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User Story

Current Functionality

JIRA

ZenDesk

HelpDesk Pilot

Kayako

As a Technology Support Coordinator, I would like to be able to track issues so I can follow up with users in a timely fashion.

Email: Issues are tracked in internal email. 
Wufoo: Ticket is replied to via email. Kevin logs in and manually adds information as comment to ticket. 
Confluence Comments: Issues are tracked in Confluence. Comments are rolled into page (if necessary)
Telephone: Issues are typically tracked by user and information is dispensed as necessary. 
Perceptis Help Desk (24/7 Support): Issues are tracked within BMC Remedy system. 
Chat/IM/Skype: Issues are typically not tracked and are usually passed on verbally to other team members. 

Satisfied:

  1. Log into Jira
  2.  When viewing dashboard, click on the 'issues' tab. 
  3. Select issue that you wish to watch 
  4. Click on 'Watch' 
  5. You will now receive updates on ticket.

Satisfied: 

  1. Log in to Help Desk 
  2. Under the Views Tab, you have multiple choices for Viewing/Tracking issues.

Satisfied:

  1. Log into Help Desk
  2. Click 'All' tab 
  3. All tickets in queues are shown

Satisfied:

  1. Log in
  2. Select your queue 
  3. View your tickets

As a Technology Support Coordinator, I would like to have a ticketing system where I can assign tickets to individuals so issues are sent to most knowledgeable individual (SME).

Email: An email can be sent to SME which acts as assignment.  
Wufoo: No way to assign to SME
Confluence Comments: SME picks up (depending on page comment took place on)
Telephone: Verbally assigned to user (or via email)
Perceptis Help Desk (24/7 Support): Assigned via Group (UMassObline Overall) and User
Chat/IM/Skype: Not assignable unless direct IM is initiated

Satisfied: 

  1. Log into JIRA using Admin account 
  2. Select issue you would like to assign (you can find issue by searching, and saving your search as a filter. Since I am admin, I saved a generic filter that will show all issues for all projects). 
  3. Once you are in ticket, click on 'Assign'
  4. You can then assign the ticket to a JIRA user and add a comment that will be posted to ticket.

Satisfied: 

  1. Log in to Help Desk 
  2. Check your queue to see if you have any assigned tickets
  3. If you do not, then you can look at other tickets and change the assignee. 
  4. HD Admins can designate who ticket is assigned to.

Satisfied: 

  1. Log into Help Desk
  2. Click on 'All' 
  3. Click on 'Assign to' located on every ticket to assign to SME

Satisfied:

  1. Log in
  2. Select your ticket 
  3. Click on the owner 
  4. Select from drop down 
    1. if email is configured, the HD agent will be notified of assignment and see it in their queue

As a Technology Support Coordinator, I want to be able to view and update all tickets from a single dashboard, so my time can be used effectively.

Email: No dashboard for other peoples inbox 
Wufoo: Offers single page view of all tickets
Confluence Comments: Must go to each page to comment on issue
Telephone: No dashboard available 
Perceptis Help Desk (24/7 Support): Dashboard is available via Remedy search 
Chat/IM/Skype: No dashboard available

Satisfied:

  1. Log in to JIRA as admin 
  2. You will need to create a filter so all HD requests are seen. to do so, under the Issues tab, select search 
  3. Leave search criteria blank and select your filter to show all tickets. 
  4. Press Save, then run your filter
  5. you are now able to see all tickets from the dashboard of that project, or on the main dashboard, under the Filters menu, select "all tickets" under favorite filters.

Satisfied:

  1. Log in to HD
  2. All tickets are viewable from single dashboard

Satisfied:

  1. Log in to HD
  2. All tickets are viewable under the 'All' tab

Satisfied:

All tickets are viewable from the dashboard. You can log in here: http://umassonline.kayako.com/staff

As a Technology Support Coordinator, I would like to be able create tickets via email (and also have users create tickets via email) in order to provide the users with a simple experience

Email: Issues are tracked in internal email. 
Wufoo: Ticket is replied to via email. Kevin logs in and manually adds information as comment to ticket. 
Confluence Comments: Issues are tracked in Confluence. Comments are rolled into page (if necessary)
Telephone: Issues are typically tracked by user and information is dispensed as necessary. 
Perceptis Help Desk (24/7 Support): Issues are tracked within BMC Remedy system. 
Chat/IM/Skype: Issues are typically not tracked and are usually passed on verbally to other team members.

