Eval helpdesk software tool

department-of-veterans-affairs / va.gov-cms

Editor-centered management for Veteran-centered content.

https://prod.cms.va.gov

GNU General Public License v2.0

98 stars 69 forks source link

Closed daddison48 closed 4 years ago

daddison48 commented 4 years ago

Ero will help advise on helpdesk software tool evaluation. New tool should meet the following standards:

[x] scale to support enterprise level helpdesk
[x] input and track user support requests
[x] easily searchable interface for Tier 1 support
[x] automated communication generation to users for updates and status of helpdesk requests
[x] API that would support integration into CMS Drupal site
[x] Easy and intuitive reporting capabilities
[x] Ability to escalate helpdesk requests to Tier 2/3 engineering support (Zenhub / Github issues)

MaggieBrazeau commented 4 years ago

daddison48 commented 4 years ago

@MaggieBrazeau , need to schedule a meeting with Jeff, Clarence, David, Sandra, ero to go over data and make decision.

MaggieBrazeau commented 4 years ago

https://civicactions.zendesk.com/agent/get-started - ZD trial, will screenshare to demo for 10/7 meeting

Created admin and agent demo accounts and a couple macros to demonstrate possible "voice" for the helpdesk.

ZD videos here: https://www.zendesk.com/demo/ondemand/?variant=243b&demoStep=personal#3 (My reference only, accessing them requires signing up.)

MaggieBrazeau commented 4 years ago

Demo'd, decided on Jira Service Desk. Document ready for VA