-
Re: IT Help Desk Collaboration - #swarm
Melissa.RosenAug 12, 2013 7:00 AM (in response to leigh_pankonien)
I'd be curious to know how others are handling this. We have not formalized a Help Desk group or space on our instance because we have other established channels for that. But, we DO have a Getting Started space where we field newbie questions (which could end up at the help desk if we didn't have a space for this), and Enhancement request and Defect reporting group, which links to a SP site to manage workflow of incoming requests. I've seen a module in use in the JC that appears to allow users to submit a ticket and rank the urgency of a request/issue. I am curious if others are using this at their companies to manage help desk scenarios, and if they feel it is effective for them.
-
Re: IT Help Desk Collaboration - #swarm
leigh_pankonien Aug 13, 2013 7:09 AM (in response to Melissa.Rosen)Interesting concept of having users rank the urgency of their request/issue. I'd be curious it know how that's working for those that have implemented as well. Great thoughts, Melissa!
-
-
Re: IT Help Desk Collaboration - #swarm
tmaurerAug 20, 2013 12:10 PM (in response to leigh_pankonien)
I don't think our IT teams are ready for this way of doing things. They still are very metrics and app driven, and handling calls in this fashion doesn't fit their existing structures. They are now posting updates and some documentation to our Jive instance, but tickets are still an external system and likely to stay that way.
That said, the team supporting our Jive instance uses Jive spaces and groups to manage the majority of our trouble/help cases. It works very well for us generally, until someone forgets to mark something as answered or to update the thread with the resolution (but that would be problematic regardless).
I'd love to implement something more along the lines of a form, so that the person submitting had to make a few decisions along the way (i.e. how quickly do you need an answer/action), and was prompted for certain information. We do have a way they CAN use a form, but some people miss that very obvious option.
-
Re: IT Help Desk Collaboration - #swarm
bill.klcoAug 23, 2013 10:12 AM (in response to tmaurer)
Tracy our experience is nearly identical... Main IT help desk is using traditional 1990's ticketing system - track all the metrics but, never get the route cause of ticket ping-pong and long resolution times. Which is no one working on the issue can see the whole conversation. For our Jive instance users contact us through our "help space", and are amazed at how quickly we respond and resolve issues. I think we will eventually get our main IT help desk to come around but it will take many more conversations to convince them there is another way...
-
Re: IT Help Desk Collaboration - #swarm
tmaurerAug 23, 2013 11:27 AM (in response to bill.klco)
I have to admit to being one of the people who almost never uses the IT ticketing system. Part of it has been the interface was crappy. But to be honest, it seems silly for me to have to log into a specific system just to request help, when I only need to do that maybe once a month at the most. I like social because then you are meeting people where they are instead of asking them to come to you.
-
-
Re: IT Help Desk Collaboration - #swarm
thebryceswrite Aug 26, 2013 9:14 AM (in response to tmaurer)Tracy, I had that original impression as well. But as we experimented with it, they began to quickly see the value of deflecting so many tickets that weren't getting solved at the Tier 1 level and making it to them for routine problems...to then seeing people in the community answering each other's questions...referring one another to places where the answer had already been provided...and preventing new calls in the first place thanks to search capabilities (the ticket system with resolutions is closed to most)....that they could see it helping reduce the impact on them vs. before it existed.
Not to mention the praise they got for improved OCM and service thanks to people having more awareness into common problems happening to everyone vs. things just specific to one individual (another great benefit to reduce call volume and redundant tickets).
Our IT team figured out, with some of my help, how to use the Community Manager Reports outputs and some other post/view/reply/time metrics to complement their standard help desk metrics with some new "community help" metrics to tell their overall story.
In case some of that data helps make the case
. I had the OCM lead tell me last week that he could never imagine supporting another large scale IT implementation without it now....based on the benefits it has provided. And we're doing it for Outlook, Lync, Windows upgrades, SharePoint, Jive, SAP, Mobility/BYOD and many more now.
-
Re: IT Help Desk Collaboration - #swarm
xsingy Nov 5, 2013 2:57 PM (in response to thebryceswrite)Hi Bryce,
nice story! Actually the head of support of my company is looking for some references to discuss how Jive can actually help reduce calls to the Service Desks. Would you mind to participate to a conf call (and your IT guy) one of these mornings? Could you recommend some other people to discuss with?
-
Re: IT Help Desk Collaboration - #swarm
thebryceswrite Nov 7, 2013 12:31 PM (in response to xsingy)Hi Xavier, sorry for my delayed reply. I've been travelling.
I don't think I could book anyone else, but I'd be happy to have a chat if you'd like. I am relatively free between 8am-10am EST next week each morning, Monday through Thursday...if you'd have any availability then.
You can DM me if you'd like to further coordinate.
Thanks!
-
-
-