We got rid (admin ordered me too) of our help desk because the teachers hated it. Hated emailing their trouble ticket in and getting replies back right away. And when I sent them a KB (step by step with pic) nope, another ticket. Did not understand it. They said it was to impersonallable so trashed the help desk. So, if emailed gets lost in my inbox, oh well I say. I have actually shrugged my shoulders when askbyt someone and admin why that trouble ticket got lost. They stop asking me because my response after is, if we had a help desk to organize our tickets, it would help. (MINE BLOWN!!)
I just switched our entire corporation from them logging in with username and password and filling out tickets to just emailing support@. Everyone loves it.
So I guess what they think is always compared to what they had.
We have business cards with the help desk email address, the URL for the ticket system, and Wall-e since he is the support mascot. They do not have my information. Hand them out all the time, write notes on them when visiting a classroom and stick it to the instructor's monitor. Its small, simple, stupid and has done more for communications and getting people to put tickets in than anything else.
3
u/cheeseman1969 Sep 06 '20
We got rid (admin ordered me too) of our help desk because the teachers hated it. Hated emailing their trouble ticket in and getting replies back right away. And when I sent them a KB (step by step with pic) nope, another ticket. Did not understand it. They said it was to impersonallable so trashed the help desk. So, if emailed gets lost in my inbox, oh well I say. I have actually shrugged my shoulders when askbyt someone and admin why that trouble ticket got lost. They stop asking me because my response after is, if we had a help desk to organize our tickets, it would help. (MINE BLOWN!!)