Laserfiche WebLink
How are help tickets submitted? <br /> <br />Historically, help desk tickets could be initiated with three options: <br /> <br />1. Submitting a ticket through DIT's Support Center — IT HelpSpot Portal <br />2. Sending an email to helpdesk@hawaiicounty.gov <br />3. Contacting the help desk ticket phone line at (808) 961-2932 <br /> <br />While the phone line still exists, management stated it had been placed out of operation and is <br />not regularly monitored. Calls to the phone line are generally not assigned a ticket number unless <br />they are more extensive and require further review. This ultimately impacts the number of tickets <br />reported as received, closed, or outstanding. <br /> <br />HelpSpot is a comprehensive web -based solution designed to manage customer support needs. <br />It includes several features such as knowledge base, reporting, automation, organization and <br />response, customization, and branding. DIT's Help Desk has used HelpSpot since 2010, and <br />management has confirmed that they are currently using the latest version of the software <br />(version 5.3.0), which provides a wide range of capabilities. <br /> <br />How are hely tickets arioritized? <br /> <br />Help desk requests are prioritized as ordered below <br /> <br />1. Public Safety/First Responders <br />2. Department of Finance & Department of Vehicle Registration and Licensing <br />3. Network issues <br />4. Hardware issues and deployments <br />5. All other issues are processed in the order they are received <br /> <br />The help desk receives a constant influx of requests of varying complexity. While unable to <br />specifically categorize requests by type, the most common include: <br /> <br />• Password resets or lockouts <br />• Software updates <br />• System malfunctions <br />• Data recovery requests <br />• Equipment deployments <br /> <br />Help desk staff identified delays in ticket resolution, which may be caused by incomplete <br />information from end-users, reliance on third -party vendors, or its inability to provide a solution. <br />Tickets with no resolution generally remain outstanding for long periods of time, with no updates <br />being provided to the end user. There is currently no written, formal process to address these <br />tickets. <br /> <br />16 Introduction <br />