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The software I am using classifies issues using types and subtypes.So for example, I have:<br />
<br />
Who classifies the issue? <br />
(a) the user when opening the ticket<br />
(b) the helpdesk personnel when assigning the ticket<br />
(c) a mixture of a and b<br />
(d) other<br />
<br />
There really is no one size fits all <br />
This site is a help desk system of sorts that classifies tickets (questions)
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The software I am using classifies issues using types and subtypes.So for example, I have:

Who classifies the issue?
(a) the user when opening the ticket
(b) the helpdesk personnel when assigning the ticket
(c) a mixture of a and b
(d) other

There really is no one size fits all
This site is a help desk system of sorts that classifies tickets (questions)

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It's definitely going to be IT staff or a scripted procedure based on text analysis...so B. Users will be sending via e-mail.
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It's definitely going to be IT staff or a scripted procedure based on text analysis...so B. Users will be sending via e-mail.

Infrastructure Manager

Paul Primeau

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Good Morning!<br><br>The company I work for has <strong><u><em>finally&nbsp;</em></u></strong>decided to invest in a professional service desk system after years of me touting it's value. &nbsp;I have taken ownership of this project and wanted to hear from peers in other companies as to how they use their systems.<br><br>The software I am using classifies issues using types and subtypes.So for example, I have:<br><br>Issue Type: Email System<br><br>Issue Subtypes:<br>Outlook Client<br>Proofpoint On Demand<br>Proofpoint Archiving<br><br>Am I spot on in how I am building this? &nbsp;Anyone have any recommendations or pitfalls to avoid? &nbsp;I would like to start this out right rather than have to redo this in a few months.<br><br>Thanks in advance for any replies!&nbsp; Stay safe!<br><br>
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Good Morning!
The company I work for has
finally 
decided to invest in a professional service desk system after years of me touting it's value.  I have taken ownership of this project and wanted to hear from peers in other companies as to how they use their systems.
The software I am using classifies issues using types and subtypes.So for example, I have:
Issue Type: Email System
Issue Subtypes:
Outlook Client
Proofpoint On Demand
Proofpoint Archiving
Am I spot on in how I am building this?  Anyone have any recommendations or pitfalls to avoid?  I would like to start this out right rather than have to redo this in a few months.
Thanks in advance for any replies!  Stay safe!

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