One of the best things for an IT department is a good helpdesk ticket
system and if you don't have one here's a simple, inexpensive solution. Welcome to
Sele Training. I am Jason Sele. Now I'm a big fan of Microsoft products
and System Center Service Manager is a great helpdesk ticket system but one of
the problems with it is it's kind of cumbersome to set up, it's expensive and
if you're looking for something really simple, really inexpensive ManageEngine
made by Zoho is a great tool. One of the great things about manage engine is it's
virtually free at least for the first five technicians and all of the users
that submit tickets are free as well. If you're a small IT shop and you have a
small number of technicians it's really inexpensive. First five are free, each
additional is ten dollars per month per person. Another nice feature within a
couple hours you can get this set up and have it running in your environment. You
also have the ability to designate a domain name associated with the helpdesk
ticket system so that you end up with helpdesk.domain.com which is really easy
for people to remember and submit tickets. Now you can see by the main
screen here there's a dashboard. It gives you information about your technicians
and how many open, on hold, or overdue tickets they have. You can see a graph of
tickets with the different types of modes that those tickets have been
submitted with, whether it's email phone and you can add to this list. It has a
breakdown of the request this week, violations of your SLA's by technicians
and then some graphs showing some of the open and unassigned and tickets close to
violation. So very handy. If you come up here to request it shows you a list of
all the open tickets and you can select a variety of different choices whether
you want to see open tickets, tickets that are closed, tickets that are unassgned
and tickets just for you as a technician and it shows the ID number, the status,
who it's assigned to, when the due date is. One of the nice features about manage
engine is it automatically allows you to set up your SLA's and you can set a time
period for the different due dates. It'll automatically put that due date on the
ticket and it's real easy if you open a ticket, you can see information from your
users that submitted a ticket, you can look at the details, tasks, what your
resolution is if you've completed it, you can put in reminders, different due dates
you can mark with approval, you can keep track of a work log, you can see the
history, status information, you can also close tickets, you can assign them to
different users, you can pick up the ticket if you want to assign it to
yourself. There's also a list of solutions where you can mark different
types of solutions to different hardware or software problems and you can
categorize these and set up whatever category grouping you want. Under the
setup you have a number of options available. You can create all of your
technicians. You can also add users so that in your organization it will record
the user that submits an individual ticket and you can go back and look at
the history for that individual. It gives you a number of options to set up
different fields of data, you can assign templates for the incident that people
submit you can do automation rules based on service level agreements or different
business rules if you have certain selection certain categories that you
want to maybe assign to an individual or have a different site that's responded
to by a different set of technicians. You can also set up your mail server so that
at your domain you can have tickets come in via your own email system into this
help deskticket system to get a sign. You have the ability to do surveys
you can manage the data that's in your ticket system, you can even set up a
self-service portal for your users and there's additional add-ons that manage
engine creates for you. A very good tool, very inexpensive, very easy to setup and
I encourage you to take a look at it if you haven't used this before.
Well there you have it. A simple, quick and easy helpdesk ticket system to set
up for your organization. Five users free again, additional users or $10 per person
per month for a small IT organization this is a
great tool to get you going. You're listening to Sele Training. Don't
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