Will you please help me customize this event for you?

[ben_greiner]

Great to see so many people registered for this event. So that I may deliver the best event possible, will you please let me know:

1. What is your ticketing system today?
2. How many people on your Support Desk team?

Thank you!

Ben

[adamcodega]

We use Freshservice and enjoy it alot, we have one full-time person and two flex agents.

Being able to use in-the-middle services like Zapier is helpful to bridge services with Freshservice.

Really excited about the scope of topics this year and excited to attend yours.

[ben_greiner]

Thanks for sharing, Adam!

For everyone who hasn't posted yet ... I'm trying to understand if the audience will be spread across several or only a few different ticketing systems — or maybe you don't (yet) use one at all. In the beginning, we simply used email. Also, curious to know the size of your team. Although we have ~6 full-time staff on our Support Desk and use Zendesk, the concepts I'll be talking about can be applied to any system.

[adamcodega]

One thing that's tricky with starting session discussions is you show up in the general JAMF Nation feed, so people may not realize the post is about a session.

Any discussion inventory? JSS acts as my inventory tracking since all I have are Macs, but I do have some A/V equipment I keep inventoried in my service desk.

[ImAMacGuy]

we are just rolling out Service Now and would love to know how to do some integration with that.

our level one support is pretty large - but they just take the initial calls - offshore.

Level 2 is scattered across the US, with the largest concentration in IL - but maybe 20 total across the US.

Level 3 is the buck stops here - is... me for the mac side.

about 1300 macs.

[jhalvorson]

Service Now (or is it ServiceNow). I can't confirm or deny that we use it. But that's what I would be interested in hearing about.

[aaronbwcollins]

Jira Serice Desk and 4 agents

[5kinner]

We're about 2 months into ServiceNow (Windows and Mac environment)

Large Level 1 support offshore, Level 2 support in each region, Level 3 mainly US based (but me for Mac in the UK)

Would love to hear anything around ServiceNow.

[lwindram]

1.) Web Help Desk, but only as a ticketing system.
2.) 3 "users" - defined as ticket assignees we support 4 helpdesks staffed with 7 full time employees

[exno]

1) we currently use Web Help Desk, but are in the process of moving to Jira Service Desk
2) 8 Student technicians and 1 Support Manager (me)

[Randydid]

We are on Cherwell 4.6E and have roughly 50-100 techs that access it.

/randy

[millersc]

1. Web Help Desk
2. 7 FTE Helpdesk, 5 FTE Analysts, 7 FTE SME

[Chris_Hafner]

Zendesk
1 FTE Helpdesk, 5 FTE Specialists and 1 FTE Director

[mostlikelee]

+1 ServiceNow

[ben_greiner]

NOTE: This post is about an upcoming JNUC Session.

Thanks to everyone who is participating in this discussion! It sounds like ServiceNow is a popular ticketing system in this group. Does anyone know it if has an API and have you tried using it?

Although we use Zendesk, the concepts I'll be talking about can be applied to any system.

I will not be talking about inventory. However, Extension Attributes are part of the presentation and we do use them to collect custom inventory information. This is also not a "how to" on scripting/development/programming. However, the presentation will address how you can use the concepts of scripting/development/programming to extend the JSS. Also, one of our developers will be with me to participate in the Q&A.

How many tickets does everyone typically process in a month? We've had 2,798 new tickets in the past 30 days.

[mostlikelee]

ServiceNow has a RESTful API. One case I think could be useful is to automate software distribution. ServiceNow handles the requests and approvals then calls the API to add the computer name into the static group scoped to a software policy.

[c_frazier]

We use Webhelpdesk.
7 staff plus 3 vendors that provide additional support and services.

[ben_greiner]

Thanks, @mostlikelee. Great to hear ServiceNow has an API. Regarding Software Distribution (and patching), that is something we have automated but it is not the focus of this talk. Let JAMF know you'd like to hear us talk about that next year. :)

I'll keep checking this discussion until the presentation on Thursday. Thanks everyone!

[nnewport]

We use IT Direct by SchoolDude.

2 Helpdesk, 8 Techs, 5 Software/Management/Database/Programming/Network guys

[mario]

1. Currently using JIRA
2. 12 people on our Support team in offices around the world (7 of them in our main office)

[stoneacheck]

1.) Zendesk
2.) 4 people in district tech office (2 support, 1 data guy, 1 manager) + 7 tech aides (1 at each physical building) who are in the process of being trained up to something like a Tier 1 so our two district guys can reduce travel some and improve response time.
3.) We've had 350 tickets in last 30 days, but that number fluctuates by season. We spike in August/September (usually around 600 per month), then coast until spring, almost nothing in summer, and then start the cycle again. We're K-8 edu, FWIW.

[jhalvorson]

ServiceNow
53,000 incidents avg for 30 days
Over 100 IT tech support.

[ChrisLeeSSD]

We have BMC RemedyForce with 2 Management (Tier4) 6 Admins (Tier3), 2 Facilitator/Purchasing (Tier2), 12 Tech (Tier 1).

[ben_greiner]

Thanks to everyone who posted and shared. See you all tomorrow at 9AM (or tonight at the JAMF Party). Remember to get plenty of sleep tonight so you are well rested and eager to participate in the presentation. :)