Queueing type system?

[glenimp617]

Unfortunately we have one of our supervisors off with a serious health issue. Whilst he's gone, I've put someone else in charge to look after the helpdesk.

I'd like to improve service, and address an issue which is annoying the team.

We use servicedesk+ as our ticketing system, but we also allow users to visit us for various issues. I need to find a way to improve this, as people are using it as a way to jump the queue.

I'm thinking something along the lines of the argos system where you get given a number, or users can book a time slot to visit us, rather than just knocking on the door.

any ideas?

 

[glenimp617]

I believe ServiceNow have this feature in their service desk product if - not cheap if you need a lot of seats though (you don't typically need seats for users raising issues - just for the people in support teams afaik)

ah thanks, I'll have a look

 

[glenimp617]

Thanks everyone,

Maybe I wasn't clear, but coming up with a way to address people just turning up is actually what I was trying to achieve

I think a calendar where people can book a face to face when required is probably good enough. The other calls are already logged in servicedesk.

Just need to get marketing to do a nice poster for the door now.

 

[glenimp617]

Looks like we're going to trial Microsoft Bookings. There will be no banging on the door