Satisfied:

While we do not have POP/IMAP configured, this scenario can easily be accomplished
I set this up and tested using a GMail account.

Satisfied:

  1. Send email to support@umassonline.zendesk.com
    Host mapping is also available, so we can respond from support@umassonline.net, and use that as the primary email address tickets are sent to.

Satisfied:

  1. An email can be sent to  helpdesk+umassonline@helpdeskpilot.net
  2. We do not have POP/IMAP set up at this time to fully test.

Satisfied: 

However, we would need to have our email servers set up to access the Kayako servers. I am not sure if UITS would allow this (needs to be configured via POP or IMAP).

As a Technology Support Coordinator, I would like to be able to respond to tickets via a single email address, and have users be able to do the same.

Email: While email may be directed to one user, the "email ticket" may be bounced around from person to person and multiple people may be included. 
Wufoo: Ticket is filled out via a Web Form. Ticket response is in email which may not include all necessary parties. 
Confluence Comments: Comments are updated in Confluence, and emails are sent out (if watching page). these can easily get lost in email app. and/or Confluence. 
Telephone: No email in telephone call (post phone call there may be emails re: telephone call. 
Perceptis Help Desk (24/7 Support): Emails sent to support address are turned into tickets. User receives direct response from agent assigned. Agent posts information in ticket, or agent responds from guise of BMC Remedy System.
Chat/IM/Skype: No email. 

Satisfied:

When JIRA is first configured, the email address that you would like to use must be configured. For this example, we are using the email address of 'noreply@umassonline.onjira.com

Satisfied:

Host mapping is available, so we can respond from support@umassonline.net, and use that as the primary email address tickets are sent to.

Satisfied:

Email can be sent from address that you set POP/IMAP account information from. Unable to test at this time.

Satisfied:

You can route emails to different support addresses or respond from just 1.

As a Technology Support Coordinator, I would like to be able to have the users email be sent to the help desk ticketing system as a comment to the ticket, so they do not have to log into a system to comment on the issue.

Email: Email chain is basically "comments". However, these are not tracked anywhere besides users emails. 
Wufoo: Not Satisfied. Comments must be manually added. 
Confluence Comments: Commenting on a page/issue adds that information to the thread. 
Telephone: No comments. 
Perceptis Help Desk (24/7 Support): No way to respond directly to ticket unless you log into Remedy directly and enter that information into work log. Otherwise, agents must add that information manually. 
Chat/IM/Skype: No comments. 

Satisfied

Satisfied: 

User can respond to email ticket update, which will add to the ticket as a comment.

Unable to test:

While this may be possible, we are not able to test due to the fact that we do not have an email associated with this trial account.

Unable to test:

We do not have POP/IMAP set up so I cannot test email features of the help desk.

As a Technology Support Coordinator, I would like to be able to update tickets so the user who submitted the ticket sees the update and can comment if any changes have occurred on their end.

Email: Comments/updates are sent via email, which may or may not include all necessary parties. 
Wufoo: When issue is commented on, user does not receive notification. 
Confluence Comments: User either Watches the page so they receive email when comment is made, or they see the comment thread through the dashboard. 
Telephone: Update must be made by telephone call. 
Perceptis Help Desk (24/7 Support): User is not notified when ticket has been commented on. User is notified of status changes only. 
Chat/IM/Skype: No updates. 

Satisfied:

Admins can determine viewing restrictions on tickets based on sensitivity in ticket. Issues can then be voted on and commented on by logged in users.

