Hello.
Briefly about the situation:
At the moment, the company(~ 300 people) provides technical support via e-mail and telephone.That is, in case of problems, the user calls the technical support number or writes to a special address for technical problems, for problems with 1C separate(well, accounting uses the method - run into the office and shout that everything does not work).It happens that applications received by phone or spoken orally are forgotten or lost when you explain to a person that it all takes time and there are tasks with a higher priority, they begin Stomp your foot and complain.Questions are as follows:
1.If you raise the HelpDesk system and accept all applications to the IT department only through it, what consequences can there be?
(the user logs into the web interface and writes the problem)
2.What HelpDesk system can support ActiveDirectory and have the most user friendly interface for users?
3.If the solution to the problem in question 1 does not fit, then what is the best way to organize technical support?

Thanks for answers.

4 Answers 4

If you raise HelpDesk system and accept all applications to the IT department only through it, what consequences can there be?

It's time, the office is not small.Look for some free or shareware ITSM and twist it.Maybe Jira, experience, normal flight.

2.What HelpDesk system can support ActiveDirectory and have the most user friendly interface?

Okay, Google, $1
This is if Fat does not fit.

3.If the solution to the problem in question 1 does not fit, then what is the best way to organize technical support?


And why doesn’t it fit? It is quite normal.
But you can leave that collective farm now.
  • i.e.is it okay to tell users"there is a problem, write on a special site"? – Rich Rattlesnake Sep 16 '19 at 10:44
  • [[x-Ice]], yes, of course, if you haven't spoiled them.
    "All applications - go there," and do it through department heads or directors.
    If you can’t, run and never behave again so as not to be an authority for users.
    – Annoying Antelope Sep 16 '19 at 10:46
If you raise HelpDesk system and accept all applications to the IT department only through it, what consequences can there be?

Streamlining work.Like users and support.Usually, support starts to rest, because a lot of jambs become apparent.Users really will also be indignant - you could yell on the phone, and then sit, write...Again I wrote in the application"I want to green mouse"- you won’t prove that you really wanted the blue one: D
In large offices, support usually works only through the tracker, they usually leave applications by phone, but this is done by a user-friendly"Abizian girl" who fills in the fields only in the application :)
If a lot of money is Jira, it’s really cool, but really expensive.
If there is no money - Redmine, OTRS, Bugzilla, Mantis, thousands of them...
Good afternoon,
The topic of the first question was at the same time very funny, sad, smart and instructive article on the hub about the implementation of HelpDesk in the company: https://habr.com/en/post/162749/
(The author collected a lot of rakes and described everything, including how to “retrain” everyone using only the ticket system for support applications).
Article of 2012, but it seems to me still relevant.I hope it comes in handy!
TS, and on which side will you be in this system? How ru-l/senior IT?
If so, then you will have 2"enemies"(at least): users and system administrators.
Each of them needs to be “fought” differently.
It’s also important to enlist the support of TOR management.If briefly, they must subscribe to"no application - no problem"
IT bonuses like HD/SD buns can offer various bonuses with reference to KPI.