queue for evaluation. For regular user emails, we get all kinds, including very generic “I can’t print” messages which require additional contact for more info. We can send email to the client from within the ticket and responses auto-update the ticket (and flag it as ‘UPDATED’ so the service desk knows to look at it). Despite the back-and-forth, it works quite well.

 

We currently use BMC Service Desk Express (Magic), but we will be transitioning to a new product soon. We’re in the final stages of our RFP. I don’t see us moving away from email-to-ticket creation any time soon because it’s such a popular method for contacting the service desk – and we want to do what we can to encourage people to use the service desk as a resource. But I do agree that the experience is usually better for everyone when more information is captured up front.

 

Regards,

Justin

 

---

 

Justin Smith

Administrative Technologies

Illinois State University

 

 

From: The EDUCAUSE IT Support Services Constituent Group Listserv [mailto:ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU] On Behalf Of Leslie Smith
Sent: Monday, November 11, 2013 12:33 PM
To: ITSUPPORTSERVICES@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITSUPPORTSERVICES] ticketing system - web vs email submissions

 

We will be releasing our web interface for clients shortly. We also have categories that map to our services and intend to make those visible for client selection. This is in large part because our software will then display a list of FAQs related to the selected category, hopefully allowing clients to get answers to some questions/issues without needing to submit a ticket. If the FAQs don't address the situation and a client needs to submit a ticket, our software allows us to provide "special instructions" and custom fields by category so we can obtain better information upfront - hopefully enabling us to respond more quickly and effectively.

 

There has been some discussion of eliminating email when online submission goes live, but the current plan is to allow both for a while and assess client use/satisfaction with the online submission process.

 

Thanks for the marketing ideas!

 

Regards,

Leslie

 

-- 
Leslie Smith
ITS Help Desk Manager
Denison University
740-587-8593
smithl@denison.edu

For those who are phasing (or have phased) out email, I am very curious as to feedback from instructors. I must admit, we see many of the same issues with email support, and the idea of letting it go is quite tempting.  ;}  However, there is a distinct behavioral difference between students and instructors who contact us for support.

On average, 35% of our calls come from instructors and 47% from students (another 12% from staff, which includes TAs). Instructors email us 60% of the time, and use the form only rarely (9%), while students are almost the exact opposite, using the online form 55% and email only 14%.

I should qualify that we are an LMS-only support shop, in the same division as the central IT desk but have a separate, home-grown ticketing system. We just finished our second chat support pilot and are making the final decision on which product to use- response from both instructors and students we very positive. While the institution has a knowledgebase, it does not integrate with our ticketing system, and there were issues with effectively finding specific documentation in the general pool (knowledge diffusion).

Thanks,

~elisabeth

 

The central service desk at UC Davis has recently migrated to ServiceNow and accepts email, phone, and web forms. Emails and web submissions automatically create an incident in ServiceNow. We will be implementing chat in the very near future (Bomgar) and will then focus on transitioning email transactions to chat. I agree with a couple of the previous posters – email is very inefficient, but the preferred means of communication for our faculty. Therefore, we have no expectation of ever leaving email! We hope to leverage features of chat – when initiating the session, asking for the category of the chat and then presenting FAQs related to that category, with the success gauged by how many chat sessions abandon.

 

Related to categories, we have approximately 12 categories, and those categories are used across the knowledge base, service catalog and within the ITSM system.  I should note ServiceNow presented a new way of looking at classifying incidents for me – I had been used to Remedy and HP Service Manager, previously.

 

Our ServiceNow classification structure:

 

Feedback >>>Feature recommendation; Unfavorable; Favorable;

Inquiry/Help >>>General inquiry; How to;

Request>>>New; Modify;

Service Disruption>>>Performance Degradation; Partial Outage; Complete Outage; 

 

Then, we have Configuration Items – the actual component, system, or item related to the category/subcategory. (Outlook, Exchange, Kerberos, etc.)

 

Our Service Catalog and KB categories are:

                Accounts & Passwords

                Classrooms, Labs & Printing

                Desktop Services

                Educational Technology

                Email & Collaboration

                Internet & Network

                Media & Events

                Security

                Servers & Data

                Software & Business Applications

                Voice Communications

                Web Services    

 

For those familiar with ServiceNow, we are using the Incident Mgmt module for requests. We hope to migrate to Request in the next year. Accepting such a large volume of email, combined with the automated incident creation process, will make the transition to Request system somewhat problematic – if a request comes through email, it creates an incident which then must be closed/converted to the request. There are huge issues with this – we tried to implement both Request & Incident at “go live” and we failed. Therefore, we regrouped and combined them into Incident Mgmt. It works for now, and we have to figure out how to manage this going forward – has anyone already solved this problem?

 

Anita Nichols

ServiceNow Product Owner

Client Services Manager

University of California, Davis

(530) 752-4386

 

 

 

Hi Anita,

 

I am only marginally familiar with ServiceNow, but your problem intrigues me. What are the issues associated with converting an incident to a request? Is it a technical challenge within ServiceNow, a metrics issue, or something else?

 

My first thought would be to have ServiceNow create a record in a different table (like ‘New Ticket’ or ‘Service Desk Call’). Then have your service desk analysts review these tickets and have them manually classify as an incident or request. Would something like that work?