Satisfied:

  1. When the HD Admin comments on the ticket, they can check a box allowing "Requester can see this comment (public comment)"

Satisfied (but unable to test due to email not set up):

Agent can update ticket and have email sent out to user who submitted ticket, keeping them in the loop.

Satisfied (but unable to test due to email not set up): 

Agent can update ticket and send out via email. User has option to set notification preferences.

As a Technology Support Coordinator, I would like to be able to set Call/Email types and fully customize the interface that the Administrator sees for ease of use.

Email:  Priority can be set, but not able to set "type" of email (type = What system does the issue have to deal with?)
Wufoo:  In drop down menu user is asked what system their issue is with. 
Confluence Comments:  No way to set type, unless you'd use the page location as the "type" of service request
Telephone:  No way to set type
Perceptis Help Desk (24/7 Support):  Type is configured in drop down menu. 
Chat/IM/Skype: No way to set type

Satisfied:

  1. Log in as administrator 
  2. Select Administration 
  3. Scroll down to Issue Fields and select Custom Fields 
  4. You can then customize your fileds from there to determine what you want to see when a user submits a ticket.

Satisfied:

  1. Log into HD
  2. Under 'Manage' tab select Ticket Fields
  3. Customize fields from there

Satisfied: 

Admins can set custom fields so the interface can be fully customized.

Satisfied: 

Admin can set up call types for different organizations (groups) within support team.

As a Technology Support Coordinator, I want to have the ability to modify users to elevate and assign privliges based on user role.

Email:  Not Satisfied. 
Wufoo:  Not Satisfied. 
Confluence Comments:  User can be granted edit privileges on certain pages. Permissioning can be a hassle. 
Telephone:  Not Satisfied
Perceptis Help Desk (24/7 Support):  Not Satisfied (UMOL not admin)
Chat/IM/Skype: Not Satisfied

Satisfied: 

Once a user has logged in, the Admin can change their levels of visibility by:

  1. Select Administration 
  2. Select User Browser 
  3. Edit the user who you would like to add to Group or project role.

Satisfied:

  1.  Log into HD as Admin # Under 'Manage' tab, select 'People'
  2. You can then modify users so you can assign them tickets

Satisfied: 

  1.  Log into HD as admin  # Under 'Manage' select 'customers' 
  2. You can edit the customer from there, including setting default values for the customers fields upon entry into the system

Satisfied:

Admin can create account for user and change privileges

As a Technology Support Coordinator, I would like to have the ability to designate each campus their own queue so no issues cross on the front end.

Email:  Emails are sent to blanket addresses. 
Wufoo:  User can select campus via drop down
Confluence Comments:  Dependent on where in CF the page/issue exists
Telephone:  Not Satisfied 
Perceptis Help Desk (24/7 Support):  Each campus (including UMOL) has their own queue
Chat/IM/Skype: Not Satisfied

Satisfied: 

By creating a custom field, you can select the campus that a user is from.

Satisfied:

A user will select the institution that they are working at/attending/etc. This information will be "tagged" and grouped together based on that tag, which is essentially setting up a queue for the group. Or different groups can be set up and organized that way.

Satisfied: 

Admin can set up departments and tickets to that department can have SME's associated with it so it goes into that departments queue.

Satisfied: 

Organizations can be set. each can have their own email queue.

As a Technology Support Coordinator, I would also like to have the ability to move issues from one queue to another in case a ticket is assigned to the wrong queue.

Email:  Not Satisfied 
Wufoo:  Not Satisfied after form has been submitted
Confluence Comments:  Comment can be moved/page can be moved 
Telephone:  Not Satisfied 
Perceptis Help Desk (24/7 Support):  Ticket can be reassigned to other group
Chat/IM/Skype: Not Satisfied 

Satisfied:

  1. Select the issue you are working on 
  2. Under the More Actions tab, select 'Move' 
  3. You can then move the issue to another project or issue type.

Satisfied:

You can change the tag or institution that the ticket is associated with, along with any other information.

Satisfied: 

You can change any of ticket information after it has been submitted.

