Welcome to DMC's new IT Help Desk for North America
Over the weekend we will be upgrading the help desk software from SpiceWorks to FreshService.
Since most of us interact with the help desk through email, the most significant change you will see will be updated email notifications. These will be more informative and user friendly.
Please continue to open new tickets by sending email to IT@DMCGlobal.com and updates by replying to email notifications.
Upcoming features to be announced soon include:
· A web portal where you can see the status of open tickets
· A mobile app to enable help desk staff to work on tickets while they’re away from their desks
· Knowledgebase articles with solutions to common issues
· Automated escalation of tickets which aren’t resolved in a timely manner
· A service catalog for standard requests (e.g. Hardware or software purchases, new employee onboarding, etc.). Web forms will enable IT to collect all the required information up front to reduce the back and forth communication
As use and adoption of the new help desk system grows, our ability to identify trends, allocate resources and prioritize incidents will improve. The realization of these benefits requires a commitment from all of us to use the help desk system for reporting issues and avoid the temptation of contacting help desk staff directly.
For existing open tickets in Spiceworks, IT will reenter active tickets into FreshService. For inactive tickets that are still open, IT will close these tickets and ask you to resubmit them in FreshService if they are still needed.