an INQUIRY ON ESCALATION MATRIX IF AM USING SPICEWORKS

spiceuser-o3pem · 2023-11-24T11:23:51.000Z

Dear Team,

I kindly request for your your advise whether spiceworks supports escalation matrix wherebiy incase the user has raised an issue and incase it’s not resolved within the SLA time as per our policy it escalates to the next level for easy tracking of user related issues and incase spiceworks does not support this please recommend on how best we can achieve that.
This is really urgent. We shall be glad if the matter at hand is addressed to our satisfaction.
kindly see the below screenshot for the version we are using and advise according how we can achieve the escalation matrix

Rod-IT · 2023-11-24T15:30:34.000Z

#1, please don’t write all in caps.

#2, nothing on a forum can be considered urgent, It might be something you’d like to understand or workaround in a timely fashion, but forums are not the place for real, urgent answers.

#3, there is no screenshot, so I am unable to see your version - but note, if you are using Spiceworks desktop 7.5 or Helpdesk Server, these are both end of life products. The only supported product is cloud helpdesk (CHD).

#4, the product is free, it has limitations, and therefore may not be the product for you or your company.

Spiceworks does not support escalations, how you deal with this comes down to your own internal processes. Perhaps you have the user add something to the ticket, maybe they add ‘SLA breach’ to their message, you can then manually add a manager to the ticket.

spiceuser-o3pem · 2023-11-25T07:35:55.000Z

Dear Rod,

Thank you for the positive feedback.

The above recommendations shall be considered going forward we apologies

To answer your question we are still using version 7.5 meaning it is outdated

Then are you in position to recommend any helpdesk that supports the above subject matter with limited limitations.

Does Cloud Helpdesk support the above subject matter?

Because my company would like to invest in the best helpdesk that can support most things.

Rod-IT · 2023-11-25T10:54:58.000Z

Cloud helpdesk also does not support escalations.

As far as best - this is subjective, meaning what you might consider the best feature, I might not - so you will need to be clearer on what your business needs.

If you want to invest in a product, free may not be the right choice, there are many helpdesk systems out there with many more features, but you need to pay for most.

I’ll recommend a few though, mostly all based on the same code.

OTOBO, ZNunny, OTRS

I would recommend you also read this post What’s going on with Spiceworks Tools & Apps in 2021?

Specifically this part

Update [Nov 9, 2023]: As a part of the continued degradation of supporting services for the Desktop app, on Dec 1, 2023, we will take services offline, impacting the below functionality on all Desktop apps.

Desktop apps will be unable to generate alert notification emails or any other emails currently being sent by Spiceworks mail services.

Desktop apps will be unable to authenticate using Spiceworks authentication services (you will be unable to add new Desktop app users, register new installations of the Desktop app, manage/reset user passwords with Spiceworks authentication services).

Desktop app will be unable to install shared plugins, shared reports, or shared language packs from the Spiceworks App Center.

There may be other unanticipated effects on Desktop apps, potentially including impacts to core functionality. As we communicated in Dec. 2021, we recommend migrating off of the Desktop application.