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Message from mbroe@oakland.edu

Hello,

I'm working on developing a new system of categorization for our helpdesk ticket system, and would like to get some ideas of what hierarchal structure others have used to categorize their support tickets.
As a secondary, but very tightly bound question, what kinds of reports do you find most useful with these hierarchies?
Any concepts you could share would be greatly appreciated.

-Mitchell

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Mitchell Roe
User Support Services Specialist
Office: (248) 370-2368
gVoice: (248) 783-6376

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Comments

Message from jj014747@pomona.edu

Mitchell, 

What questions are you asking?  That's the first place to start, in my opinion.  Then, what data do you need to answer those questions and are you collecting the necessary data for those answers.  If not can you structure your data such that you can?

What do you feel your organization needs to know about the service your Help Desk provides?

That being said, there are different categorizations:  some that impact customer satisfaction (speed and precision of resolution, appropriate urgency and impact definition, etc) and some that impact your IT organization (quality of service delivery, appropriate service levels, etc.) and some that affect your institution (utilization of resources, appropriation of resources, etc.)



Julianne Journitz
Director of Client Services
ITS
Pomona College

I think we had something like this last month.  Search the archives for subject line Ticket categories

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Julie Journitz
Sent: Friday, May 11, 2012 9:45 AM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: Helpdesk Statistics

 

Mitchell, 

 

What questions are you asking?  That's the first place to start, in my opinion.  Then, what data do you need to answer those questions and are you collecting the necessary data for those answers.  If not can you structure your data such that you can?

 

What do you feel your organization needs to know about the service your Help Desk provides?

 

That being said, there are different categorizations:  some that impact customer satisfaction (speed and precision of resolution, appropriate urgency and impact definition, etc) and some that impact your IT organization (quality of service delivery, appropriate service levels, etc.) and some that affect your institution (utilization of resources, appropriation of resources, etc.)

 

 

 

Julianne Journitz

Director of Client Services

ITS

Pomona College


Message from mbroe@oakland.edu

Ah yes; thank you, James.  I must have glanced over it before.  Thanks for helping point me in the right direction.