Will you please help me customize this event for you?

ben_greiner
New Contributor

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

23 REPLIES 23

adamcodega
Valued Contributor

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
New Contributor

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
Valued Contributor

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.

jwojda
Valued Contributor II

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
Valued Contributor

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
New Contributor III

Jira Serice Desk and 4 agents

5kinner
New Contributor III

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
Contributor

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
Contributor

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)

- I am @exno or @exnozero on almost everything that exists.

Randydid
Contributor II

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

/randy

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

Chris_Hafner
Valued Contributor II

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

mostlikelee
Contributor

+1 ServiceNow

ben_greiner
New Contributor

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
Contributor

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
New Contributor

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

ben_greiner
New Contributor

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
New Contributor III

We use IT Direct by SchoolDude.

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

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

stoneacheck
New Contributor III

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
Valued Contributor

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

ChrisLeeSSD
New Contributor II

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

ben_greiner
New Contributor

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. :)