Satisfied: 

The organization (group) can be changed as needed.

As a Technology Support Coordinator, I would like to set up a custom response set up for each group or queue, so when a user submits a ticket they are responded to effectively.

Email:  Satisfied through Out of Office - but not customizable per campus
Wufoo:  Not Satisfied
Confluence Comments:  Satisfied, a user can write anything in comments or on a page
Telephone:  Not Satisfied 
Perceptis Help Desk (24/7 Support):  Users receive auto-response upon ticket submit 
Chat/IM/Skype: Not Satisfied 

Satisfied:

Custom notifications can be set for each Group. When a user submits a ticket, they receive a copy of that ticket in their email.

Satisfied:
Use triggers when you need an action performed when certain changes are applied to a ticket - e.g. send a notification mail to ticket requester, when ticket assignee updates the ticket.
The order of your triggers matter - triggers can act on changes made by previous triggers.
Triggers can be de-activated. Inactive triggers are dormant and never fire.

Satisfied: 

Admin can set up canned responses, or turn responses into canned responses, which can then be accessed like a template would be.

Unable to test (email is not set up).

As a Technology Support Coordinator, I would like to be able to archive resolved tickets, but still have the ability to access and reopen when needed.

Email:  Email can be archived 
Wufoo:  All web forms are saved online at Wufoo data center 
Confluence Comments:  Comments are rolled up into page (depending on issue)
Telephone:  Not Satisfied 
Perceptis Help Desk (24/7 Support):  Tickets are not really archived, but remain available for reporting purposes 
Chat/IM/Skype: Not Satisfied 

Satisfied:

All issues are saved on the server and closed out when necessary. They can be reopened or reactivated by the Admin.

Satisfied: 

  1.  Log in as HD Admin  # Select 'Views'
  2. You will see a list of ways to view tickets, including old tickets, resolved tickets, etc.

Satisfied: 

Tickets are always saved and viewable from the dashboard.

Satisfied:

Tickets are kept online and can be viewed and changed at any time.

As a Technology Support Coordinator, I would like to be able to integrate issues into our current knowledgebase so the user can follow a link to the KB with their issue cloned, therefore they are able to follow the issue from beginning to end. 

Email:  Not Satisfied (emails from others inboxes are not accessible by all users)
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied 

Satisfied:

We can link an issue in our CF KB to a page in the ZenDesk forum. We can also put ticket details in there as well.

Not satisfied: 

Users must log in to access certain information. This would be a more manual process than anything.

Satisfied: 

There is a KB associated with this tool, and articles could be linked from our KB to this.

As a Technology Support Coordinator, I would like to be able to send tickets/issues we receive to our 24/7 Help Desk so they can follow along and alert users if we are experiencing an outage. 

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied: 

Issues can be emailed to vendors, or if Confluence is integrated, then a page in Confluence can be emailed. Admin can also add vendor as JIRA user and assign them the ticket.

Satisfied:

Tickets routed to the UMOL ZenDesk can easily be forwarded to any of the support email addresses. They can respond to the ticket and it will be added to the ticket as a comment.

Satisfied:

Tickets routed to the HD Pilot can be forwarded to Perceptis.

Satisfied: 

You can designate the email address where you wish to send ticket responses and tickets to. We cannot test this, however, since email is not set up.

As a Technology Support Coordinator, I would like to be able to link issues/tickets to the bugs they represent.

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied


Satisfied:

The ticket can be linked to a forum post within ZenDesk, or a post with a link to a page in CF.

Not Satisfied: 

Users must be logged in to view certain ticket items. This means that there would be a much more manual process linking between CF and the ticketing system.

Not Satisfied: 

While you can edit the ticket details and put information in the response linking it to some bug or KB page, you cannot directly link the ticket with a page in the KB.

As a Technology Support Coordinator, I would like to be able to allow users to follow issues so they can keep track of problems/potential problems

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied: 

Users can follow issues so long as they are public (viewable by anyone) or if they are private admin can determine who is seeing issues and on what level.

