We
are looking for a Help desk/Issue database system which can be used to resolve
and also record the various types of Quality issues occurring at our
manufacturing plant. We make finished product from Scratch. During the Process
of manufacturing and flowing of parts from various departments to the main
assembly point many Quality issue occur, we want all the internal departments
to issue quality tickets to each other and resolve it at their level. We want
to make sure the Ticket is only closed by either the ticket issuer or ticket
coordinator. We as central quality also wants to overview the whole process by
having Maximum rights and make sure all the tickets are closed in timely basis.
We are a company of around 400 Employees but the ticket users shouldn't exceed
50 Employees. I hope I was able to give you enough understanding of our
requirements.
Please provide
your suggestions / advice / recommendations by means of COMMENTS
i already implement complete HELP DESK system with Asset my team it's really nice
ReplyDeleteHow do we do that..Please advice.
ReplyDeleteHello! You might be interested in a HelpDesk system from HarePoint company. It is completely based on SharePoint. The installation and deployment are very quick and in 10 minutes you have a ready HelpDesk in your SharePoint. It's very easy to customize since it uses SharePoint lists and workflows. It also has many other features like SLA rules, detailed reporting, requests subscription, e-mail based requests submission.
ReplyDeleteRead more here: http://www.harepoint.com/Products/HarePointHelpDesk
you might want to try Hoozin. You not only get your App, but your users can access it through a Social Platform. Try it here: http://www.hoozin.com/WebPages/try-it.aspx
ReplyDeleteOnce inside, go to a community (or create one) and start downloading Apps! The one you look for is called HelpDesk:) Cloud or on-premises...
Sharepoint is maybe not ideal for this purpose but is good enough.
ReplyDeleteEven basic functionality of list type called "Issues" gives you a lot.
As long as you don't need to automate workflow.
Then better use specialized Helpdesk or BPM application.
Przemyslaw is right you can't do it directly in sharepoint you need OOB system for it i used http://www.assistmyteam.net/ for sharepoint & outlook helpdesk system
ReplyDeleteIt's really nice in feature
Yes it most certainly is, it even has a built in helpdesk template to get you started! http://www.techsolutions.net/HelpDesk.aspx
ReplyDeleteIdeal platform no. By definition it can't be, as Sharepoint is a collaboration platform that you can build on top.
ReplyDeleteIf you want to host a helpdesk system in Sharepoint you can either buy a solution for it, build with custom development yourself or seriously limit the functionality of the helpdesk system and build it with OOTB functionality.
It all depends on the specific requirements you have and how 'forgiving' your users are.
Our experience with many aspects of SharePoint is that it can be used to address a massive range of business problems, but there comes a point when you may find the level of sophistication you need exceeds SharePoint's ability to do well. I.e. you outgrow it and need something more focused on the specific business need.
ReplyDeleteWe built a CRM in SharePoint and it served our business very well for about 3 years, until we become sufficiently successful to need (and be able to afford) to licence Dynamics CRM. The upside was that we avoided the expenditure on another platform for several years and, when we did switch, we had a much clearer idea of what we wanted so the CRM we bought was what we actually needed.
SharePoint can support relatively straightforward help desk scenarios. If your needs are moderately complex you may need to look at one of the modules mentioned above. If they are really complex you may need to buy a dedicated standalone application. It's a judgement call really.
Can you define "Help Desk" system? Are you wanting to correspond directly with clients through the tool; and are those internal or external clients? Are you wanting to use it as a Knowledgebase solution as well?
ReplyDeleteI've used in SharePoint in situations similar to a "Help Desk" for tracking external client support tickets, internal technical resource requests to help with technical questions before the client purchased, and as more of a KB Tool.
The last was very successful, sales people entered their questions, and alerts were sent out based on the type of question to the appropriate staff. With filtering, it was easy to look to see if the question has already been asked - and either use that answer or add to it. But, keep in mind, that system was used for less than 10 employees and the sales people were relatively technical.
SharePoint is not ideal platform for Help Desk system as this kind of the platform does not exist yet. ;-)
ReplyDeleteSharePoint can be suitable platform for Help Desk system depending on:
- number of users,
- defined process.
