11

Hey devs, really need some help here. This is driving me crazy...

We're currently taking issues from the company via mail. We've got a group mail that goes to the three of us at the IT department. Problem is, colleagues just forward customers emails without event trying to help, which means that we get stupid issues like "I can't sign in", and no further information. We're currently using Jira, and I was thinking perhaps we can set up a Jira Service Desk? Then we could have an internal help desk where issues could be submitted, and require some important fields, and perhaps add a checklist. Have you had any experience with Service Desk? Do you think it would be a good idea to have a "normal" person have an account there as well to filter out the normal "Have you tried restarting your computer" stuff? Is it suited for non-developers?

Any other ideas?

Yeay, messy question, but I'm fucking desperate...

Comments
  • 3
    There are several free ticketing softwares that are build for use in support. So why not try one of them. It‘s surly simpler to work with tickets than mail.
  • 1
    As a seasonned ex-customer support technician, I can certify that a ticketing system is an absolute must.
    Be careful though, the ticket creation process have to be fast and simple.
    Emails suck. Bad.
  • 1
    We used Jira Service Desk. Really great.
  • 0
    @xalys Does it work well for non-developers? And how about collecting user issues, was it painless?
  • 1
    @ScriptCoded yes, and yes:)
Add Comment