Unusual way of working... Is this possible?

FlyingPlatypus

Hi,

We're currently using Spiceworks as a helpdesk tool but we don't let our clients enter tickets themselves.

We log all calls ourselves, that way our receptionist can make better quality notes and better judge the stress level of the caller. We'd like to be able to create tickets on there behalf but using pre-populated forms with the callers company, name, site, office telephone number, mobile, email etc.

I appreciate that this means a lot of data entry for us initially but it will be worth it for the way we run our company.

Do any of you work in a similar way or know of another product that can do this?

Thanks,

Neil

ntozier

Hey Neil,

Once a ticket has been opened there is an AJAX window for basically autocomplete based on the email address of the person who you are opening the ticket for. While I doubt it would be completely trivial, you should be able to add a company name field to OST and modify the script to autopopulate on company name. Which would allow you to continue to work the way that you do now. This AJAX autocomplete feature is based off of tickets that have been opened in the past, so you would need to open a ticket for each company that you provide support for.

Neil

ps I'm amused that we have the same first name. :)