If you have Help Desk process very well defined, you can try to implement tool to support process in SharePoint. Issues list can be good starting point (with some user interface enhancements), or something more sophisticated.
There are also Help Desk system based on SharePoint. You can use Bing or Google search to find couple of this kind of applications.
What if you don't have Help Desk process (well) defined?
In this case, SharePoint could be almost ideal platform ;-)
0. Capture all requirements (dreams, brain storms and so on),
1. Select ones which can be implemented in short time in SharePoint - e.g. dedicated site + issues list + some workflows + reports, or select the best Help Desk solution you can easily deploy and adapt.
2. Develop (acquire) and deploy (include user adoption), this system should do 3 things very well and have very good user experience.
3. Collect feedback.
4. Verify requirements and grab new ones.
5. GOTO 1 (each iteration should be less than 3 months, in the case of smaller group of users it should be shorter.
This is a kind of short story which can be a little bit more complicated, but should work.
What you should not to do:
- Deploy before defining process and setting up user expectations (I know this is so obvious that nobody anymore pay attention to this, so take is seriously).
- Deploy very sophisticated system when your organization is not ready.
In my experience SharePoint is not an ideal one, but for a small organization it provides the basic needs. It can be an ideal platform for FAQ's and guides publication, also a place to put best practices and the ways to contact Help Desk.
ReplyDeleteI've created a help desk solution in SharePoint. Will this be internally based or for use outside the org.?. By that, I mean will users from other offices use the solution!
ReplyDeleteNo, not a permanent solution. Good in a pinch on a temporary basis, but you need to add some workflows with SPD to make it work. Better to use a dedicated tool.
ReplyDeleteyou wouldn't want it for a permanent solution. Depending on the complexity of the routing process, you will need a dedicated tool like SPD for workflows or visual studio for event handlers and other custom code. CRM's are better, but if not in your budget, than SP can be used successfully. Do you have a number of users that will be using this help desk? I ask because of licensing if you are using InfoPath forms for the entry of tickets.
ReplyDeleteThank you all for your comments, I am finding the insight very useful!
ReplyDeleteSorry but i feel the need to say something again, SharePoint is not for ticketing systems, indeed it is a great product but in Ticketing Systems you need a speed based platform, with clear arguments and escalations procedures ( See ServiceNow). I really don't think that a company should invest in a ticketing system on a SharePoint platform. Also mind the fact that in one ticketing system the collaboration level is very important ( as in vendor process requests etc ) and to make SharePoint do that you need a huge level of experience, financial resources and dedicated people. It's like building something in SharePoint but something that SharePoint is not designed to do.
ReplyDeleteSharePoint is very versatile using web parts, apps, lists, views to build anything you like, yes even something as simple as a helpdesk logging system. If the Business already uses SharePoint as their Intranet/HR System with all the users already in profiles and all linked together with outlook and other office systems then why reinvent the wheel again and again and again, I have seen it in so many places, different systems for different projects with different contact details for employees never merged or synched, nobody knew Joe Blogs left a year ago (except those using the HR system)
ReplyDeleteBut yes as Matt says, only if you already have SharePoint or are planning to use SharePoint for everything.
There are a few solution company creating help desk ticket for IT help desk in SharePoint. However, SharePoint Developers can do the same thing. I created SharePoint workflow for SharePoint IT help desk site for our company and globally. I will record it and publish it on youtube soon.
ReplyDeleteMy view is that SharePoint is a dreadful platform for help desk tickets, but that something built ON TOP of SharePoint could be a lovely platform for a help desk. Lots of organizations are using applications built with a SharePoint back end. Just don't kid yourself about the work involved.
ReplyDeleteShare Point is a great platform if you don't have the resources to implement or facilitate an automated process of tracking such issues. to say the very least any attempt to log tickets using Share Point take note that it requires constant watch and you will be very hands on. at the best once have established the criterion to capture you tickets you can set alerts to notify specified users as to when an issues has changed very limited in scope. Mantis/Remedy maybe better options for helpdesk tickets
ReplyDeleteNotice, before you commit to SharePoint for this, that software designed for enterprise help desk automation is now a free download.
ReplyDeletehttp://dorfmanwords.com/2014/03/14/upheaval-in-the-service-desk-space/