Satisfied:

Users will be able to follow their tickets by viewing the ticket. For larger issues, the ticket information can be added as a forum post or added to the technical support KB if needed.

Satisfied: 

Users can log in and check on issues at any time. Updates can be sent to the user when the ticket has changed.

Satisfied: 

Users/agents can watch tickets so they know the ticket status.

As a Technology Support Coordinator, I would like to be able to have users comment on issues/bugs to engage the community and develop a sense of partnership around resolving bugs. 

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied: 

Since issues can be public, users can comment on issues, vote on them and start a dialogue helping each other out.

Satisfied: 

Users can contribute information as forum posts, or have their ticket be viewable by the public. The ticket can also be automatically updated by agent and added as a forum post so everyone can see and contribute.

Not Satisfied: 

No forum to comment on. KB is managed by admins.

Not Satisfied: 

User must be an admin to make KB articles. No forum for users to post information to.

As a Technology Support Coordinator, I would like to be able to engage the vendor to comment on issues/tickets/bugs so I can pass that information off to the end user who reported the problem

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied: 

Admin can add vendor as user, or, can email ticket to vendor, or email credentials to vendor so they can comment on issue.

Satisfied:

Tickets (since they exist in email as well) can easily be forwarded to vendor, or vendor could be added as viewer of ticket. Additionally, they could comment on the forum post (if ticket is turned into forum post when closed).

Satisfied: 

Tickets can be forwarded to vendor.

Satisfied:

Ticket information can be sent to the vendor (forwarded from our HD, so responses end up back in ticketing system).

As a Technology Support Coordinator, I would like to be able to cross reference issues/tickets/bugs so I can point the end user to issues/tickets/bugs/kb articles that have already been created. 

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied:

If JIRA is connected to Confluence, we can associate all issues to KB articles.

Satisfied: 

Tickets can be posted as a forum post, which can be tagged with a certain VST or bug number.

Somewhat Satisfied: 

Users would need to be logged in to view ticket. Therefore, ticket information would need to be copied/pasted into KB (CF).

Satisfied:

Tickets can be manually entered into KB and viewed from there.

As a Technology Support Coordinator, I would like to be able to designate workflows to different issues so I can set the expectation to the customer as to when the issue is expected to be resolved. 

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied 


Satisfied:

Customer can see all work performed by agent so they can follow along as ticket is updated. 

Somewhat Satisfied: 

SLAs can be put in place that remind the agent that they need to perform an action.

Satisfied: 

Workflows can be added so a ticket follows a path.

As a Technology Support Coordinator, I would like to be able to provide the customer with a set list of ticket/issue priorities so that we can react within the service level agreement. 

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied: 

When the user submits a ticket, the priority is set by the person who submits the ticket. It can be changed at any time.

Satisfied:

SLA's can be set so they must be used when responding to tickets

Satisfied: 

Custom fields can be set so the expectation is set as to the time that the HD will respond.

Satisfied: 

SLA's can be set and agent is notifie to make sure we stay within SLA.

As a Technology Support Coordinator, I would like to be able to pull reports from the system based on any criteria I select so I can look for trends and issues and share that information with the community. 

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied


Satisfied:

Full reporting suite is available - http://umassonline.zendesk.com/reports

Satisfied:

Full reporting suite is available under the 'Statistics' tab.

Satisfied:

Reports are created manually.

As a Technology Support Coordinator, I would like to be able to be notified when I have to respond to a ticket so I can stay within the SLA (based on ticket priority).

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied



Satisfied:

You have full control over the SLAs and the system will inform you of when you are falling outside of SLA.

Satisfied: 

Agents are sent an email when they need to make sure that they are falling within the SLA.

Satisfied: 

Tickets can be added to SLA so agents must stay within SLA guidelines

As a Technology Support Coordinator, I would like to have a system that uses a Web based client so I can point users to the site to create tickets if email is not available. 

