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  • My Novella phone stop working! I'm e-mailing the Helpdesk
  • Some poor user has an issue! I will automatically e-mail them back letting them know
  • a) the message was received b) the initial priority and their ticket number c) when they can expect a response based on the priority d) It has automatically been assigned to the next Helpdesk person in the queue and who that person is e) How they can contact us by phone
  • Wow, this new ticketing system is amazing! Dashboards for IT use and one for end users. Notifications to keep my team on track and the users. Reports with real data, heck even a knowledge base, so end users can solve their own issues. Wow!
  • This is great! I know approximately when my issue will be addressed, who is working on it and how to call them for an update!
  • That was easy, I phone the answer in the knowledge and got that lady all fixed up.
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