 

Justin Smith

Administrative Technologies

Illinois State University

 

Message from jj014747@pomona.edu

We're using BMC Footprints (formerly Numara).  We have a ticket classification field that, as tickets are reviewed by agents, gets set to either "Incident" or "Service Request".  We use the same workspace for both.  Requests coming in default to Incident but since they need to be reviewed by a human eventually anyway . . .




-- 
Julianne Journitz
Director, Client Services
Information Technology Services
Pomona College
156 East 7th Street
Claremont, California 91711


Hi Everyone, 

Charles - Good Luck with the migration to footprints  v11.  We did that last year, also from 9.x.  The biggest shock to the users was the new UI that some folks are still complaining about:-(  

This a great thread that has now grown to include two of our biggest challenges.  Methods of  contact AND ticket categories. We are using BMC Footprints 11.0.3,  LiveZilla Live Chat and an Alcatel OmniPro call center ACD. 

We currently have six methods of contact.  Survey stats of closed workorders for the 2012-13 school year were: 
64.6%  PHONE
20.6%  EMAIL
9.2%   In Person.  
8.9%   Submitted Ticket Directly (power users) 
4.2%   LiveChat
2.6%   IT contacted me

This  does not include all of the student walk-ups in the information commons HelpDesk area  that are assisted typically without a workorder.   That is an area I would like to get a better handle on but sometimes it just gets too busy.  We also started a Twitter account last year but use that almost exclusively for sending outbound communication of incidents (especially when gmail is not behaving) but we do also monitor the twitter-sphere for any tweets from students regarding technology issues (mostly WiFi complaints) and will follow up with them when necessary.   

As others have indicated, phone is still king but we see it giving ground slowly to other contact methods. With +20 % still using email it is not an area we are looking to remove but I must  agree with others that this area requires much more followup to gather the necessary information to ensure proper routing of the request or incident costing us precious time and resources.  We have started to research the Collaborative Inbox  feature within Google Groups for managing general HelpDesk email workflow but that would be another discussion entirely. 

One of the ways we are working to improve the quality of self submitted workorders is implementation of specific web forms driven and organized by a new service catalog we plan to deploy in Jan 14. This in effect merges both the email and submitted ticket directly methods. The plan is to market the new service catalog and web forms and at the same time start pulling back user privileges that allow way too many people "power user" access to footprints. Many times those are the tickets that are mis-routed, mis-categorized, and result in further delays.  

Another way we are improving the data capture and process by ensuring a ticket is entered for each incident is automation of  password resets (which also improved security)  and integration of our HP JetAdmin with Footprints  so that the printers we manage put their own tickets in on  errors. In the past most of these printer issues were reported by users, fixed by student techs and not entered in workorders. Both automated PW resets and  printer issues enter the workorder system through email now and comparing before and after implementation metrics show that were missing a lot of incidents that use considerable time and resources which could negatively affect planning for budgets and staffing.  

LiveChat was implemented by the helpdesk last year in May 12 and is gaining popularity with all users.  At first it was almost exclusively students but now is being use more by staff and faculty.  When a Chat session is completed the transcription is  emailed from the chat server to the Footprints system and generates a ticket.  This one needs a lot of work to get the data into the fields and out of the text descriptions. Right now it is a rather manual task.  Also if  Live Chat operators are not available the system allows to "leave a message" which also results in an email to the system and generates a workorder. 

We also measure a contact method of  "IT contacted me"  because many workorders are a result of: 
  • Intrusion Prevention System - Automatically quarantines a user's machine suspected of malware and enters a workorder, then the helpdesk will followup and contact them directly.  
  • A scheduled equipment allocation - when equipment is due for replacement we contact the user and let them know of the upcoming replacement plan. This tends to generate several "oh by the way, while you are here" type of workorders. 

So bottom line for us is that we must continue to offer all methods of contact that will benefit the various groups we serve and give each of them options.  See our contact IT page for examples of the options including a twitter feed and remote support page which customers do not use to initiate support contact at this time.    

As for the incident category discussion, I think it would be beneficial if we move that into it's own discussion since I get the feeling we could all go on for pages on that topic and continue to learn from each others feedback. All this discussion makes me think I will start another discussion on developing and implementing a service catalog too. 

Thanks for the great discussions.  



Regards, 




Charlie Kulins


 


Manager of Customer Services

Office of Information Technology

Phone:  516.877.4322
Web:     IT.adelphi.edu
E-mail:  ckulins@adelphi.edu





Hi Justin,

 

There were multiple issues. First, we have a foundation of “no customizations” for our implementation – to allow for simpler and faster upgrades to the newest version and prevent conflict with other modules within ServiceNow.  We did go down the path similar to your suggestion – where we had a “holding queue” of tasks. Then, someone would triage those and convert them to either the Request or Incident module. This was a customization, and we ended up backing it out.  

 

It occurs to me one of the big reasons it didn’t work is because our service catalog wasn’t fully developed and the requests ended up as “Other,” never a good subject line for your customers to see. Anyway – thanks for your recommendation – it made me think about why it didn’t work in the first place, and now that we are further down the development track, I think it is time to reconsider!

 

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