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied: 

Users and agents can log into JIRA @ http://umassonline.onjira.com

Satisfied:

Tickets are updated via web interface

Satisfied: 

Tickets can be updated via web interface.

Satisfied: 

While not the easiest thing to navigate (3 separate logins) there is a web based client (and a desktop client for Windows only).

As a Technology Support Coordinator, I would like to have the Help Desk Ticketing system hosted offsite with 99.9% uptime so the web client is always available, even when UMassp.edu is not.

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied: 

JIRA would be hosted by Contegix, the same stellar host that supports our Confluence installation.

Satisfied: 

ZenDesk is hosted in the cloud so it is almost always available.

Satisfied: 

ZenDesk is hosted in the cloud so it is almost always available.

Satisfied:

Kayako is in the cloud so it is almost always available

As a Technology Support Coordinator, I would like the system to be cost effective so we can remain on budget (so the costs would not hinder usage). 

Email: 
Wufoo: 
Confluence Comments: 
Telephone: 
Perceptis Help Desk (24/7 Support): 
Chat/IM/Skype:

Satisfied

Satisfied:

Simple plans start @ $9/month.

Satisfied: 

Plans start (one time fee) @ $399 and go up to 1799.

Satisfied: 

Plans start @ 59.99/month per agent.

As a Technology Support Coordinator, I want to be able to send tickets to other systems and people under the guise of a single email address, or campus, queue specific email address. 

Email:  
Wufoo:  
Confluence Comments:  
Telephone:  
Perceptis Help Desk (24/7 Support):  
Chat/IM/Skype:

Satisfied:

Ticket updates are sent out via a noreply email address, thus eliminating confusion. Other accounts can also be set up.

Satisfied: 

UMOL can use support@umassonline.net as the email address for all communications.

Satisfied: 

Emails can be sent to other systems using a single email address.

Satisfied: 

Ticket queue can be setup to use 1 (or as many as you want) email accounts.

As a Technology Support Coordinator, I want to view, edit, merge UMOL, UITS and Perceptis initiated tickets, so I can follow issues that require support from multiple providers as they move through organizations.

Email:   
Wufoo:   
Confluence Comments:   
Telephone:   
Perceptis Help Desk (24/7 Support):   
Chat/IM/Skype:

Somewhat Satisfied:

Ticket information can be copied into a JIRA ticket and worked on internally to UMOL then copied and forwarded to the vendor. While not the best way to organize, it can be done.

Somewhat Satisfied:

Ticket information can be copied into a ZenDesk ticket and worked on internally to UMOL then copied and forwarded to the vendor. While not the best way to organize, it can be done.

Somewhat Satisfied:

Ticket information can be copied into a HD Pilot ticket and worked on internally to UMOL then copied and forwarded to the vendor. While not the best way to organize, it can be done.

Somewhat Satisfied:

Ticket information can be copied into a Kayako ticket and worked on internally to UMOL then copied and forwarded to the vendor. While not the best way to organize, it can be done.

As a Technology Support Coordinator, I want to be able to assign myself tickets/issues tasks so I can keep track of what I am doing.

Email:    
Wufoo:    
Confluence Comments:    
Telephone:    
Perceptis Help Desk (24/7 Support):    
Chat/IM/Skype:

Satisfied: 

A member of the UMOL Tech Team can assign themselves tickets, tasks, issues, etc.

Satisfied:

A member of the UMOL Tech Team can assign themselves tickets, tasks, issues, etc

Satisfied:

A member of the UMOL Tech Team can assign themselves tickets, tasks, issues, etc

Satisfied: 

A member of the UMOL Tech Team can assign themselves tickets, tasks, issues, etc

As a Technology Support Coordinator, I want to be able to engage in a chat with a user and have that information automatically added to the ticket that the user was referring to (or create a new ticket. 

 

Not Satisfied:

JIRA does not have a live chat feature

Satisfied:

ZenDesk has a chat feature that does exactly what the user story states.

Unable to test:

trial has ended before this user story was created.

