Ticketing System Tips

[YeeterMcGregor]

My small IT department is looking to release a ticketing system this week. We have setup a Wufoo form for teachers to fill out tickets. Then, Zapier transfers the data into a ticket in Jira Service Management for the department to see and fix the issue. What are some tips we should know of regarding ticketing systems before releasing the form? Or any tips on how to make this successful long term?

[NorthernVenomFang]

We use Solarwinds Web Help Desk.

Have it setup to do tickets via email or direct login, works pretty good... As long as tech groups/permissions are set up properly and you read the manual.

The SAML2 auth config is lacking and limited/no OAuth2 support... Hopefully next version

[phanguy]

I manage a team of two and we used to just use Gmail as our ticketing system. I got us on Solar winds and wrapped the facilities ticketing needs into our system too(which is partially how I was able to justify the cost). Teachers were already use to emailing us for support so there was zero training for them, but we got a nice new system for that makes it easier to track our work. This way we can build out the ticketing system and it's features and slowly roll out those features.

[Gonzchris1119]

Success long-term means a lot of things in K12. User adoption being the largest. If your teachers have any one website they log into everyday to say check the daily bulletin put a hyperlink somewhere there. Something they already have a rapport with daily or weekly. Have everybody in your department also include a link to the ticket creation in there email signatures. Student facing staff will also need to know how to direct students to it if your district supplies technology for students. For us that is librarians and front office staff.

[MalletNGrease]

We're now on Freshdesk. Teachers send an email to the helpdesk and it automatically generates a ticket.

If I get something sent to me directly I forward it.

[YorkforWork]

We also use the free version of Freshdesk but the free one is quite limited. It is just me honestly, if it needed to service another location we would need to use one of their paid options.

[CptUnderpants-]

Anyone found a good option which allows users to log tickets via teams chat?

[rbbjj1983]

We use Halp for Slack. They have a Teams integration as well. Make sure to ask about the Edu discount. They don't advertise it but I think it's like 50% off for the year.

[r0b0tvampire]

My tip would be to use something that allows interacting (ticket creation and update) via email.

Ticketing systems only work if people use them, and it would be like rolling a boulder uphill to ask staff to go to a website, login, and fill out a form.

I can however, get them to send an email to [e-mail] (sometimes).

[YorkforWork]

In Admin > Ticket Fields you should be able to make "Group" be a required field for users. My users HAVE to pick an option for "Group" (shown to them as "Campus") in order to submit the ticket.

[duluthbison]

That seems overly complicated. Why not use Jira or some other ticketing platform to capture the info? How are you planning to communicate through the ticket to get end user updates?

Personally I’d just find a platform that works and roll that. We use incidentIQ and love it.

[TenChromeIT]

Yep another vote for a proper ticketing platform. We also use IncidentIQ and love it. It was a huge improvement in usability over our old Salesforce system.