1

Good Afternoon!

Our company’s call center was looking into slimming down Spiceworks to be used purely as a basic ticketing system to follow up on customer issues, HR related items and order follow up. This is our test of a ticketing system of something that is free and something we already have familiarity with. I seem to have a few tools that will really help us out. The basic idea is:

  • Mailbox used for Spiceworks will have many aliases
  • Depending on the to address field a ticket will be assigned a category
  • Members who have access to the Spiceworks server can view tickets in their respective categories to work on and won’t necessarily assign themselves the ticket as it basically is assigned to their category that they own

I seem to be stumbling upon just a few roadblocks as it applies to categories. One I have just overcome is to remove unnecessary categories and create new ones. The only item at this point left to do is related to permissions. Permissions would be to sensitive categories related to HR and only shown to supervisors. I’m just wondering if anyone has any tips on how to work through this? Also if someone has a different type of ticketing system that requires zero investment that might fit a call center environment better that’s OK, let me know. :smiley:

3 Spice ups
2

To be completely honest we just recently ditched spiceworks for the sake of OsTicket.
For us the main point was the “being online” (sadly some audit requirements from our customers) part of spiceworks and the speed.
Also we never used the additional features like Inventory.
OsTicket offers the possibillity to assign tickets to departments by filtering them when they come in.
Then you can set up different permissions for the departments.
We are just doing this for several offices to have the tickets automatically assigned to the right IT department.
Also with the knowledge you can customize the appearance of OsTicket to your own needs.

https://osticket.com/

1 Spice up
3

I like that! I’m not familiar with Apache at all and am unsure where to start with it. That being said, what do you think overall for the customer care experience for this new system?

4

When set up correctly i do not think that it is bad but it still doesnt beat a customized paid system.

For example allowing users to log in with a url to actually follow the status of the ticket without the requirement to create an account is pretty nice.