Spiceworks has been approved at Cook!

craigweston · 2015-10-09T12:09:21.000Z

After joining Cook 6 months ago and proposing Spiceworks as our new ticketing system, I have heard today that it has finally been given the go ahead to be rolled out to the whole company!

We have been testing and configuring the system to our requirements and using it to log our more complex tickets, now we will be preparing to officially announce this to the whole company and provide some user guides. This will be a big culture shock!

Next issue will be to educate users to log a ticket!

bwells · 2015-10-09T12:17:02.000Z

Nice!

peter · 2015-10-09T12:27:01.000Z

well done you

stables2511 · 2015-10-09T12:29:45.000Z

cool well done

mccormick · 2015-10-09T12:50:34.000Z

Nice!

jsmith · 2015-10-09T12:52:44.000Z

Congrats! More importantly, good luck on the user education!

craigweston · 2015-10-09T12:53:40.000Z

Jason9103:

Congrats! More importantly, good luck on the user education!

It’s always a challenge!

bobbyearcher · 2015-10-09T12:58:33.000Z

Welcome to the family!

craigweston · 2015-10-09T13:00:22.000Z

I’ve been with Spiceworks for years, just great to know my new company will be a part of it too.

Brony-Overlord · 2015-10-09T13:01:11.000Z

Nice One!

Bud-G · 2015-10-09T13:19:21.000Z

Congrats!

scovillain · 2015-10-09T13:21:03.000Z

Good job!

outnlimbo · 2015-10-09T13:27:32.000Z

yeah good luck on the user community opening a ticket, we have recently been going through this with another vendor and users rather walk to your desk and complain instead of take the 5min to open a ticket even though we have a kiosk setup near the IT area for them to use if they cant do so from there own system.

its been rather entertaining…

craigweston · 2015-10-09T13:36:35.000Z

I like that idea Jeff_D

anthony7445 · 2015-10-09T13:40:14.000Z

Congrats. Personally i like the email to helpdesk for creating tickets. create a email called helpdesk@cook.whatever and have staff email that.

and for the staff that will still email you directly, or even call directly, there is tickets anywhere. when an email comes into you, forward it to your helpdesk email address using the tickets anywhere commands. http://community.spiceworks.com/help/Tickets_Anywhere

same with a phone call. a quick two minute call that resolves an issue can still be documented with a ticket. YOU email the helpdesk with #created by of the user that called and #close that you’ve resolved it. ticket is created and they user gets their copy automatically.

love tickets anywhere!

bob-13 · 2015-10-09T13:49:27.000Z

User training… dig to preorder enough shock sticks?

Congratz on getting the ticketing part approved.

craigweston · 2015-10-09T14:01:59.000Z

anthony7445:

Congrats. Personally i like the email to helpdesk for creating tickets. create a email called helpdesk@cook.whatever and have staff email that.

and for the staff that will still email you directly, or even call directly, there is tickets anywhere. when an email comes into you, forward it to your helpdesk email address using the tickets anywhere commands. http://community.spiceworks.com/help/Tickets_Anywhere

same with a phone call. a quick two minute call that resolves an issue can still be documented with a ticket. YOU email the helpdesk with #created by of the user that called and #close that you’ve resolved it. ticket is created and they user gets their copy automatically.

love tickets anywhere!

Yep I prefer the email method of generating tickets but I suppose we should have the portal option in case a user has a problem with their email and I can’t be bothered to answer the phone… only kidding I’m very professional at all times!

james485 · 2015-10-09T14:11:35.000Z

Glad to hear some good news!

erick · 2015-10-09T16:26:40.000Z

Next step is to convince the boss to send you to SpiceWorld 2016!

craigweston · 2015-10-09T16:53:17.000Z

estylez23:

Next step is to convince the boss to send you to SpiceWorld 2016!

Haha still working on that but just in case he wouldn’t I’d already bought my ticket, so I’ll be there in May.