1

Hello,

So I was wondering if anyone could help me.

My company wants a support ticket/help desk function for our employees.

This is to be for the 250 stores to log any issues/query’s they have. They all need to be access it from their stores, and log tickets their self.

Is it then possible to either:

  1. Set up specific departments they can log their enquiry to. E.g. IT, HR, Marketing and so forth

  2. It comes to one centralised place - and a department within the office then assigns the ticket to the relevant department?

If anyone knows if spiceworks will be the correct tool for this use, or can point me in another direction that would be great

Thanks

Dani

2 Spice ups
2

With Spiceworks, there is a Portal that you can configure for employees to submit tickets. With that, you can configure fields to help Categorize tickets. You can also create rules based off of these categories on how to assign the tickets. These same rules apply to tickets created via email, but you have to be a little more creative with these rules.

3

However, a admin will be able to see tickets in each Category. I can only imagine that the “HR” category might accidentally contain information that should be considered privileged, so you may want to think about that category a bit more. Assuming you are looking at the on-premise version of Spiceworks, in theory you could install multiple copies of Spiceworks (one per Department) all on different ports if you truly wanted to keep eyes on their categories only.

4

Hello,

Thank you for your reply. I will try and look into how to do this. R.e. Your other message, that’s very true. The system shouldn’t be used for any personal related queries just store based ones. Would you say that Spiceworks is one of the best systems to use? How do you find it?

5

Spiceworks is a great place to start off with - especially since it’s free. If you find your setup is more complex than Spiceworks can handle, I’d suggest InvGate Service Desk; it’s hosted and stupid powerful and easy. Honestly though, we ran Spiceworks for years and thought it was great; we just had a few company quirks that made us move away.