We’re starting to make use of Service Desk for some of our projects and I’m wanting to set it up in smart way with a good process. Here is what I’m doing and I’d love to hear some feedback if anyone has better ideas.
- Non-Profit organization with 30+ projects.
- 1 paid plan for a group (with limited seats for developers and key staff)
- 1 free group with multiple sub-groups and projects (to accommodate 30+ non-technical staff who are primarily submitting feature requests and bug reports a few times a year)
- Many projects have web contact forms that relay to a staff email address
- Need ticket management for support requests from the public.
- New Group called:
- Each project has a project in this
Support > Project 1 Support,
Support > Project 2 Supportetc.
- Each of these projects is a repository for a Hugo based documentation page for that project
- Each of these projects has Service Desk turned on.
- Staff assigned to each project are added as members to the appropriate projects here.
- Staff triage support requests, and assign to appropriate developers as necessary.
- If it is a significant issue/feature request then it is moved to the appropriate project repository and out of Support.
- Contact forms on web applications will send mail to the appropriate Service Desk
- Spam controls are set up on the web contact forms to limit the amount that is passed through
- GitLab says that Askimet can be used, but it seems that it can’t in gitlab.com (only instances). Would love to hear otherwise.
- Branding & templates: are the templates and branding right so that users aren’t confused
- Process: Is the workflow for anonymous users, staff and developers in ongoing conversations clear and match expected skill levels.