Satisfied (Somewhat):

Depending on the items purchased, Kayako Engage does allow for Chat: http://www.kayako.com/products/live-chat-software/

Integration Support Specialist

User Story

JIRA

ZenDesk

HelpDesk Pilot

Kayako

As an integration support specialist, I would like to users to create tickets in multiple ways (email, online form, etc.) to provide and support the work environments and behaviors of all users both internally and externally.

Satisfied: Users can create tickets either via email or web.

Satisfied: 

Users can create tickets either via email, chat or web form or Twitter.

Satisfied: 

Users can create tickets via email or web form.

Satisfied: 

Users can create tickets either via email or web form.

As an integration support specialist, I would like to be able to use multiple email address to manage incoming tickets from various sources into specific work flow queues.

Satisfied: 

Mail servers can be set up so you can respond from different email addresses.

Satisfied:

[https://support.zendesk.com/entries/3488-multiple-email-addresses-support
]

Satisfied: 

Multiple email boxes can be set up so the support address is specific to the need of the user.

Satisfied:

Different email addresses for different queues are Satisfied.

As an integration support specialist, I would like to have multiple notifications available such as email, rss feeds and announcements for user work-flows to get updates on submitted support requests.

Satisfied: 

Updates can be sent via email, added to the Dashboard or posted as an announcement. There are also capabilities to link Confluence to JIRA so issues can be tied to other CF page updates.

Satisfied:

An agent can set up RSS, Twitter or email feeds for each ticket.

Somewhat Satisfied: 

Agents and users receive updates via email.

Satisfied: 
Users can subscribe to the main page, and determine how they would like to receive ticket updates. RSS and email are available.

As an integration support specialist, I would like a mobile app/interface to manage tickets when away from my desktop.

Satisfied



Satisfied: 

An App is available for Droid and iPhone users. Its pretty slick.

Satisfied:

Tickets are responded to via email. Therefore, if an agent has email on their phone, they should be able to respond to a ticket.

Satisfied (but outrageous):

Kayako does not make an app, but one is available (to iPhone users only) for $20.99. No Droid or BB support.

As an integration support specialist, I would like to convert ticket archives into KB articles as needed.

Satisfied: 

Tickets can be linked to pages within Confluence.

Satisfied:

Tickets can be saved as forum posts, or linked from CF KB to forum pages in ZenDesk

Not Satisfied: 

But you can copy and paste. Alot.

Not Satisfied:

But you can copy and paste. Alot.

As an integration support specialist, I would like to grant users access based on predetermined roles.

Satisfied: 

Users can get elevated privileges by an admin for a certain project or issue.

Satisfied: 

Agent (Admins) can grant access to any registered user.

Satisfied: 

Agents can grant elevated access to Customers

Satisfied: 

However, the license may have to change due to amount of active agents that we have.

As an integration support specialist, I would like to assign roles based on skill sets and areas of expertise.

Satisfied: 

Users can be added to groups with certain roles an responsibilities.

Satisfied: 

Tickets will be assigned via the web interface to the SME based on certain criteria.

Satisfied: 

This can be done multiple ways: via departments, email address specifications, or changing agents profiles.

Sort of Satisfied: 

You can select workflows that determine the SME to take over your ticket.

Technology Support Manager

User Story

JIRA

ZenDesk

HelpDesk Pilot

Kayako

As a technology support manager, I would like the ability to see all SME queues from a single location so I can redistribute work during spikes/absences.

Satisfied: 

All tickets can be viewable from the dashboard if your filters are set correctly.

Satisfied: 

All tickets can be viewed from dashboard and assigning to an agent is as simple as choosing their name from the drop down menu.

Satisfied: 

All ticket information is available via the dashboard that the agents see once they are logged in. Items can be hidden or moved.

Satisfied:

All tickets can be viewed from the dashboard. You can then click on a ticket to assign it to an agent.

As a technology support manager, I would like a survey sent to each end user upon closure of a ticket to evaluate satisfaction rates, first response resolution rates and the overall performance of SME's on a per case basis.

