IT Call Logging

[Andybtsn]

Guys, I manage a Service Desk ranging from 1st - 3rd line, we have bespoke software for logging calls, we're looking at overhauling this.

How do you guys log calls from customers? Excluding the severity of a case what drop down boxes do you have? At the moment our drop down lists are what is the nature of the issue, network, server, PC etc then just a message box to record fault details.

I'm wanting more drop downs tbh, just so more data is recorded for when its assigned to an engineer.

What do you have/think?

Cheers

 

[Andybtsn]

Thanks Casdawer, its not far off what we do now to be honest, I didn't know if we could make things more efficient, not sure how tbh!

Most end users don't have a clue unfortunately - we have tried this and users log it all as P1 the entire network is down.

We have to limit them to very specific requirements.

Sorry I didn't mean from a customer point of view, the actual Service Desk taking calls and logging cases.