So my questions are:
- In your experience is auto-generation of tickets common (e.g. via email), and do you personally prefer that or not?
-JavaJones
That seems to be driven more by the size of the company than anything else. When the number of support people/clients go past a certain point ... The ticket system is required.
However it depends on the issue being reported. Our ISP had a ticketing system I just found out about a few months back. Previously I would call in issues, sit on hold, and then get someone (who had to be told the story again). Now I create a ticket online, play a few rounds of phone tag, and then get to explain the ticket's issue description to someone. ...So neither is really "faster" IMO.
- In your experience do help desk departments often provide direct access to ticket creation via form?
-JavaJones
The bigger the company, the more common abstraction becomes (the human touch/contact thing takes time). So anytime they can put something in front of you other than a body...Is a $aving$
- Do they allow access to viewing/interacting with the trouble ticket system and user's open tickets via web?
-JavaJones
^^Not to sound like a broken record^But...^^ We have the potential to use a externally accessible customer access ticketing system. As there is one included in the Kaseya network management system we use. I just prefer not to, as I feel the I get more/better info from direct interaction with the client.
We have over 4,000 clients, we do not have a phone tree. People call and talk to people ... It's one of the things (part of the service) we pride ourselves on.
- How do you feel about this level of access for individual users?
-JavaJones
After a certain point/size it is a necessary evil.