Somewhat Satisfied: 

A survey could be sent out after the fact (manually?). We can accomplish this using something like this.
We could also manipulate the customized email that is sent out when the issue has
been closed to include a link to a survey: 
http://confluence.atlassian.com/display/JIRA/Customising+Email+Content

Satisfied:

1. Log into HD 
2. Under Manage tab, select triggers
3. Create trigger for when status = Solved
4. Input link to Wufoo form in email that is sent out. 
5. A survey will now be sent out when a ticket has been resolved.

Not Satisfied: 

No survey tool integration available at this time.

Satisfied:

Kayako integrates a "star" rating system. There are some limitations, however.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Help Desk User

User Story

JIRA

ZenDesk

HelpDesk Pilot

Kayako

As a Help Desk Ticketing System User, I would like for fields in the entry form to pre-populate my information (or remember my information) when I submit a ticket.

Satisfied: 

When a user logs in, they can fill out their profile so they only have to do it once.

Satisfied: 

If user registers, then their information can and will be saved.

Satisfied: 

  1. Log into HD as admin 
  2. Under 'Manage' select 'customers' 
  3. You can edit the customer from there, including setting default values for the customers fields upon entry into the system

Satisfied:

The web form should remember previous selections.

As a Help Desk Ticketing System User, I would like to be able to set defaults for groups that use one style computing platform/operating system/browser, etc.

Satisfied: 

A users profile can be set to list the primary platforms that they use.

Not Satisfied: 

The specifics would still need to be added when the user submits the request via the drop down menus OR is the user signs in, we can attach the computing information to that users profile.

Satisfied: 

  1. Log into HD as admin 
  2. Under 'Manage' select 'customers' 
  3. You can edit the customer from there, including setting default values for the customers fields upon entry into the system

Satisfied: 

Selections can be added to users profile.

As a Help Desk Ticketing System User, I would like to be able to assign a priority to my ticket.

Satisfied: 

The priority is set on all tickets and can be changed at any time.

Satisfied: 
Field is in the drop down menu. Also, if the user sends an email, then they can set the priority in the email that will be carried over to the ticket.

Satisfied:  Field is in the fully customizable drop down menu.

Satisfied: Custom fields can allow a user to set a priority.

As a Help Desk Ticketing System User, I would like to be able to change the priority of my ticket.

Satisfied: 

The priority is set on all tickets and can be changed at any time.

Satisfied: 
User can log into system and change any field.

Satisfied: 
User can log in and change any field in the ticket.

Satisfied:
User must log in to change ticket status or any other field.

As a Help Desk Ticketing System User, I want to be updated via email when my ticket status has changed.

Satisfied: 

When a users "watches" an issue, they are updated on the status of the ticket.

Satisfied: 
User can watch ticket and get updates via Twitter, email, RSS, etc.

Satisfied: 
Ticket updates are sent via email or can be checked by logging into the system.

Satisfied: 
User can get updates via email or by signing into the ticketing system.

As a Help Desk Ticketing System User, I want to be notified of any changes to my ticket via email.

Satisfied: 

A user will be notified if their user account is associated with the ticket.

Satisfied: 
Happens by default.

Satisfied: 
Users can determine how they would like to be updated.

Satisfied: 
User can set how they would like to watch tickets.

As a Help Desk Ticketing System User, I want access to my ticket when I need to provide an update, regardless of what status the ticket is in.

Satisfied: 

The user can access the ticket via web interface and update at any time.

Satisfied: 
User can update ticket at any time.

Satisfied: 
Users can update tickets at any time.

Satisfied:
User can update ticket at any time.

As a Help Desk Ticketing System User, I would like the priorities of tickets to be color coded, so a quick glance can tell me the status.

Satisfied: 

The tickets are color coded.

Satisfied: 
When user submits ticket via email and sets priority, the designation remains with the ticket. While not color coded, the status is easily viewable under the status tab.

Satisfied: 
When a user submits a ticket the ticket lifecycle is color coded.

Satisfied: 
Tickets are color coded within the system.