I've just installed the web help desk and am trying to work out the best way to use it for our service desk. Really interested in how other uesrs have setup their processes for service desk. Is there a best practice document available that I can use. Find it really hard to think of what work flows to create and whats the best way to do it.
Any help will be much appreciated.
I'm just finishing up the initial set up of our WHD install.
There are 4 techs and I have all of us in a group that we all see what tickets were submitted and what their status is.
WHD has a ton of flexibility and there are very granular type of settings. I just prefer to start this way until we get used to the interaction and then we can determine how to parse it out and what other specific features we can use. KISS applies to me
I think it varies depending on your support model and what the expectations are within your business or the businesses you support.
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