Whether you are a solo IT Professional or a team of 40, having an efficient help desk is the cornerstone for any IT department. A help desk is more than just a ticketing system; it is a way for you to track internal resources, track the time spent in resolving an issue, and even prioritizing the current open issues.
One of the huge advantages of Spiceworks over other products in the help desk space is its tight integration between different parts of the application. Information in one facet of the application is accessible in many other facets. So in a single pane of glass, you have all the information you need at a glance. The help desk is no exception to this rule. Tickets can be opened to track purchases associated to users and computers or devices, and rules could be put in place to automate many common tasks. Let's have an overview of what we are going to cover in this chapter:
An overview of the Help Desk interface and the...